Consumer complaint received 2022-06-05
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I encountered several fraudulent transactions from my account which means that they were done without my knowledge. I am writing this letter to dispute these fraudulent transactions on my account that I did not authorize. As I have stated on my numerous attempts to contact Truist fraud department, I did not make or authorize the following transactions : 1. XXXX ( check ) {$9500.00} 2. XXXX ( XXXX XXXX XXXX {$2000.00} 3. XXXX ( XXXX ) - {$2000.00} On XX/XX/XXXX I noticed that there was fraudulent activity on my account, so I immediately contacted Truist to report it. After many attempts at calling ( which I have my phone records to prove it ) I even visited XXXX different branches who told me that they could not help me and to contact the fraud department. After being directed to this number and that number and the unbelievable wait times, not to mention that your fraud department is closed on the weekend instead of being able to reach someone XXXX like most banks. I was finally able to speak to someone. At no point during this conversation did I dispute transactions that were prior to XX/XX/XXXX, but for whatever reason the person I spoke to put in a claim for transactions and bill payments that I make every month, and that was made prior to the fraudulent activity and as a result all those legit payments was reversed and then refunded to a negative account. So now not only are they trying to ruin my good name, character, and integrity, they are trying to make me the scapegoat for their lack of security and for Truist dropping the ball. I believe that Truist is trying to stick me with these astronomical transactions that I did not authorize. Had the Truist team done a proper investigation theres NO WAY that they would have come up with the conclusion that these transactions were authorized. Who even makes a mobile deposit with a check for such a large amount, and if they had even looked at my deposit history they would have seen that I have NEVER made a mobile deposit throughout the XXXX years that I have been banking with Truist. Isnt there typically a hold on a out of state check, and per my conversation with XXXX XXXX from fraud communications on XX/XX/XXXX she stated that the {$9500.00} check was rejected, so please explain to me how a XXXX and XXXX XXXX XXXXayment was able to be withdrawn from my account on funds that were not there? Why does my account have a negative balance of over XXXX dollars if the check was rejected and why is there a negative balance on a check that never cleared. Had truist investigated the IP address of the phone that was logged into my account, and I have provided Truist with proof that I was alerted that there was a new login from a new device. 
On XX/XX/XXXX I spoke to XXXX XXXX, she requested additional information so that my claim could be reopened. I emailed her the information that she requested and I have yet to receive a response from her. I reached out to her again on XX/XX/XXXX and still no response. So you see my frustrations, everytime I try to get in contact with someone from the fraud department, no one has the answers to these questions for me and they seem just as confused as I am. 
I would appreciate that you look into this matter because up till now I have had little to no effort from Truist to get this dispute resolved. Currently law enforcement is working diligently to help me prove my innocence.

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