Consumer complaint received 2022-07-22
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I became a victim of a scam with my Truist bank checking & savings account on XX/XX/2022. I had a total of {$990.00} with the 2 accounts. I received a phone a call from a Truist customer service number and the person stated they were from the fraud department and asked if I was aware of the fraudulent activity on my account. I told them I was not aware. They said there was some activity out of XXXX 

Then they told me that i needed to close my account and they would help me, and that I will receive a text message and to give them the code number. I had no idea I was bei ] ng scammed. 

I was on the phone with this person for 45 minutes. I called the bank back to ask them about my fraud claim. The associate had no idea what I was referring to. I asked them to look in the notes. They transferred me to a claim representative to start a new claim. I was confused because I thought I had a claim already when talking with the first person. Its not until then I realized I was scammed. 

I immediately went to a Truist branch to deal with this situation. ALso Truist never gave me a temporary credit of the {$990.00} which other major banks do. I was totally wiped out of my funds, and luckily I have money in other banks. They opened a new account for me and submitted a claim for fraud. After looking through my account at the branch, you can see that someone was trying to access my account for approximately 2 months and may be even longer. I can only view from XX/XX/2022. They tried to access my account 4 or 5 times a day from a XXXX XXXX IP address. I don't even own a XXXX XXXX. My logins are from my XXXX XXXX Desktop. They were trying to gain access in the wee hours of the morning, early morning, and late at night. Most banks shut down your account temporarily when then there's unusual activity and then notify the customer. This has never happened. I never received any notification from Truist of all this excessive unusual activity from all of XXXX and XX/XX/2022. The average bank customer does not access their account daily and 4 to 5 times. This was going on all this time, and I had no idea. Truist acquired Suntrust and so Im a new customer to Truist as I was previously with Suntrust. 

I received a denial letter of my complaint from Truist on XX/XX/XXXX. They never gave me a temporary credit of the money that was fraudulently taken from me. Truist states that I authorized a one-time passcode. I unintentionally gave the person the passcode, thinking I was talking with a fraud claim representative from Truist. I had no idea I was being scammed. I didn't realize I was being scammed until I saw all my money was wiped out of my account. 

Truist is not protecting their consumers because they should have notified me of all the unusual activity in my account. This unusual activity is clearly stated on the login activity. The unusually activity is still happening as of today. 


My original complaint number is XXXX, and another complaint number is 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 monetary relief