Consumer complaint received 2022-10-07
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In reference to the closed complaint ( XXXX ) I feel as though my issues were not addressed, only confirmed. For the account with the negative balance of {$2700.00}, Im aware that is a result of a reversed provisional credit. However if the sellers policy states I had 3 days to return, why would you advise me to STILL return the merchandise and provide you with a receipt and tracking number, stating that you could not help me without me returning merchandise to seller which resulted in a loss of money and merchandise for myself. I only did what I was told to do by your representatives. Also that very account was hacked by someone claiming to represent truist bank. I was sent a text message stating my account had fraudulent charges. Upon clicking the link I immediately reached out to truist only to be told that no money was missing and to just watch my account. The next day I see phone XXXX transfer in my savings account moving my money to my checking account. All of my personal information was compromised including my address, phone number, account number, email etc.which allowed this person to create a fake XXXX XXXX in my name and transfer {$100.00} to themselves. I called truist again! I told them I had proof of this fake XXXX XXXX as well as an XXXX address associated with the fake account. Truist was not concerned with my findings and was not willing to even let me send the information to them to investigate. So NO this was not authorized! As a result I had to place a fraud alert on my credit report, open a new bank account, and Im out of more money. So then we open the Truist essentials account for myself in XXXX which recently got hacked again by the same perpetrator Im assuming because once again I go to use my card at the gas station and all money is gone! I look at my account and I see the same phone XXXX transfer. I was told by numerous representatives and a supervisor that the account with the negative balance was closed and nothing could go in or come out. But apparently whoever hacked my account initially, still had access because they attempted to move every dollar I had ( {$120.00} ) to that negative account, adjusting the balance to - {$2600.00}. I was stuck in a city hours away from home unable to get gas or help from a representative. I was hung up on twice and had to go in a branch, where they only opened a XXXX account ( Truist confidence ) and set me up a new online account. The very next day this account was blocked from use by myself! So scammers can get my money just not myself? Im aware that these accounts are in my name but I did not authorize this transfer nor have I ever utilized phone XXXX transfers. This seems to be a inside job and Im fed up with your fraudulent activity being conducted by someone other than myself and your uneducated generalized responses to my problem. I dont think that people should keep having access to my accounts and personal info with help from Truist. This is unlawful and no one is researching the matter at all.

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 monetary relief