Consumer complaint received 2025-02-11 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: SC

Complaint narrative:
My business debit card was stolen at a local restaurant on XX/XX/XXXX. 
{$2700.00} in fraudulent charges were made starting on XXXX XX/XX/XXXX as follows ; XX/XX/XXXX XXXX  {$500.00} XX/XX/XXXX XXXX XXXX {$900.00} XX/XX/XXXX XXXX XXXX {$280.00} XX/XX/XXXX XXXX XXXX {$280.00} XX/XX/XXXX XXXX XXXX {$270.00} XX/XX/XXXX XXXX XXXX {$270.00} XX/XX/XXXX XXXX XXXX {$210.00} Because I rarely use the physical card, I did not immediately realize that the card was missing. I did not see the fraudulent charges until about 45 days later. The holidays were a busy time for my events business. I went online to dispute the charges immediately, as the bank was closed on the day that I discovered the fraud. I immediately went to the branch and spoke with a bank specialist named XXXX XXXX. She was eager to help and instructed me that the charges would be refunded as soon as the investigation was completed, as long as they were within " two bank cycles or 60 days '', which they were. I got notified a few days later that the bank was only returning the last two charges, as they have a " 30 day policy ''. They denied the rest of the claims. 
I spent days and days making phone calls to Truist, attempting to resolve this situation. I submitted another dispute, I spoke with several different representatives in the corporate office who reopened the case only to have the fraud department immediately deny the requests. I went back to the branch, where XXXX tried to assist. She was surprised at this response. She made phone calls on my behalf to the fraud department and to the merchants to try to help, to no end. I filed a police report and was told by the white collar detective that he felt certain that Truist would return my money, as he had never seen a case like this that the bank did not do take care of their customer. It was clearly fraud. He called and spoke to the bank manager on my behalf. The bank maintained their 30 day policy and refused to budge, although they admitted they could when asked in a very direct way. I have been a customer of Truist and Suntrust for over XXXX years and have many accounts with them. I was shocked at their refusal to take care of this situation, even though they had a 60 day policy before. One of the merchants requested an Affidavit of denial or a Letter of Intent. I called and begged several times for that documentation so that I could get the refund from the merchant. I was told over and over that they would not generate that document for me since they had denied my claim and closed the case. They also want it to come from the bank, which they refuse to cooperate with. The suspect was caught and confessed and has been arrested. A police report was sent to the bank and the merchants. I am spending hours of my time every day trying to get the merchants to return the stolen funds. This has been extremely stressful, and the detective said he is shocked that Truist is being so unwilling to do the right thing. I will be moving all of my accounts as soon as I get this straightened out. I thought that because the debit card is a Mastercard, that I would be protected, but Truist says it doesn't matter. I though the bank 's insurance would cover fraud and theft, which it does, but Truist flatly refuses to help. This was reported in within the 60 day/ 2 statement time frame. This is unacceptable.

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