Consumer complaint received 2024-04-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
on XX/XX/XXXX, I received XXXX XXXX payments to my bank account. I immediately thought something fraudulent was happening, so I contacted Truist Bank. Because this happened on a Saturday, I was only able to reach the fraud department. I explained to the fraud representative that someone had just sent me XXXX XXXX payments, XXXX for {$90.00} and {$20.00} totaling {$110.00} and I am not sure what to do. I explained that the XXXX transactions were pending but had not cleared the bank. The fraud representative confirmed that they saw the XXXX pending transactions, and informed me that I could return the funds, but if the pending dropped off and never cleared my account, I would lose {$110.00}. I had asked if they could reverse and was told no, that I had to work it out with the person who sent me the money. I kept explaining that I didn't know who this person was and that I was concerned that I was being scammed. The representative NEVER informed me that I had the option to file a claim. The fraud rep stated that it could take 3 to 5 business days for the money to clear my account and once it does I could send back the funds. At the same time that I was on the phone with my bank, the lady and her XXXX were texting me at the same time ( I am attaching all text correspondence ). They both asked me to send the money back. I later found out that the person who sent me the XXXX 's name was XXXX. I explained to the XXXX and XXXX that I received the XXXX transactions but I was on the phone with my bank fraud department, because I wanted to make sure that I was not being SCAMMED ( see below text correspondence ) I explained to XXXX that the money was showing PENDING in my account that It had not cleared my bank yet, that I was concerned that if the pending dropped off and I give her money back now. Then I would lose {$110.00} because I would have paid her plus the pending dropped off and my bank stated the same thing. XXXX understood and agreed to wait until the funds cleared. XXXX also gave me a case number for her bank and stated that she had filed a claim. The case number is XXXX. I would like to mention that NO one with Truist FRAUD ever said I needed to file a claim when I made the initial call. So I texted the lady back, explained what my bank stated, and sent a screenshot showing that the money was pending in my account. I told her I would return her money once the funds cleared my bank. I explained to XXXX that because there is so much fraud occurring nowadays, I would prefer to wait until the money is posted to my account and that I would return the money once it cleared. XXXX agreed ( all of this is in the attached text message ). So, on Monday, XX/XX/XXXX, the money cleared my bank. I contacted XXXX to let her know that the funds cleared my account and that I would pay her back. I sent her XXXX transactions totaling {$110.00} ( see screenshot and attached documentation ) The first XXXX was for {$5.00} and the second XXXX was {$100.00}. In the text message, XXXX confirmed that she received her money back. At this point, I think everything is fine. XXXX got her money back and all is well. But I later found out it's not. Fast-forward to XX/XX/XXXX, I attempted to make a deposit at the Truist drive-through XXXX The bank teller explained that I needed to enter the bank inside because something was wrong with my account. Once inside, the teller explained that my account had been closed because of fraud and that Truist no longer wanted to have a relationship with me. I was provided a number to the fraud department and called while in the bank. I was transferred to the XXXX fraud department. They would not tell me the reason why my account was shut down, but the guy on the phone from XXXX stated the lady had submitted a claim, and because I submitted a claim they proceeded to shut down my XXXX account and they closed my bank account. Dont forget that I had already paid the lady back Tuesday. I explained to XXXX Fraud what happened, and they confirmed that I had paid back the money. I was transferred several times, and no one has been able to explain why my Truist account was closed and why the fraud department has taken out another {$110.00} ( in addition to what was already paid back by me ) even though they confirmed that I have paid back XXXX. Meanwhile, My bank accounts are closed. I am still trying to get the additional {$110.00} back that was taken from my account. 
I have been stressed out from the situation, inconvenienced, and have gone through total XXXX trying to get answers on what happened. I felt that the fraud department made a mistake without fully investigating the situation. I am the victim in the situation because my accounts have been closed, I am at a loss of {$110.00} all because someone made a mistake and sent me money through XXXX and I was trying to protect myself by being cautious before sending her the money back. In the end, XXXX has gotten the {$110.00} that I sent her and the {$110.00} that the fraud department has taken out of my account. I want to make sure that this does not get reported to the XXXX I want to file a complaint against XXXX, against Truist on how this entire situation was handled. I have lost my account, my son 's account was closed and my mother 's account was closed because of someone else 's mistake. I have not committed any fraud, I returned that money to XXXX. but this has caused me a lot of pain and suffering in the process. I have not received any explanation on why my accounts were closed. I feel humiliated and I am extremely angry. I want my {$110.00} returned that was taken from my account by the Fraud department. I have been a long-time customer and have an excellent history, I have excellent credit and I should not have gone through this. I will be contacting FDIC, the news and the XXXX to report what has happened to me.

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