Consumer complaint received 2021-12-08
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
My name is XXXX XXXX, I am a recent XXXX XXXX graduate who has enlisted in the military, and I leave for training in a few months. On XX/XX/XXXX, the debit card with my checking account was fraudulently charged by something called " XXXX '' with {$950.00} total in five payments of {$150.00} and two payments of {$100.00}. My local Truist banker in XXXX, NC put in a dispute request for the first {$100.00} fraudulent charge that came out of pending status and I was compensated for the {$100.00} amount ( along with a {$3.00} international service assessment fee ). However, the rest of the {$850.00} ( along with the corresponding {$3.00} and {$4.00} fees ) I have not been compensated for no matter how many dispute requests I submitted on the Truist app or through the phone with the fraud department, which I had to spend several hours waiting on the phone for. Truist cited to me that they can not compensate me for the {$850.00} because of another separate {$50.00} fraud charge made to the same merchant scammer named " XXXX '' on XX/XX/2021, and they said that it has been over the 60-day limit for me to dispute that charge which I completely understand for that {$50.00} charge on XX/XX/XXXX, but Truist is XXXX using that as an excuse to not compensate me for the recent fraud charges of {$850.00} and is allowing the original suspects to commit another crime on me which is also for a substantially greater amount. The XX/XX/XXXX {$50.00} charge was fraud that I was not aware of at all, but I clearly became aware of the fact that it had been fraud with the XXXX charges of {$950.00}. Also I think it is worth noting that the local XXXX, NC Truist bank manager said that I was only compensated for only {$100.00} of the {$950.00} because that one {$100.00} charge was the only one that fell within that 60-day limit which makes no sense whatsoever because the time from XX/XX/XXXX to when I was frauded in all seven separate charges totaling {$950.00} in XXXX is clearly much greater than just 60 days. Please keep in mind I kept my debit card safe with me, the pin was not written on it, and I never shared my information with anyone. Also I already filled out multiple ticket requests with " XXXX '' citing that they are responsible for the fraud but just like Truist they have done nothing to actually help me. 

Like I said before, I would like to state that Truist is allowing the original suspect from the {$50.00} fraud charge on XX/XX/XXXX to commit another and much more substantial crime on me in XXXX and is leaving me without compensation for the lost {$850.00} I have any type of documentation that will help, including proof of all charges and dates, my now-deactivated debit card number used, and also proof that Truist sent me an email and Case ID of " Unusual transaction '' on my debit card the day it happened, although they chose not to temporarily block the card. I have tried to solve this with Truist for weeks, and they have generally been unhelpful. 

I was referred by the FDIC to consult the CFPB because Truist is under the supervision of them. I would have filed a complaint with the CFPB weeks ago shortly after this happened if I had known how unhelpful Truist was going to be. I spent hours upon hours trying to get in contact with their fraud department and each time they were inconsistent with what they said and would falsely reassure me. I'm not looking for emotional damages, I just want my money back.

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