Consumer complaint received 2021-12-28
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I bank with Suntrust ( Now Truist ) Bank In Florida. On XX/XX/2021 I received a phone call from employees ( XXXX girls which I will refrain from giving out there names because I have a XXXX ) at a branch in XXXX Tennessee and they asked me if I was just in the branch. I responded back with " no, I am currently in Florida and live here ''. They then frantically said " We'll call you right back!! ". Something did not feel right so I logged into my online banking and noticed {$9500.00} cash withdrawal done from my checking account and a pending wire transfer for {$82000.00} from my savings account. I immediately called that branch back after hearing nothing back and I got a teller who proceeded to tell me " The girls are working on it '', I AGAIN never heard back from them. I went to my local branch in XXXX XXXX XXXX. Florida and a wonderful banker who has been the most help in all of this named XXXX XXXX who immediately froze my accounts. She spent hours with me opening new accounts, calling the fraud dept, and even personally writing a " check list '' of things to do to avoid future fraud. The SunTrust XXXX dept who was supposed to call me in 3 days per policy did not call until about XXXX WEEKS later but XXXX called me. I then was told from the SunTrust XXXX XXXX that I was able to get my {$9500.00} back but that unless XXXX Bank ( where the funds were wired to ) was able to get the money I was basically out my $ XXXX. At this point I was very irate and thankful that I have a daughter in banking who told me this can not be the case and that I am protected by XXXX XXXX and that I will get my money back. It is now XX/XX/XXXX and I have not heard XXXX word from SunTrust XXXX XXXX, I do not have XXXX XXXX of my money back and I am just beyond words. I have banked with SunTrust for over 30 years and the employee negligence that has happened, the horrible customer service from fraud and the lack of communication is beyond me. What if I was purchasing a home the next day and now I was out those funds? I have refrained from filing this report in hopes I would of heard something by now, but this is past that, I don't want to hear from anyone at this point, I NEED MY MONEY. I didn't get scammed personally and did these transactions myself but this was employees who did not do their jobs properly. The XXXX red flag was the {$9500.00} cash withdrawal which is right under the CTR limits, some banks have there bankers check off on {$2000.00} or more in cash withdrawal yet XXXX raised no red flags to these employees. The best one yet is the fake drivers license this fraudster made was a Tennessee state license and the # XXXX did not even match my driver 's license # which I know is probably on my profile. The signatures do not even match. Nothing!. But the fraudster knew she had them so she then proceeded to do the wire which both girls signed off on. I know they have to go through much training to avoid this from happening so this again is beyond me. Suntrust, I need my money back, for my family and because its my hard earned money. CFPB Please help!

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