Consumer complaint received 2024-11-25 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: AZ

Complaint narrative:
The evening of XXXX XX/XX/year> while reviewing all my financial statements and recent activity with all of my financial institutions, I found many unauthorized transactions on my Truist account. I scrambled to search my bag for my Truist debit card and could not find it. 

Thinking back, I recall last using my debit card on XXXX XX/XX/year> during my business trip to the XXXX XXXX XXXX to withdraw funds to pay our tour guide. I believe I was targeted and pick pocketed in XXXX as the area around the ATM was flooded with tourist. 

That was the last time I use my Truist debit card. I immediately call Truist to inform them of the situation. I was connected to a Truist rep that took down the unauthorized transaction claim. I give in detail the events that led to the debit card being stolen/taken off my person. I then give here the list of all transactions that was not authorized by me. I clearly inform here that my debit card was not in my possession and explain that I believe I was pick pocketed after using an ATM in the XXXX XXXX XXXX. She then informed me that she can only add up to 20 transactions on the initial claim and that I would have to call to add the remaining transactions. I also mentioned to the representative to notate the claim to correspond with me via email as I was traveling to XXXX for business from XXXX XXXX to XXXX XXXX. 

The following were all the transactions : XXXX XXXX, XXXX XXXX AND XXXX ATM XXXX CASH WITHDRAWAL XXXX XXXX XXXX, XXXX XXXX ATM XXXX CASH WITHDRAWAL XXXX XXXX XXXX, XXXX ATM XXXX CASH WITHDRAWAL XXXX XXXX XXXX, XXXX XXXX ATM NETWORK CASH WITHDRAWAL XXXX XXXX XXXX XXXX, XXXX XXXX ATM NETWORK CASH WITHDRAWAL XXXX XXXXXXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX DEBIT CARD PURCHASE XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX DEBIT CARD PURCHASE XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX, ILLINOIS ATM NETWORK CASH WITHDRAWAL XXXX XXXX XXXX XXXX, ILLINOIS ATM NETWORK CASH WITHDRAWAL XXXX XXXX XXXX XXXX XXXXXXXX, ILLINOIS DEBIT XXXX PURCHASE XXXX XXXX XXXX XXXX XXXX, ILLINOIS DEBIT XXXX PURCHASE XXXX XXXXXXXX XXXX XXXX  XXXX, ILLINOIS DEBIT XXXX XXXX XXXX XXXX XXXX XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX  XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX  XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX  XXXX, ILLINOIS DEBIT XXXX PURCHASE XXXX XXXXXXXX XXXX PRESENTS XXXX, ILLINOIS DEBIT XXXX PURCHASE XXXX XXXXXXXX XXXX PRESENTS XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX ACCOUNT XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX XXXX ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX XXXX XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX XXXX XXXX, ILLINOIS DEBIT XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ILLINOIS DEBIT CARD XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, ILLINOIS ATM NETWORK XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, ILLINOIS ATM NETWORK CASH XXXX XXXX XXXX XXXX VENDING XXXX, ILLINOIS DEBIT CARD PURCHASE XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, NEVADA ATM XXXX CASH XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NEVADA ATM XXXX XXXX WITHDRAWAL XXXX I believe that there was some sort of misunderstanding and that the Truist representative took down the information incorrectly as I reviewed a copy of the claim form emailed to me. 

On XXXX XX/XX/year>, I went to a local Truist branch downtown XXXX to get some answers. The Truist representative requested the claim to be reopened after listening to my issue and presented a police report. 

On XXXX XX/XX/year>, I went back to the downtown XXXX branch and requested answers as no email, mail, or phone correspondence was provided after the visit. The Truist representative obtain documentation that stated that they declined the claim due to card chip present and pin was used. He further explained to the representative on the phone that the PIN was most likely taken/stolen when I used the ATM to take funds out for the local guide and that the fraudster ( s ) pick pocketed my debit card off my person. 

He then got off the phone with the Truist representative and told me that they had already escalated the claim and it was denied due to the same reason : Chip and Pin was used.

He felt bad since I provided him proof from my country club statement showing I was at the country club playing golf and tennis in XXXX, Arizona on the dates the fraudulent transaction occurred. Furthermore, I showed him photos of myself in XXXX in LA with the president of the XXXX XXXX XXXX along with other notable voting members with time stamps from my phone.

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