Consumer complaint received 2022-04-02
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX, I wrote my check number XXXX on my Truist bank checking account, payable to XXXX XXXX, in the amount of {$1100.00}, in payment of my prior month 's credit card charges. On that same date, XX/XX/XXXX, as I have done more than a hundred times before, I deposited my check together with payment slip, in the U.S. Postal services " blue box '' which is located adjacent to the Post Office facility on XXXX XXXX in XXXX XXXX. 

On XX/XX/XXXX, I discovered that my check number XXXX, payable to XXXX XXXX had not cleared my bank, Truist Bank, as I was expecting, and was still outstanding. My check still had not cleared Truist Bank by XX/XX/XXXX, XXXX days before the due date for my credit card bill. In order to avoid a late payment penalty, as instructed by XXXX Bank, I made a telephone payment to XXXX Bank on XX/XX/XXXX in the amount of {$1100.00}. I monitored on line the activity on my checking account, and discovered that my check number XXXX cleared my Truist Bank account on XX/XX/XXXX. However, the amount was listed as {$2400.00}. instead of the {$1100.00} as I had written it for. I made an enlarged copy of this check from Truist 's records, and discovered that other changes had been made to my check. 

Instead of the payee being XXXX XXXX, as I had written, the payee had been changed to " XXXX XXXX, '' and in the lower left memo area, where I had written the last 4 letters of my credit card, the word " assistance '' had been written. Finally, the date on my check had been changed to " XX/XX/XXXX '', instead of of XX/XX/XXXX, as I had originally written. 
Truist Bank charged my bank account {$2400.00}, on XX/XX/XXXX, the altered amount and date on my check, and presumably the date that " XXXX XXXX '' presented my altered check " for mobile deposit into [ his account ] at XXXX XXXX Bank account only, '' as is written on the endorsement on the back of my altered check. I do not know who this " XXXX XXXX '' is, nor have I met anyone by that name. 

On XX/XX/XXXX, I visited my local Truist Bank facility located on XXXX XXXX XXXX in the city of XXXX, XXXX XXXXo file a claim and XXXX XXXX XXXX, and to close my checking account and open a new one. Truist Bank associate, XXXX XXXX, assisted me and filled out paper work regarding this matter. XXXX XXXX told me that " XXXX XXXX bank would have to stand the loss '', and promised that my money would be restored to my account " in a few days. '' When my money was not restored to my bank account, I visited XXXX XXXX, and a second bank manager, XXXX XXXX at Truist bank, and was told that I would have to wait up to 90 days to have my money restored, as this was the bank 's " procedures. '' But, XXXX XXXX told me that since my Fraud claim had been proven 100 %, I would not have to wait the full 90 days to have my {$2400.00}. restored to my account. 

When I had not heard anything further from XXXX XXXX or Truist bank by mid XXXX, I returned to the bank to check on this matter. XXXX XXXX ( and XXXX XXXX ) apologized to me and said I should be patient, that the matter was taking a " little '' longer than usual. XXXX XXXX asked me to return on XX/XX/XXXX, by which time the matter should be resolved. It is now XX/XX/XXXX, and my claim has still not been resolved. I have called and/or been back to Truist 's XXXX XXXX XXXX bank XXXX many times since the initiation of my claim, but each time the only answer that I get from XXXX XXXX or XXXX XXXX is XXXX we are working on it '' or that it is " pending ''. Obviously they are not working on it. It has been almost 5 months, and it is obvious that XXXXruist Bank 's Fraud unit is not " working on it. '' I have called Truist 's Fraud unit many, many times, only to be put on hold for one hour or more each time, and to be told that they are " still working '' on my claim. They will not or can not tell me what specific steps they are taking to resolve my claim. It is useless to make any further calls to Truist. 

I have visited truist 's local bank facilities many, many times, with no result. 

I have written two letters to XXXX XXXX XXXX, the CEO of Truist Financial Corporation, asking for his assistance in this matter ( XX/XX/XXXX, and XX/XX/XXXX ). XXXX XXXX has not seen fit to respond to my two letters, or do anything to resolve my Fraud Claim -- - even after I told him that I am also a substantial stock holder ( XXXX shares in Truist Bank ). However, I did receive a XX/XX/XXXX self-serving letter from a XXXX XXXX XXXX XXXX who claims to be a " Client Resolution Senior Specialist '' in Truist Bank 's Client Advovcacy department. 

In her letter, XXXX XXXX states that she appreciates the opportunity to respond on behalf of XXXX XXXX. She states that Truist 's mission is to " Provide distinctive, secure and successful client experiences through touch and technology '', and that " we strive to deliver the experience reflected in our mission with every client interaction '' and that she regrets that I did not receive a response to my previous correspondence. '' She states that Truist had sent a " request to the bank of first deposit ( XXXX XXXX ) requesting the return of the funds. '' XXXX XXXX did not remove my {$2400.00}. from my bank account with Truist Bank. Truist Bank did the removing, based on a fraud check. She states that " if our collection efforts are successful, your account will be credited at that time. '' What happens if her " collection efforts are not successful? She states that since the " disputed check '' was negotiated at XXXX XXXX, they are responsible for the return of the funds What " disputed check '' is she talking about? There is no disputed check, only a fraud check that Truist deducted from my checking account. XXXX XXXX states that " Should you have any further questions regarding this matter, please contact Centralized Fraud Claims at XXXX. This is the same number I have called many times only to be put on hold for an hour or more, and then either hung up on, or not given any information! XXXX XXXX ends her letter to me thusly : " XXXX XXXX, thank you for bringing your recent concerns to our attention, Your comments are very important to us and we consider it a privilege to serve your financial needs. I appreciate the opportunity to respond on behalf of our executive. Some advocate!!! 

Thank you for your assistance. 
XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Phone : XXXX XXXX XXXX.

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