Consumer complaint received 2024-02-05 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: VA

Complaint narrative:
On XX/XX/2024, I received a call purported from XXXX XXXX ( The Power Company ) claiming my power was scheduled to be disconnected within the hour because of non-payment. I told them I am on auto pay, so the account should be current. They claimed there was an issue with my auto pay that my bank was supposed to have called to alert me of this situation. This was in the middle of a snowstorm. They said the only way to stop the disconnection is for me to go to XXXX to make the minimum payment to avert the disconnect. She gave me this number XXXX, to call when I am ready to make the minimum payment so the account can be credited appropriately. When I contacted the number, everything sounded legitimate with XXXX XXXX. They texted a couple of codes to present to XXXX in order to process the payment for {$2000.00} and {$500.00} for a total of {$2500.00} at XXXX. I then asked the cashier at XXXX if that code belonged to XXXX XXXX, and she answered in the affirmative. I then proceeded with the payment using my debit card with Truist. I called the number back, and they claimed they didn't see the payment and would go ahead with the disconnection. 
I decided to look for XXXX XXXX 's phone number independently of the one that was given to me. On calling XXXX XXXX, they confirmed the call didn't come from them, that my account is current, and that no disconnect is scheduled at my address. They asked for the number that called, and I gave it to them. 

I immediately contacted XXXX customer service to inquire where the money went. She said it went into a XXXX XXXX  account. I immediately called XXXX XXXX to stop the payment. The agent gave me a case number of XXXX and promised to stop the fraud, since I called within minutes of the transfer. 

I immediately called my bank, Truist, to alert them of this fraudulent activity and requested the transaction be stopped or denied. The agent said they couldn't stop it while the transaction was pending. That they will file a claim after the transactions had posted. Additionally, on that day, XX/XX/2024, I went into Truist Branch on XXXX XXXX XXXX, XXXX VA XXXX, to report the case. The account manager in the first cubicle assured me that the fraud would be stopped once the transaction was posted. 

On XX/XX/2024, I noticed the transactions posted on my account. Since I didn't see any reversal of these transactions, I filed an online fraud claim again on XX/XX/2024. I then followed up with a call on XX/XX/2024 to Truist Fraud Department to check the claim status. I was then informed that the claims had been denied because my card was present and with me when the transactions were initiated. I contended with the agent that these transactions were fraudulent and that they could have stopped while it was in process. I contacted Truist to prevent the fraud, and Truist did nothing or took action to deny the transactions. Instead, Truist told me to wait until the fraud had succeeded, at that point they would file a claim against the other financial institution. At this stage, all I have received from Truist is runaround and denial. The bank gave me false hope that the fraud would be prevented since I alerted them while it was in process.

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