Consumer complaint received 2026-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am submitting this complaint because I honestly don't know where else to turn. I trusted Truist Bank to protect my account and investigate fraud fairly, but instead I feel like I have been treated as if I committed the fraud myself. My debit card was stolen and used without my knowledge or permission. Whoever stole it used it to make approximately {$2000.00} in XXXX XXXX transactions. I reported the fraud to Truist as soon as I discovered it because I genuinely believed they would help me. I have never had a XXXX XXXX account, I have never authorized XXXX XXXX XXXXo charge my debit card, and I have never given anyone permission to use my card. I did not make these transactions, and I did not receive a single dollar or any benefit from them. After reporting the fraud, Truist issued me a provisional credit while they investigated. That gave me hope that they were taking my claim seriously. Instead, I received a letter saying they concluded that I either made the transactions myself or somehow benefited from them. Reading that was honestly shocking. That statement is simply not true. What hurts the most is that Truist never explained how they reached that conclusion. They never showed me any evidence. They never explained what investigation they performed or what information supposedly proves I authorized these transactions. They simply made an accusation that could not be further from the truth. Tomorrow, XX/XX/XXXX, Truist plans to remove the {$1500.00} provisional credit they gave me. If that happens, my account will be devastated financially. I have done everything I was supposed to do. I reported the fraud promptly, cooperated with the investigation, and answered every question honestly. Yet somehow I am the one being left responsible for money that was stolen from me. I feel like Truist has completely failed to protect me as a customer. Instead of investigating who actually committed this fraud, they have placed the blame on me without giving me any meaningful explanation or evidence. I can not understand how a bank can conclude that I benefited from XXXX XXXX XXXXransactions when I have never even used XXXX XXXX I am asking the CFPB to please review the way Truist handled this investigation. I believe the investigation was inadequate and that the decision to deny my claim was made without sufficient evidence. I also request that Truist be required to provide every document, record, merchant response, transaction detail, or other evidence they relied on to reach their conclusion so I can understand how they arrived at a decision that is completely inconsistent with the facts. This situation has caused me tremendous stress and anxiety. I have always tried to be a responsible banking customer, and now I am facing the possibility of losing {$2000.00} because of a crime that I did not commit. I should not be forced to pay for someone else 's theft simply because my bank decided to deny my claim without adequately explaining why. I respectfully ask the CFPB to help ensure that Truist conducts a fair and complete investigation and restores the funds that were taken from my account through unauthorized transactions. I simply want to be treated fairly and have my rights as a consumer protected. Thank you for taking the time to review my complaint.

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