Consumer complaint received 2025-11-30 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: VA

Complaint narrative:
Proposed CFPB Complaint Narrative ( from the perspective of XXXX XXXX ) My name is XXXX XXXX. I am filing this complaint against Truist Bank regarding unauthorized debit card transactions on my Truist business checking account and Truists refusal to fully reimburse clearly fraudulent activity. 
Bank : Truist Bank Account type : Business checking ( used primarily for marketing expenses ) Account number : XXXX Total disputed amount : Approximately {$42000.00} Main unauthorized merchant : XXXX ( online gambling ) Discovery of fraud : Around XX/XX/year>XXXX  Background I operate a small business and maintained a business checking account with Truist that I used mainly to pay for marketing and lead generation. This account was not used heavily for day-to-day expenses and I did not monitor it as closely as my primary operating account. 
Around [ insert month/year when it started ], I allowed a sales representative who was working with my business to use my Truist debit card solely for business-related lead generation expenses. Examples of what I authorized included : XXXX advertising XXXXXXXX XXXX XXXX XXXX  from third-party vendors Other specific marketing-related services we discussed There was no written contract authorizing broader usage of the card. The authorization was strictly verbal and limited only to lead generation and marketing for my business. I never authorized this person to use my card for personal expenses, gambling, or any non-business purposes. 

Discovery of Unauthorized Transactions I only became aware of the fraudulent activity after : A notification from XXXX about a withdrawal of approximately {$2000.00}, and/or A fraud alert text message from Truist notifying me of suspected fraudulent activity. 
These alerts prompted me to immediately review my Truist account activity. When I checked my statements and online banking, I discovered : Multiple transactions to XXXX, an online gambling platform Other transactions and withdrawals that were not related to lead generation or any approved business expense The fraudulent activity appeared to have occurred over a period of several months ( approximately six months ) In total, the unauthorized charges and withdrawals were approximately {$42000.00}. 
I never knowingly authorized any transactions with XXXX or any gambling website. I also did not authorize XXXX cash withdrawals for that purpose. These charges are completely inconsistent with the limited purpose for which I allowed my debit card to be used. 

My Actions After Discovering the Fraud As soon as I discovered the suspicious transactions, I immediately contacted Truist Bank to : Report the fraud Request that my debit card be blocked Dispute all unauthorized transactions Ask for an investigation and reimbursement I also began gathering documentation, including : Bank statements showing the unauthorized transactions Screenshots and/or records of the Truist fraud text message The XXXX notification showing the suspicious withdrawal I explained to Truist that : The card had been entrusted to a sales representative only for limited, specific business expenses ( lead generation and marketing ). 
I did not authorize gambling transactions, personal expenses, or large withdrawals for any non-business purposes. 
I had no knowledge of these unauthorized transactions until I received the alerts and reviewed my statements. 

Truists Response Truist informed me that because this is a business account, they would only consider reimbursement for transactions within a 30-day window prior to my dispute or discovery. I was told that they would not reimburse the full amount of the unauthorized activity, despite the following : I reported the fraud immediately upon discovering it.

The pattern of transactions ( XXXX  etc. ) is clearly inconsistent with the stated business use of the account. 
The person using the card exceeded the scope of any permission I gave and used the card in a deceptive and unauthorized way. 
In effect, Truist has taken the position that I am only eligible to recover a small portion of the ~ {$42000.00} in unauthorized charges because of an internal 30-day limitation, even though I did not and realistically could not discover the unauthorized pattern earlier given how the account was used and the nature of the charges.

From my perspective, Truist : Failed to adequately protect my account from clearly abnormal and high-risk activity ( e.g., large and repeated transactions to an online gambling site ), and Is now refusing to make me whole, even though I acted promptly once I became aware of the fraud.

Harm Suffered As a small business owner, this has caused severe financial harm : Approximately {$42000.00} was removed from my Truist account due to unauthorized activity. 
The loss has significantly affected my business cash flow and my ability to pay for legitimate business expenses. 
I have invested substantial time and effort trying to work with Truists fraud and claims departments without a satisfactory resolution. 

What I Am Requesting I respectfully request that the Consumer Financial Protection Bureau : Investigate Truist Banks handling of my fraud claim, including : Their decision to limit reimbursement to only 30 days of unauthorized transactions despite prompt reporting upon discovery. 
Whether their policies and practices for business debit card fraud resolution are fair and compliant with applicable laws and regulations. 
Require Truist to reimburse all unauthorized transactions related to : XXXX and other gambling or non-business merchants XXXX withdrawals and other non-authorized transfers not related to my agreed-upon business purposes Ensure that any related negative impacts ( fees, account status, internal records, etc. ) are corrected. 
I am prepared to provide : Copies of my bank statements highlighting the unauthorized transactions Any fraud alert messages from Truist The XXXX notification regarding the {$2000.00} withdrawal Any additional documentation CFPB or Truist may require to support this complaint Thank you for your attention to this matter. I am asking for assistance because I believe I have been the victim of a serious fraud, and Truist has not adequately protected me or fully addressed the loss. 

XXXX XXXX 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