Consumer complaint received 2022-03-15
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I was on vacation in XXXX XXXX Florida, on XX/XX/XXXX I logged into my online banking and realized that there had been 26 fraudulent charges made on my wifes debit card. I immediately contacted my bank Truist formally known as BB & T/SunTrust to inform them that there had been 26 fraudulent charges made to XXXX using my wifes debit card, at that time I asked them to lock the card those charges were not made by my wife or me, Ive been asked how they could let 26 consecutive charges go through without contacting me to alert me or to ask me if these charges were fraudulent. I was informed by Truist fraud department that due to the merger happening that weekend and then switching all their systems that a lot of the fraud was not being detected, and XXXX XXXX I checked my online banking again and realized that there had been an additional 10 charges XXXX using my debit card fraudulently I again immediately contacted Truist to inform them that my debit card had been used fraudulently and they needed to lock it, I asked to submit a fraud report and was told that I could not submit a report until all the charges had cleared and were no longer pending, on XXXX to XX/XX/XXXX I contacted Truist again to make a formal fraud report for the 31 charges that were made to XXXX  using my debit card and my wifes debit card fraudulently, on XX/XX/XXXX to my bank account was credited {$2100.00} for the fraudulent activity that had taken place, on XX/XX/XXXX I received a letter from Truist stating that a thorough investigation had been conducted and completed and no errors were found and they would on XX/XX/XXXX to take back the {$2100.00} that belong to my wife and me that was fraudulently spent, I have called Truist several times and been placed on hold two and three hours at a time and passed from one person to another with absolutely zero results, I have been to the bank in person and worked with a banking specialist named XXXX at Truist Bank located in XXXX XXXX XXXX Virginia and also put on hold for three hours with absolutely zero results from the bank, I have contacted XXXX and when they passed me the fraudulent department I was past the truest and again on hold for two hours with no results, when I have gotten contact with the Truist fraud department I have asked them about the investigation and how 31 charges the XXXX were not detected and can not be construed as fraud, I was told that a lot of fraud happened between XXXX XX/XX/XXXX and XXXX XX/XX/XXXX when truest was merging with SunTrust and BB & T, I have tried to work with the bank and have gotten zero results please help me in this matter. And this complaint I have sent the attachment of the statements showing all my claim for the fraudulent activity and also the letter that she was that me saying they are taking my money again.

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