Consumer complaint received 2025-02-04 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: VA

Complaint narrative:
After reading the articles it is important the CFPB know that this is happening at other banks as well and that the banks are aware of the fraud and that the consumer is not being protected even when the Bank and XXXX are aware of fraud. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Virginia XXXX Re : Claim XXXX Case XXXX Dear Truist Bank, Reference to your letter dated XX/XX/XXXX, you instructed me by letter and phone I could provide are rebuttal. I phoned Truist at the phone number provided and was informed I should obtain the rebuttal form my Truist bank. I arrived at the bank on XX/XX/XXXX, and was informed there is no rebuttal form. I am preparing my own rebuttal form since inaccurate information was provided to me. Truist is has been declining to refund my account in the amount of {$1800.00} because the implication is that I made the transaction. We informed the bank immediately that the transaction was not authorized by any party on the account. The Sheriff department has confirmed Truist they are not able to track the company or personnel that made the withdrawal. To be clear, Truist and XXXX were notified by Truist representative XXXX XXXX, that XXXX should not be on the second account. This was an error at the bank and not me the customer. Had XXXX been deactivated as requested there is a great chance the second transaction that occurred around XX/XX/XXXX, would have not been paid. XXXX. If we notified Truist and XXXX about fraud, why was any transaction allowed to go through without verification with the customer since this incident had just occurred 2.Imperative per Truist bank policy, Consumer Financial Protection Bureau XXXX CFPB ), once I reported the incident and changed my accounts and made every effort to correct the situation the bank knew it was fraud because I immediately notified both agencies of such. XXXX. I followed the bank instructions and changed my cell number and account at the bank. All communications were handled inside the Truist bank in XXXX including the fraudulent transaction that will still showing pending when I arrived at the bank. 
ISSUE Fraud or scam HAVE YOU ALREADY TRIED TO FIXTHIS PROBLEM WITH THE COMPANY? 
Yes DID YOU REQUEST INFORMATIONFROM THE COMPANY? 
No XX/XX/XXXX, XXXX XXXX  Complaint Print https : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX checked the computer for intrusion, and notified XXXX on numerous occasions. 4. Notified appropriate Sheriff agency of the fraud and followed all instructions. 5. Imperative that Schedule E be reviewed and my rights as a customer be followed per Bank Policy and CFPB. The bank has refused to refund me even though I notified them immediately and had to close the account again. The bank and XXXX have the police report and were very aware it was fraud because of the first transaction as stated above was stopped and a new account was opened.

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