Consumer complaint received 2021-12-17
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION (VA)

Complaint:
On the morning of XX/XX/2021, I received an automated email from Suntrust Bank XXXX recently merged with BB & T to form Truist ) that my checking account had dropped below {$2000.00}. Since I had just been paid, I knew something was wrong. I logged in to my account and found an image of a forged check ( XXXX ) for {$9200.00} that was made out to a name that I did not know and deposited to a mobile Truist bank account on XXXX. The original payee and dollar amount had been completely wiped from the check and replaced with a new payee, dollar amount, and a forged signature that did not resemble mine. When I saw the image of the forged check, I realized that it was one of two checks ( XXXX and XXXX ) that I think were stolen from a local USPS collection box on the weekend of XX/XX/2021. I first learned that one of the checks ( XXXX ) was missing when I received a late notice on a water bill from the country treasurer on XX/XX/XXXX. The other check never reached the payee which was a national department store. On XX/XX/XXXX, I filled out an online Stop Payment request for both checks through my Suntrust account. 

On XX/XX/XXXX, after I discovered the fraudulent check, I immediately called the Suntrust Fraud line and reported what had happened. I was assigned a fraud case number and told that an investigation would be opened, and I would hear back from Suntrust within XXXX business days. My husband and I also visited the local bank branch to report the fraud to one of the bankers. She put a block on the checking account and helped us move our ATM card to another Suntrust account that we are now using for checking. I also learned from the branch banker that only one of the stop payments ( XXXX ) had been processed. Unfortunately, the stop payment on the forged check ( XXXX ) and not been successful. She looked at our record and told us that the bank had called our house to check to see if I had authorized the fraudulent check. When I returned home, I checked our XXXX online phone logs and saw that a BB & T number had called our home three times on Thursday morning, XX/XX/2021. I was at work at the time, and they did not leave a message. 

Since XX/XX/XXXX, I have repeatedly called the Suntrust XXXX line for updates. For weeks, I was told that the investigation had not begun. I asked that the claim be expedited, and the customer rep told me that she would make the request. I also filed an online police report on XX/XX/XXXX and received a letter from the police on XX/XX/XXXX that they are not going to investigate the crime at this time. I assume this is because the bank is supposed to be conducting an investigation. I filed an online report with the USPS on XX/XX/XXXX and received an automated email in response. 

On XX/XX/XXXX, I received a phone call from a Suntrust fraud investigator who said she had come across my forged check in an investigation that she was working on. She asked me to confirm that the check was not signed by me, and I confirmed that I did not write or sign the check. She told me that she couldnt help me with my claim but would put a request in my record that my case be expedited. My branch banker has also made a number of calls to the Fraud department on my behalf to ask for updates and that my case be expedited. She and I both have been told by customer service that my check has been determined to be fraudulent. However, the customer rep answering the Fraud line said the investigation would continue in order to ensure that I would not be held liable for the forged check. I last called the Suntrust Fraud line on XX/XX/XXXX and was told that someone was working on my case, but I could not speak to the investigator and I could not be given a timeline for resolution. My local banker was told the investigation could take three to four months, and it was not clear that my money would be refunded. 

On XX/XX/XXXX, I sent an email to the Truist Client Relations department with a complaint about how my case is being handled. Someone from Truist called me on XX/XX/XXXX with the name of a case manager assigned to my claim. After leaving voicemails and sending an email, I received an email from the case manager on XX/XX/XXXX. She told me that there was a delay in processing my claim due to a higher than usual volume of claims and referred me to the Fraud line for further updates. 

I am very disappointed in the responses that I am receiving from Suntrust and Truist. Its clear that someone at Suntrust suspected that the check was fraudulent but did not exercise due diligence in trying to reach me. My home phone, work phone, and email address are all on file with Suntrust, and Suntrust regularly sends me email. Ive been told by a customer service rep who answers the Fraud line that the bank knows the check is fraudulent, but I have never been contacted by the investigator who is supposed to be working on my case. I am out a great deal of money and do not think it is right that the money has not been refunded. I hope you can help me.

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