Consumer complaint received 2025-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
I hold a Checking account. And Savings account with Truist at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX On XXXX XXXX XXXX checks passed through my checking account. None of which were written by me or my husband, joint holder on the account. These checks were : - Check XXXX. {$480.00} Check XXXX. {$480.00} Check XXXX {$1600.00} Check XXXX {$410.00} A further check for {$4300.00} was presented, but not honoured as there were insufficient funds in my account. 

I called Truist straight away on XXXX XXXX to report that the checks were fraudulent. I spoke to a call centre. The employee was not very helpful and informed me that I would have to fill in a form that they would send me. I explained that as I was in the XXXX, this process could take two weeks. She suggested I report the matter online. But on trying to do this, this facility is only to report a stolen bank card. 
She said that she would get the relevant department to email me the form. 
Later, when my branch opened, I spoke to my banking manager. XXXX XXXX. He arranged for a claim form to be sent to me by email. However, this had to be notarised. This cost me {$110.00}. 
I also incurred {$200.00} in phone charges trying to pay bills that were due and arrange for my other banking provider XXXX to deal with urgent payments. 
I ordered new checks in XXXX that never arrived. On checking with my branch, I was told that the checks were still in transit so replacement checks were ordered and received. 
I returned to the XXXX on XXXX XXXX and overnight the bogus checks started to be passed thru my account. 
The checks were numbered the same as the ones that I held in my possession. 
XXXX XXXX oversaw communications with the advocacy department dealing with my claim - resulting in the fraudulent checking funds being credited to my account. 
However, both my checking and savings accounts were frozen and I have no access to a banking facility with Truist. Or my funds. 
I Spoke to a senior advisor XXXX XXXX of the Client advocacy team, who told me that the original checks were retuned and destroyed - despite my branch telling me they were still in transit. XXXX XXXX told me that Truist would not reimburse me for my losses which I consider were entirely down to their practises. 
I emailed my branch on XXXX XXXX and told them that I am seeking reimbursement of the following : - Notary fees {$110.00} International Phone calls {$200.00}. Account fees {$20.00}. 
Cancellation charge {$35.00}. 
I am also seeking closure of the accounts both savings and checking and refund of my balances. 
It is three weeks on from the original fraud and I have not heard from Truist to resolve my issue. Frankly, I am disgusted with their customer service. 
I have tried calling both my bank and XXXX XXXX today ( XXXX XXXX ) and no one picked up. 


I have included copies of the fraudulent transactions going through. And the email from my banking manager at my Truist branch.

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 monetary relief