Consumer complaint received 2025-10-15 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: NC

Complaint narrative:
On XX/XX/year> I awoke to a notification that my checking account was overdrawn. When I checked online I discovered an unauthorized charge for {$1000.00} pending. I contacted XXXX  and reported the charge as fraudulent. They informed me that I would have to wait for the charge to post before they could do anything but in the meantime they would cancel my debit card and issue a new one. Once the charge posted I submitted the official complaint and the funds, including overdraft fees, were returned to my account. I thought the matter was settled. On XX/XX/XXXX I received a letter from XXXX  stating that their investigation indicated that I had initiated this transaction and the funds would be removed from my account on XX/XX/XXXX. I called XXXX  to discuss this with the XXXX department. They advised me to take my dispute up with the merchant. I told them I had no idea how to do that since I didnt make the charge. They said that the only information attached to my file was the XXXX letters they had sent me. ( The XXXX  acknowledging the fraud claim and the XXXX  with their findings ). I asked what evidence they had that allowed them to make the determination that I had initiated this charge and they said they had no information on that, there was no one I could talk to and no way to have anyone contact me but I could submit any further documentation and they would submit it for a XXXX  look. I submitted the police report and the identity theft report I filed related to this charge and called again to confirm that they had received them. I was told they had and to call back in XXXX days. Which I did. I was then told that the case was closed and there was nothing they could do and that I needed to take it up with the merchant. I repeated that I had no way to do that. They then offered to send me the information they had, stating that they had confirmed the email and shipping address. ( Neither of which are confidential or difficult to locate and I received notification from XXXX  that information had been compromised, nor are they proof that I initiated the charge ) The information they sent was severely redacted and only provided a web address and an order for XXXX wigs. When I attempted to go to the web address it was invalid. The merchant does not exist. I did not initiate this charge. The merchant was a fraud. I contacted an attorney to dispute their finding and to try and find out what evidence XXXX  had used in making the XXXX  determination that I initiated the charge and the only information they provided was to read the XXXX  letter they sent me saying that that was what they had determined. No acknowledgment that the merchant was a fraud. No evidence of any kind. I did not initiate this charge. I did not authorize anyone else to make this charge. I reported it within XXXX, while it was still pending. I did not receive any merchandise for this charge. And the merchant does not exist. My attorney advised that the next step would be to sue, but that the fees would far outweigh the fraudulent charge, and to file a complaint here.

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