Consumer complaint received 2024-04-11
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION (FL)

I received notification on XX/XX/XXXX that my XXXX claims of unauthorized withdrawals from my business checking account at Truist Financial had been denied. All three were ACH payments I was very surprised at this result. 
My Claim Timeline XX/XX/XXXX, Truist Bank sent me an email regarding a new ACH recipient added to my account XXXX XXXX XX/XX/XXXX, Truist Bank Sent me an email regarding a new ACH added to my account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  was deducted from my business account for {$1000.00} and {$1200.00}. I had received no call, text, or request for authorization or one-time passcode OTP. 
XX/XX/XXXX, I saw the notifications in my email inbox and called Truist. I called XXXX and spoke to XXXX in the Claims Department, though I asked, they did not give me a last name nor an employee number. I notified XXXX that XXXX XXXX and XXXX XXXX were not authorized to be on the XXXX XXXX XXXX account as ACH recipients. I had no idea who they were. I also notified Truist that my XXXX XXXX XXXX account had XXXX withdrawals of ACH payments I had NOT authorized in the amount of {$1000.00} and {$1200.00} on XX/XX/XXXX. I received a claim number XXXX. I also changed my password. They said they would send me a claim form to fill out and sign. I discussed that I was currently on business in XXXX and would not be back for a few months, would XXXX be OK? They said to print the document, sign, scan it, and return it to XXXX. I NEVER received any documents nor any confirmation as to my Claim #. That call took XXXX XXXX min. 
XX/XX/XXXX, later in the day I received an email from XXXX XXXX. Her details are : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Did you receive any text about a suspicious card transactions? Yes, XXXX times and I will forward them to you. 
Did you receive any calls from a Truist teammate notifying you of fraud? No, I called and talked to a person and then got disconnected and then called back and talked to XXXX Were you previously enrolled in ACH/Wire services?

Yes Did you receiv e OTP? If yes, was it given back to the individual on the phone? What is OTP? Does anyone else have access to set transactions up on the account? Did they receive any notifications or calls? No XX/XX/XXXX, Another XXXX XXXX XXXX XXXX was paid for {$130.00} I received no call, text, or request for authorization or a one-time passcode OTP XX/XX/XXXX, I responded to XXXX ' email. See above My answers are in blue. 

XX/XX/XXXX, I wrote to XXXX XXXX looking for a follow-up.

" No I did not receive an OTP for either withdraw. What is the status and when do you all send documents for
me to sign? '' XX/XX/XXXX, later in the day, I looked on my email and saw I had received a notice Transaction Details - {$130.00} XXXX XXXX XXXX XXXX  Transaction DateXXXX Posted XXXX Transaction TypeDebit Reference XXXX Receipt AttachedNo This was now the third time I had an unauthorized ACH withdrawal from the same account but this one was XXXX day later on XX/XX/XXXX. It had not been posted as a withdrawal on the XXXX when I saw the other amounts and I only received the email notification on XX/XX/XXXX. I wrote to XXXX again on the XXXX. 
I just saw another withdrawal. This happened after I notified you that we had an issue! 
XX/XX/XXXX, I called the Claims office again and told them this newest withdrawal of {$130.00} was also unauthorized and received another claim number XXXX. I never received an email confirmation of the claim, my rights, or any form to fill out. That call took XXXX minutes to complete the claim. 
XX/XX/XXXX, I received another email from Truist stating that I had a new ACH recipient named XXXX XXXX had been added to my XXXX XXXX XXXX account. 
XX/XX/XXXX, I wrote to XXXX XXXX again regarding this latest ACH Dear XXXX XXXX, I have XXXX active claims with Truist for unauthorized withdrawals using ACH. XXXX and XXXX I have called on several occasions to the bank and was told to wait up to XXXX  days to see the funds returned. But no one has suggested that we block any recipients for ACH. I got charged a XXXX XXXX  monthly fee but no help stopping this. Today I received a notice for a new unauthorized ACH recipient. ( See the attached notice from Truist ) If I call I will be put on hold for over XXXX minutes and after XXXX min of verifications, I will receive no help. I am beyond frustrated. 
Could someone call me at XXXX and help me stop any further people from having access to my account? By the way, I changed my password but clearly, that did not stop them. 


XX/XX/XXXX, I called the Claims Department to follow up as I had not heard anything and had not received any emails regarding my claims or forms. They said to wait. 
XX/XX/XXXX, I called my local branch in XXXX Florida ( XXXX ) XXXX to request assistance and was told they would call me back. 
XX/XX/XXXX, I called my Branch in XXXX Florida ( XXXX ) XXXX again, and was told there was no way they could assist me, but I could request an escalation by calling Customer Service at XXXX. 
XX/XX/XXXX, I called the Truist Customer Service line at XXXX to make a complaint that nothing was happening at all. I wanted to escalate the case regarding how they were handling my claim. I was told by customer service that only Claims could escalate the case and file my complaint. That made no sense, as a department in a listed company should not handle customer complaints regarding that department, as an internal matter with no avenue to seek assistance from an oversight team. That really seemed way outside of standard compliance. Customer Service said they would note my request in their file and transfer me to Claims.

I repeated my request to Claims and they just said that all they could see was that the original claim had been denied on XX/XX/XXXX and that Truist Bank was waiting for the receiving bank to release the funds. The bank representative on the phone also informed me that according to my file, my claim had been denied on the first day I had filed the first claim. That call took XXXX hr XXXX min to accomplish nothing. 
XX/XX/XXXX, I received from the bank an official letter denying my claim. This email came XXXX  days after the original claim was filed.