Consumer complaint received 2026-06-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am filing this complaint regarding how Truist Bank handled a series of events involving disputed unauthorized transactions, reversal of temporary credits, account closure, and my inability to reestablish a banking relationship despite the circumstances involved. I discovered multiple transactions on my checking account debit card that I did not authorize. I reported these transactions to Truist and filed disputes. During the investigation, Truist issued temporary credits to my account while reviewing the disputed transactions. Later, Truist informed me that the disputed transactions had been determined to be authorized and reversed the temporary credits that had previously been issued. As a result of this reversal, my account immediately became negative by several XXXX dollars. After my account became negative, I did not ignore the situation or abandon the account. I understood the balance needed to be addressed and I began actively trying to pay down the negative balance over time by transferring money into the account whenever I was financially able. While I was actively trying to resolve this negative balance, I later became the victim of a fraudulent check scam. I unknowingly deposited a check that I believed was legitimate, but it was later determined to be fraudulent. This further worsened the situation with my account. I requested information regarding why the disputed unauthorized transactions were determined to be authorized, why the temporary credits were reversed, and clarification regarding how my account was handled after the fraudulent check situation. However, the responses I received from Truist were vague and did not adequately explain the decisions that were made. Truist handled this entire situation unfairly. The original unauthorized transaction dispute resulted in temporary credits being issued and later reversed, which caused substantial financial harm by immediately placing my account deeply in the negative. I was actively trying to repay this balance when I later became an unwitting victim of a fraudulent check scam. Truist failed to fairly consider that many of the events leading to the closure of my account were outside of my control, including disputed unauthorized transactions and later becoming the victim of a fraudulent check scam. I was ultimately held responsible for circumstances that were not entirely caused by my own actions, despite the fact that I was actively attempting to address the negative balance and resolve the situation. Rather than recognizing that I was dealing with multiple events that were outside of my control, Truist treated the situation as though I was solely responsible for everything that occurred, even though I had been actively trying to correct the account balance and cooperate throughout the process. The debt associated with this account was later included in my bankruptcy case and legally discharged. Despite this, I remain unable to establish a banking relationship with Truist. My concern is not only how Truist handled the original unauthorized transaction dispute, reversal of temporary credits, fraudulent check situation, and account closure, but also the fact that I have no clarity regarding whether I will ever be allowed to bank with Truist again in the future. I would like Truist to formally review how my account and disputes were handled, explain the reasoning behind the decisions made regarding my account, and let me know whether there is any path for me to reestablish a banking relationship with Truist in the future, even if that is not possible at this time. I am requesting that Truist fully review the circumstances surrounding these events and recognize that I should not have been treated as solely responsible for a situation involving unauthorized transactions and later becoming the victim of a fraudulent check scam while I was actively trying to resolve the account balance.

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