Consumer complaint received 2024-08-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Hello, My name is XXXX XXXX. I recently made a claim against a few unauthorized and fraudulent charges to my small business bank account. However, the unauthorized charge of {$1500.00} was denied. I am quite perplexed at the reason for this. I started the initial claim as I saw it pending on XXXX and made the claim via phone correspondence and it looks as though it wasnt filed until XXXX. I have spoken with at least 7 plus individual Truist Bank agents, who have tried to help, yet even they seemed confused about the claim amount that was being argued and why it hadnt been stopped from being posted to my account. They assured me that it was being processed and investigated. The pending payment had already been posted/deducted from my account. 
I spoke with a gentleman named XXXX on XXXX upon my own reaching out as I hadnt received any correspondence from anyone regarding my claim. He looked further into my case and mentioned he was filing an additional application and paperwork for review to the back end claim team. I requested email correspondence to be my preferred means of contact as I am not currently at my typical place of residence and did not want to miss any paper mail documentation. He said he would honor that request and cc himself within the email. Again, no emails were received. 

I was informed today XXXX ( me reaching out again ) that there were 2 attempts of contacting me via phone number on XXXX. I apologize if I missed those calls somehow, but I also did not see any numbers that would be recognizable to me as a Truist employee nor any messages were left for me stating a fraud investigator and how to comply with next steps necessary. I have not yet received any emails from anyone indicating any information or any sign of communications. I have had to call every time to check the status of the investigation. 

I am having a difficult time in understanding how I have become the criminal in this investigation and I dont have any information of where the funds have even been paid out to. I do not recognize the merchant and was hoping someone could help me find out where this money ended up. I am out over {$1500.00} due to no fault of my own and no distinct explanation. I feel that this has not been resolved or even approached appropriately and would like to continue this case further and have my missing finances remedied. If someone could please contact me regarding this unnecessary and stressful issue, I would appreciate it. Email would be best for documentation if possible. 

UPDATE XX/XX/XXXX  : I requested this claim to be escalated with no resolve and still a denial. I have spoken to an executive, XXXX XXXX on XX/XX/2024. I am being told that the bank has fully denied this claim and there is nothing else they can do on their end and that I would have to take it up with the merchant ( which no one has any information details on ) She was finally able to provide me with a merchant phone number but no actual information of who this fraudulent merchant is or what type of company my money was authorized to against my will. I have attempted to call the phone number given with no answer, going to a voicemail with no descriptive properties. 

I am frustrated by being given the constant run around by the bank and the investigation department with no answers or solutions. I feel that I have been violated by their so called protection policy to protect my account and monies from fraudulent, unauthorized charges.

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