Consumer complaint received 2022-01-10
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I Called SunTrust Fraud dept XXXX. Communicated I had a fraudulent check i/a/o {$14000.00} payable to XXXX XXXX paid on my rental account. Someone forged my signature on a fraudulent check. Was given a Case ID # XXXX XXXX. Was told an investigator would call within 10 days to give me an update. 

On XX/XX/XXXX, I received a call from XXXXXXXX XXXX, they called me to inform me I had been a victim of ID theft and so had their client, XXXX XXXX. I said I was aware and I had already communicated w/ SunTrust XXXX They said they had the funds held at XXXX and as soon as SunTrust provided an indemnification letter, the funds would be returned to SunTrust and refunded to my account. 

I then proceeded to call the Fraud dept on the following days to get an update, to advise them of the call from XXXX and to request the investigator call me back. Each time I spoke to the rep, I reminded them of the information XXXX XXXX provided me. 

XX/XX/XXXX - I spoke to XXXX in the Fraud dept. " Case is still in process '' XXXX - I spoke to another rep. Case is still in process '' but would escalate. 
XX/XX/XXXX - I spoke to another rep and requested to have a supervisor call me. XXXX is still in process but would escalate. 
XX/XX/XXXX - I spoke to XXXX who would " Escalate '' my case. I also spoke to you and you escalated to the Client Advocacy Dept. 
XX/XX/XXXX - XXXX XXXX from Executive Services called me to advise XXXX XXXX would call me. 
XX/XX/XXXX - XXXX called me to advise he would escalate, that he did not work in the Fraud dept, but would escalate the matter. Advised typically takes 90 days to settle cases. XXXX phone # XXXX. 
XX/XX/XXXX - I spoke to XXXX. Case is still in process. 
XX/XX/XXXX - I called XXXX XXXX again, " case was still in process '' but could take up to 120 days. I LOST IT and said absolutely not, totally unacceptable .... 
XX/XX/XXXX - I spoke to XXXX in the Fraud dept, case in still in process but he gave me an Escalation ID XXXX. 
XX/XX/XXXX - XXXX XXXX, THE FIRST PERSON TO CALL ME FROM THE FRAUD DEPT AFTER MY REPEATED REQUESTS. I explained and he apologized, but my case has been in the wrong dept within Fraud. He told me he will email the Hold Harmless Dept to work on the Indemnification Letter w/ Ally and he would transition the case to the CHECK FRAUD dept b/c his dept didn't handle my case. XXXX would call me back ... .has not. 
So, my case was taken in on XX/XX/XXXX and after my seven ( 7 ) attempts to speak w/ someone from XX/XX/XXXX - XX/XX/XXXX, it appears that NO ONE was handling my case b/c it was in the wrong dept????? Really??? 

XX/XX/XXXX - I spoke to XXXX in the Fraud Dept and asked to be transferred to XXXX XXXX. She could not and she gave me another ESCALATION CASE # XXXX. 

Today is XX/XX/XXXX, 5 days away from a 90 day time frame and to this date, the ONLY person to call me has been XXXX XXXX from the Client Advocacy Dept and XXXX XXXX from the Fraud Dept. 

This letter serves as a formal complaint against SunTrust/Truist. My account was fraudulently debited {$14.00}, XXXX on XX/XX/XXXX, I contacted my bank immediately on XX/XX/XXXX and I still do not have resolution to this matter. 

I filed a complaint w/ the FDIC , Case # XXXX today, XX/XX/XXXX. 

XXXX XXXX XXXX ( XXXX ) XXXX XXXX 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 explanation