Consumer complaint received 2024-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I was robbed XX/XX/XXXX and All my bussines debit cards and my identity was compromised. I immediately call the police and all my banking institutions. The thieves/scammers, made a purchase on my XXXX  business card at a XXXX, But I was able to get in touch with the branch manager from that XXXX XXXX As one of the XXXX  representatives gave me the location and manager kindly gave me video footage of the transaction being done by the thieves .The thieves also deposited a fraudulent check of {$1800.00} into XXXX XXXX and {$1000.00} into XXXX. XXXX  and XXXX XXXX were able to credited and do proper investigation to resolve the theft but TRUIST bank was negligent.Truist bank allowed a stranger Impersonating me to deposit a fake Fraudulent check into my account and transfer money into my account not being authorized, Two days after I previously had called about my theft, XX/XX/XXXX, they even cancel my previos card and sent me a new debit business card. I have been back and forth with TRUIST since XX/XX/XXXX about this situation, And they have been giving me a hard time and the run around, and just want to wash their hands with me And hold no accountability for their negligence as a bank. I have done my own investigation, And after a couple representatives, I was able to get the branch where the transaction was made and I presented myself in person And talk to the branch manager XXXX XXXX and ask for video footage that she said that they could not give, But she said that she'll do whatever she can in her part to help me and ask me to email any evidence that I had which I did. Attach will be the evidence.I have file 2 police report, And it seems like the detectives have not went too deep into investigating, The only thing that i've gotten was that the XXXX was stolen from the XXXX drive throght Fraudulent transaction and the detectives were able to notify me with that. But thats as far as they gotten Which is why there's no footage that was given to me by Truist. I have a police report from XX/XX/XXXX and XX/XX/XXXX. After speaking to the branch manager of the TRUIST location where the fraudulent transaction happened I did not get no calls from truist, so I called XX/XX/XXXX to get an update and they notifed me my account was closed, I was so upset and lost I fought against it, For I did not do this! 
So they escalated and told me a supervisor will reach out to me in a couple days. XX/XX/XXXX a supervisor by the name of XXXX Reached out to me to let me know that they will escalate the claim.. I had not received no call from them, I called a couple times in between but they told me they were still working on the claim, until I called back again XX/XX/XXXX and spoke with XXXX a representative Telling me the claim was still being worked on as they didn't have enough evidence. I didn't understand why because I sent a lot of evidence to the branch manager but I guess she did nothing with it. I then ask to be transfer to a supervisor. The supervisor I spoke with was XXXX and she ask that I send the evidence to XXXX which I did and attach will be proof.. I then called XX/XX/XXXX to get an update, And they told me that my account is closed, And the bank decided to end the relationship with me, I asked about the money that was taken from me and they told me they're not liable to give me that money back.. The next day I then went again to speak to the branch manager of where that Fraudulent transaction happened but they told me it was nothing they could do, I asked for the notes claims and the transaction history from when I first started the relationship with TRUIST But they only gave me the transaction history, I asked what was the resolution and they told me now that this account will go into recovery which means it will go into collections, And effect my credit, Everything that i've been working on just because of their negligence.I was in disbelief That they could do this to me, When i've been in outstanding client. Under The Electronic Fund Transfer Act ( EFTA ) and Regulation E apply to electronic fund transfers that allow a financial institution to debit or credit a consumer 's account. The EFTA requires financial institutions to adopt certain practices respecting such matters as transaction accounting and error resolution, and sets liability limits for losses caused by unauthorized transfers. This is such a Negligence on the banks part.

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