Consumer complaint received 2023-09-06 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: FL

Complaint narrative:
Hello, I am writing this letter regarding the claim that I filed about the 4 fradulent transactions on XXXX. On XX/XX/XXXX at XXXX XXXX  I received a Fraud bank teller alert from Truist claiming that someone was attempting to purchase for {$310.00} at XXXX on my card. After seeing that I was very annoyed because this is the second time my card has been compromised at Truist, I didnt know what to believe. 2 minutes later at XXXX XXXX  I received a call from the Truist Fraud department number, and conversed with who I thought was an actual specialist since the number was valid but this person who told me their name was XXXX, badge number ( XXXX ) told me that someone attempted multiple transactions on my card, and asked me for some personal information to access my account. Then they asked me to verify my balance by telling them how much I have. After that asking many questions like when was the last time you used XXXX, XXXX, or XXXX XXXX  after telling them they said well thats probably how the hacker got ahold of your information and assured me that everything would be resolved as long as I allow authorization on a total of 9 transactions, one to the hacker on XXXX by the name of XXXX for a total of XXXX  and XXXX to XXXX XXXX on XXXX all with the memo REFUND # # # # in order for Truist to block and flag those transactions, they told me that the transactions would not actually go through and it was all for security reasons and out of frustration I ignored all signs pointing to a scam. After the XXXX minute call from Truist they asked to do a personalized video call where they called me on XXXX using their badge number as the caller ID with the camera blocked where they ran me through the steps of authorizing the cashapp transactions for them to block it on the Truist system. After the 4th transaction, the others were blocked. They told me that Truist would send an alert in 1-2 minutes asking if it was me attempting it and to say YES because its all standard procedure, I complied thinking they were a truthful Truist specialist and they had me log out of my account for security reasons on the Truist banking app. After scamming me on cashapp the fake Truist bank teller told me to log back in this time using a one time password and username that they provided which consisted of my account number as the username when I told them I didnt know it by heart the call hung up. I call twice no answer so I went back and dialed the same Truist fraud department number that called me, this time an actual Specialist answered and made me realize that I had been scammed and that all the things I was told were lies, which is why I have filed 2 claims, one for the {$2000.00} scammed through XXXX and the XXXX  on XXXX totaling {$1500.00}. 

After a week the bank concluded their investigation without providing any provisional credits in the meantime and told me that they were unable to provide any refunds because I benefited which is absurd, and because the transactions were authorized, even though I explained to them the push-to-authorize method used

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