Consumer complaint received 2024-11-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
XX/XX/year> - received my paycheck by EFT. The same day, fraudulent charges of {$1000.00} and {$2000.00} were posted to my account. A third charge of {$3000.00} was rejected as my account was overdrawn. I received no notifications from my bank about fraudulent charges, my account being overdrawn or anything. I checked my bank account XX/XX/year> and noticed the pending charges from the previous day and immediately called the XXXX # for Truist about this. They told me they could do nothing until the charges processed. They replaced my debit card stating that this was the only thing that was compromised. This was how I found out about the third attempt to take {$3000.00} in addition to the two charges that were allowed through. I contacted the local branch just to make sure there was nothing that could be done as my account was negative {$1100.00} and some change. They said there was nothing else I could do. Again explained that these charges were fraudulent. XXXX Truist Fraud line, called it only to find out it's the regular customer service line after speaking to someone. Again, explained that the charges were fraudulent. I filed a police report with my county 's sheriffs department. XX/XX/year>, both charges were processed and my person car payment was declined. I called the XXXX # again to get the dispute started as the only two items I could not dispute directly from my account were the two fraudulent charges. The XXXX # was so staticky I could not complete my call. The only thing I was able to get before the line got so bad I couldn't hear the person was that there were no notes about fraudulent charges on my account. I had to wait until XXXX to speak to someone at the local branch. I was transferred to someone to initiate my dispute of the charges. I was told it could take up to 30 days for them to complete their investigation. I was told that I may or may not see my money back in the account prior to that. I was told that I needed to sign and possibly have notarized papers for the dispute. I asked if I could go to the local branch to do this so I didn't have to wait for them to be mailed. They said yes. I drove to my local branch. They had to call the same XXXX # ( I could heard the static from his phone even with it up to his ear ). He was told the paperwork would be available until possibly Tuesday due to the bank holiday on XX/XX/year>. At this time I've explained to I don't know how many people at Truist that I have zero dollars, that they stole every penny I have. They apologized for my inconvenience. I have since spoken to others at other banks and their banks restored their funds while they dealt with the fraud investigation. I have spoken to a fraud investigator with the NC Department of justice and it sounds like what my bank is doing is illegal in not restoring my funds as provisional credit while they investigate. This makes sense as they are the ones who are insured. I have filed a complaint with the DOJ and the NC Commissioner of Banks as I feel this is predatory behavior by a bank to basically leave a person with no funds while investigating fraud.

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