Consumer complaint received 2022-09-16 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: MD

Complaint narrative:
On XX/XX/XXXX, I received a text from SunTrust Bank stating my debit card was locked due to suspicious activityI called right away to find out why my card was locked. I informed the representative that I have not used my debit card since late XXXX XXXX, XXXX. I was asked about transaction form XXXX starting XX/XX/XXXX until XX/XX/XXXX. The total amount stolen from my account was {$14000.00}. I received a letter from SunTrust Bank now Truist Bank Fraud Assistance Center on XX/XX/XXXX asking me to assist in the investigation of unauthorized charges by completing their Affidavit of Fraud. Per their request, on XX/XX/XXXX I returned via email the completed Affidavit of Fraud hoping SunTrust ( Truist ) would restore any funds fraudulently removed from my account. On XX/XX/XXXX, I received a letter of denial of such affidavit because they determined that no error occurred. The letter also indicated I have the right to request a copy of any documents used in their decision of my claim. I called SunTrust ( Truist Bank ) to request the documents and I was told I would receive the documents within 7- 10 days. To date, I have not received requested documentation. Im very disappointed in the way SunTrust ( Truist ) has handled this situation and their lack of satisfactory customer service. SunTrust ( Truist ) refuses to give me ANY documentation about their investigation regarding my account or made any effort to restore any funds taken from my account without my authorization. Instead, they continued to charge my account overdraft fees. I received two letters dated XX/XX/XXXX and XX/XX/XXXX from Truist to inform me that my account is closed and I need to pay overdraft fess of {$1000.00} plus a {$30.00} charge-off fee. On XX/XX/XXXX, I sent a letter certified mail to ensure deliverability disputing unauthorized charges and requesting SunTrust ( Truist ) provide me their investigative procedure ( Method of Verification ). On XX/XX/XXXX, at XXXXXXXX XXXX, a package return notice was generated. On XX/XX/XXXX, I sent Truist Bank Recovery Department a letter certified mail to ensure deliverability requesting documents used in my previous fraud claim. On XX/XX/XXXX, at XXXX XXXX. the letter was delivered and the thirty ( 30 ) days to respond with the Method of Verification began. As of XX/XX/XXXX, the 30-day grace period given to respond to my request expired without a response. SunTrust ( Truist ) is in violation of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et seq. by not responding within the required timeframe as outlined. On XX/XX/XXXX, I filed an Identity Theft report with the Federal Trade Commission and sent Truist Bank Recovery Department a letter certified mail to ensure deliverability requesting restoration of any unauthorized funds withdrawn from my account. On XX/XX/XXXX, at XXXXXXXX XXXX the letter was delivered and the thirty ( 30 ) days to respond began. As of XX/XX/XXXX, the 30-day grace period given to respond to my request expired without a response. Once again, SunTrust ( Truist ) is in violation of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681 et seq. by not responding within the required timeframe as outline.

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