Consumer complaint received 2022-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I am a XXXX veteran twice injured in the XXXX XXXX XXXX and living paycheck to paycheck on monthly XXXX income payments from the VA and XXXX. After involuntarily losing my business in XXXX, I now live with a caregiver XXXX and also receive XXXX hours of weekly XXXX XXXX 

I am seeking help from the CFPB and consent to its publication of my complaint and my experience on its .gov. In particular, I am XXXX year commercial and private accounts customer of Truist Financial Corporation , fka SunTrust Banks , Inc. , fka Sun Bank XXXX 

On XX/XX/XXXX, an electronic scam resulted in two XXXX transactions that withdrew {$2500.00} from my Truist checking account -- {$1500.00} and {$1000.00} -- Truist Confirmation Numbers : XXXX & XXXX ; XXXX XXXX XXXX : XXXX & XXXX. That financial loss triggered others downstream, causing me to struggle, miss paying bills, contact creditors for hardship deferrals, and use local food banks and other assistance programs while recovering. 

While I had my local sheriff investigate, it concluded on XX/XX/XXXX that, although the funds were stolen, the stolen funds were never possessed in my county of residence. Thus, it could not move forward with prosecution. 

Truist 's process was disheartening. While it claimed to have a robust investigatory process along with an initial and a second review process, Truist truthfully had a machine that denied consumer claims. While it allegedly reviewed and denied my claim twice, Truist only sent me its XX/XX/XXXX letter and that letter has no detail or basis of denial, merely stating my case was being denied. 

Today, I contacted Truist in an attempt to have my case reviewed and federal regulations applied. Instead, I was passed from employee to employee in the alleged fraud department. ( XXXX ) XXXX to ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. Truist 's employees had cookie cutter information but no answers to direct questions. When I asked for a supervisor, the employees warned me that it would take " forever '' to get one on the phone and that that supervisor would tell me the same thing. '' Nothing? 

One Truist fraud employee literally told me that they were " unable to transfer me to the XXXX fraud department. '' When I followed up with more questions, that Truist fraud employee told me that s/he had " no power or authority to transfer me to the back office where XXXX fraud claims are handled. '' I was not asking for banking administration, regulatory compliance, accounting, or IT services... I was asking for Truist fraud supervisors dealing specifically with XXXX fraud. 

I thought the days of the back office where men sat around smoking cigars and nodding their approval and denial of claims based on their whims was long over. I thought the EFTA and 12 CFP Part 1005 ( Regulation E ) covered XXXX transactions and that Truist would avoid a finding of failure to comply and payment of fines as well as reasonable attorney 's fees and costs. 
Instead, it chose today to further spurn my inquiry. Truist literally pretended to have poor reception. I could hear the Truist fraud supervisor say her name and then pause ( while breathing was heard ). I repeated her name to her but after her third fake garbled sound, she " was forced to hang up. '' Truist 's institutional policy is clear. I am filing this complaint not only to recover my {$2500.00}, but also to help every other consumer injured by Truist 's malfeasance and misfeasance. Thank you in advance. 

XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, GA, XXXX XXXX ( XXXX ) XXXX XXXX : XX/XX/XXXX SSN : XXXX XXXX NO : 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