Consumer complaint received 2025-09-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am writing to urgently request a call back or letter from CFPB regarding an ongoing issue with my account involving transactions that occurred on XX/XX/XXXX and XXXX, XXXX, and which I discovered on XX/XX/year>. 

It is clear that someone has tampered with my account. The initial XXXX transaction from XX/XX/XXXX no longer reflects accurately in my account history. At the time, I had more than enough funds to cover my transaction ; otherwise, I would not have attempted to send the money. The withdrawal that later appeared happened without my consent and without notification, leaving my account overdrawn and causing significant hardship. 

This issue has created severe financial, physical, and emotional strain, including stress, anxiety, and embarrassment from being unable to pay bills. I have spoken to multiple Truist representatives who assured me I did nothing wrong and that I would be reimbursed. However, I continue to receive inconsistent and conflicting information. 

Additionally, I have received correspondence in the mail, but it has been nothing more than generated template responses stating that Truist is not responsible. These letters do not reflect the details of the case, nor do they acknowledge what I was told verbally on recorded calls. Several representatives assured me reimbursement was in process and that this matter would be resolved. If that is the case, why am I being told one thing over the phone and then receiving conflicting written denials in the mail?

What is most concerning is that the initial transfer no longer appears in my account history, even though I did see it originally. This raises serious concerns that a representative or internal system adjustment may have altered my records. That is highly suspicious and demands a thorough, line-by-line review of my account activity to identify where the error or tampering occurred. 

I also want to stress that many of the responses Ive received are marked as duplicates. This is not acceptable. Simply recycling template responses does not address the specific concerns I am raising. What needs to be addressed is the discrepancy itself, the impact it has had on my financial well-being, and the commitments that were made to me verbally.

Because of this, I am requesting the following : 1. An immediate call back at XXXX to discuss this matter directly. Email or form letters are insufficient due to the risk of miscommunication. 
XXXX. Documentation of this discrepancy, including all notes and phone recordings related to my account and prior calls. 
XXXX. A clear resolution and reimbursement, as I was told multiple times by Truist representatives that I would not be held responsible.

4. Review of the conduct of representatives who may have provided misleading or incorrect information, as this has worsened the situation.

5. If Truist does not have the proper resources to resolve this issue, I am requesting that you provide the appropriate contact or department that can get this accomplished.

6. Clarification of what the next step is if this department can not resolve the matter. Who do I contact beyond you? Surely this can not be the end of the process. If legal representation is my only option, I would like that made clear.

7. A stop to duplicate/template responses, as they only delay resolution and do not address the core issue.

This is an urgent financial matter, and I depend on Truist to secure my money. Please fix this expeditiously. If this is not resolved promptly, I will have no choice but to escalate this to outside regulatory agencies and seek legal representation. 

Sincerely, 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