Consumer complaint received 2023-04-12
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On Friday afternoon, XX/XX/XXXX we received an email referring to a potentially fraudulent charge for a XXXX XXXX warranty. We had been in contact with XXXX XXXX about a warranty just prior to XX/XX/XXXX, so receiving a query about the warranty charge wasnt surprising. Somehow unknown to us, someone had been able to take over all of our accounts. We had no notification at all from Truist that our accounts had been accessed and money moved around. 
The person who said he was with Truist Fraud Dept also said he was working with the feds, that they had already put {$7000.00} into our checking account and they wanted our assistance with a sting operation to catch the hackers. They instructed me to withdraw the {$7000.00} and purchase gift cards from several different locations and to furnish them with the information from the cards for redemption. After the first couple of purchases, I suspected that the people involved were probably not with Truist. So I completely disconnected from their telephone call. I immediately phoned Truist to report what had happened and to cancel all of our accounts. We also filed a police report. 
Early on Monday morning, XX/XX/XXXX we went to the local Truist bank to report what had happened. We gave all of the detail to XXXX XXXX ( XXXX XXXX XXXX ), who took the information and organized a report which she would file with the appropriate individuals. Meanwhile we opened new accounts with Truist. After a couple of days had passed and we had not heard from anyone about our accounts and what to do, we returned the {$5000.00} to the bank. 
The entire episode has been extremely distressing for us. We had no idea how our bills would get paid, whether we would get Social Security deposits on time or how long it would take for the situation to be dealt with. Were XXXX and XXXX XXXX XXXX and dont have money that we can afford to lose. The stress continued for another month and we still had not heard anything about our accounts and how people were able to get into our accounts and do as they wished with our deposits, credit card, credit line, and savings account without some notification from the bank. The kind of activity that had occurred in our accounts was completely out of character for our accounts. 
After 30 days had passed and we had heard nothing from the bank, I returned to the local branch to find out what was being done to protect our money, as we were very concerned about making additional deposits. I learned during this visit that the report filed by XXXX XXXX had been misplaced in the system. She refiled the report. 
After not hearing from anyone for another few weeks, and in an effort to find out what was happening and who had accessed our accounts, I went down to see the bank manager. She wrote a letter for us to the Complaint Department, and that letter has gone unanswered to this date as far as we know. XXXX XXXX from XXXX XXXX wrote saying she had not been able to reach us and asked that we call. I called her several times, left a message each time, and have not heard from her. XXXX XXXX also called her on our behalf and left a message and said she would contact us when she heard back. Apparently she hasnt called XXXX XXXX back yet either. 
No one has ever contacted us to help get the accounts settled. Since XXXX XXXX told us during our first visit on XX/XX/XXXX that the FDIC covered up to {$500000.00} for joint accounts, we expected someone to send us a letter explaining how it was to be handled. 
Were at the end of XXXX of XXXX, two additional months after the report was filed for the second time, and we still have never been told how people were able to access our accounts and what was being done to remedy the situation. 
Were now receiving threatening letters from the bank demanding payment of an unfamiliar amount. No one has ever sat down to explain why this situation has continued for so long, how they are dealing with our accounts, and why we would owe the bank any money at all. We have been told that the bank could take action which would prohibit our getting a checking account in the future. 
As you can imagine, were very stressed about something that we apparently have no control over. Were left helpless to be dealt with by the bank as they see fit.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation