Consumer complaint received 2025-10-28 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: GA

Complaint narrative:
On XX/XX/XXXX, I received a call from someone posing to be from Truist XXXX XXXX XXXX. They had hacked into my bank account as they were able to see all the transactions I had made over the last several days and went through each one " confirming '' that each one was a legit transaction. They then proceeded to deceive me into placing my card into the mailbox, to which this person took it and then went to several XXXX, Truist ATMs, and XXXX XXXX ATMs making large purchases and cash withdrawals. Over {$8000.00} was taken from my account as a result of this. 

I was told by Truist XXXX Department that I needed to go into a XXXX and explain the situation and file fraud claims and open a new account. I was also told that I needed to file a police report, to the which I did. 

When I arrived at a local branch I was told that I had to change my phone number and download a malware protection on my phone ( which doesnt exist ) and file another police report, to which I did again. The person at the local branch then printed out ip addresses of the person ( XXXX ) that accessed my bank account. I gave this to the police in my report. 

I then filed fraud claims for XXXX transactions over the course of XXXX  days ( XXXX XXXX ) to which Truist sent me a denial letter and the reason given was that " the card was present for each transaction. '' I then called them back clarifying that, yes, my card was present because it was stolen, to which they filed for a XXXX review for the claims. I then received another denial letter stating that because XXXX of the XXXX transactions was refunded to me by XXXX, that the case was " resolved '' and no further action was needed. I called them back to explain that while XXXX did refund my account on the XXXX transaction, the person who had my card immediately went to another XXXX location and spent the same amount at another location. It also did not address the other XXXX fraudulent transactions that had been made. I was also told by a supervisor that because a XXXX appeal had been filed and it had been denied, that the case can not be re-opened, and the money would not be returned to our account. 

Side note : On my initial phone call after the XXXX appeal was made and denied, when I asked for the reason behind the denial the response I was given was " That is classified information that I can not disclose to you. '' It wasnt until another phone call several days later that I was given any sort of reason. 

On the bottom of those denial letters, it stated that I could request full documentation of the reasoning behind the decisions that were made, to which I requested those documents back on XX/XX/XXXX. I was told that I would receive those documents within XXXX business days. I even called them after a few days and they said that it was on the way and that I needed to wait for the full XXXX business days. I called them yesterday ( XX/XX/XXXX ) and was told that those documents still had yet to be mailed to my house because they needed an analyst to " review '' them. 

I have called Truist XXXX times throughout this process and have gotten very little help from them. Their " Fraud Department '' literally just reads answers off a script to me instead of actually answering my questions, they have stated multiple times that they will " make a note of '' something that I tell them that is important to our case and when I call back, they claim there are no notes on my case and I have to re-explain myself over and over again. It is only when I speak to supervisors that I get anywhere over the phone. 

I have gotten in contact with a detective for my XXXX police department ( XXXX XXXX, GA ) and after I gave them the dates and times of each transaction, they were able to find a suspect photo of the person who had stolen and used my card. No arrest has been made yet, but the photo alone should be proof that these are legitimate fraud claims and the money should be restored to my account Below are the dates, times, locations, and amounts of each fraudulent transaction XXXX @ XXXX - XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, XXXX XXXX XXXX GA XXXX - {$2900.00} XXXX @ XXXX - XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, GA XXXX XXXX {$2900.00} XXXX @ XXXX - Truist ATM XXXX XXXX XXXX, XXXX, GA XXXX - {$500.00} XXXX @ XXXX - Truist ATM XXXX XXXX XXXX, XXXX XXXX GA XXXX XXXX {$500.00} XXXX @ XXXX - XXXX # XXXX XXXX XXXX XXXX, XXXX, GA XXXX - {$2900.00} XXXX @ XXXX - XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, GA XXXX XXXX {$780.00} XXXX XXXX XXXX - XXXX XXXX ATM XXXX XXXX XXXX, XXXX, GA XXXX XXXX {$500.00} XXXX @ XXXX - XXXX XXXX ATM XXXX XXXX XXXX, XXXX, GA XXXX - {$200.00} XXXX XXXX XXXX XXXX Truist ATM XXXX XXXX XXXX, XXXX, GA XXXX - {$360.00}

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