Consumer complaint received 2024-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Hackers hacked my user ID and password for both my joint Truist checking and savings accounts in XXXX XXXX that resulted in the transactions enumerated below. 

1. Unauthorized, fraudulent check order The hackers first ordered new checks via Deluxe checks on XX/XX/XXXX and had them sent to a XXXX XXXX in XXXX, NC. We know no XXXX XXXX and her or her address have never been associated with my joint account. The Deluxe check representative I personally contacted on XX/XX/XXXX commented that this occurred as someone hacked my user ID and password. She also stated that Truist reps authorized the transaction. 
Why would someone authorize the transaction if the name and address where the checks were being shipped were not on the account or at least contact me or my sister to verify the transaction? The XXXX day check order in the amount of {$57.00} should be been received on XX/XX/XXXX. The next day, XX/XX/XXXX, fraudulent transfers began to occur between my checking and savings accounts. 

I shared the above information plus more details on the Deluxe check order with Truist via an email to XXXX on XX/XX/XXXX and called on XX/XX/XXXX and XX/XX/XXXX, and still have had no response back from Truist on this additional information. Truist can confirm this information by calling Deluxe checks at XXXX. I spoke with XXXX and XXXX. 

2. Fraudulent Transfers and Transactions Begin in Both Savings and Checking Accounts On XX/XX/XXXX, it started with a {$10000.00} transfer from savings to checking. I readily noticed this and contacted Truist 's fraud line after verifying it was not done by me or my sister ( XXXX XXXX ), the joint account holder. Truist indicated they could not see anything amiss on their end and that maybe I had mistakenly done the transfer, we did not. 

3. Fraudulent Attempt to Establish Transfer Capability with External Account On XX/XX/XXXX, the hackers proceeded to establish an account with XXXX XXXX in XXXX, MS by submitting XXXX less than {$1.00} deposits and XXXX combined withdrawal in our savings account. My sister and I live in XXXX and XXXX  with no ties to anyone in XXXX . 

On XX/XX/XXXX, I contacted XXXX XXXX who verified that I did not have any accounts with them. I forwarded this letter ( also attached below ) to XXXX XXXX XXXX on XX/XX/XXXX, but never heard anything back. Truist fraud claims can call them to verify this at XXXX. This further supports our assertion that our accounts were hacked and being used to conduct unauthorized transactions. 

4. Fraudulent Bill Pay Check The hackers proceeded to set up a bill pay check in the amount of {$9800.00} payable to XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, TX, which is no longer in business. This check was debited from my joint checking account on XX/XX/XXXX. On XX/XX/XXXX, after doing a quick, one-time XXXX search , I was able to contact XXXX XXXX via phone and she indicated that the bill pay check was indeed part of a fraudulent transaction that included her bank accounts. She provided me her signed affidavit with her bank ( XXXX XXXX XXXX XXXX ) acknowledging it was fraudulent ( attached below ). I provided this to Truist fraud claim staff via email on XX/XX/XXXX, but no one has acknowledged receipt or contacted me or XXXX XXXX to confirm its accuracy. I am asking the Truist fraud claim staff to contact XXXX XXXX at XXXX and her bank to confirm the above is true. 

Summary : In Truist 's fraud claim correspondence, they state that if new information is discovered regarding your claim, that a Truist representative would be glad to speak with you. I have provided the above new information via email and phone ( dates referenced above ), but Truist reps have not yet responded to my new information or requests. They have made repeated promises to get back to me, but I am seemingly always the one reaching out with phone calls and emails for updates ( proof of this can provided upon request ). Due to their non-responsiveness, I felt I had no other choice but to file a complaint with the CFPB. My hope is through this complaint they will seriously consider the new information provided and respond promptly and appropriately.

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