Consumer complaint received 2025-02-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am XXXX XXXX XXXX and live in XXXX XXXX, Florida. I have been a client of Truist Bank and a predecessor for over 20 years. In XX/XX/XXXX, thieves illegally accessed my Truist account and stole {$34000.00} in three separate transactions over three days, These transactions were completely anomalous from usual practice on the account. I have reached out repeatedly to officials at all levels of Truist, but the bank has refused to explain why its systems failed to prevent these illegal actions, has refused to reimburse me and has refused to explain their reasoning for this action. 

I learned of the thefts after my Truist branch provided me with hard copies of my bank statements, and I immediately alerted bank personnel. Prior to that time, I had been unable to access my account on-line for several weeks because it had been tampered with, and bank personnel failed to correct the problem despite my repeated requests. 
Shortly after alerting Truist to the illegal activity, I received a letter from Truist XXXX  Fraud Management stating that Truist would not reimburse me for their processing of the fraudulent transactions because the thefts were not reported in the required timeframe. The letter was not on Truist letterhead, contained no address and was not signed by any individual. The bank has never explained what they meant by the required timeframe. The letter stated that I have the right to request a copy of any documents that we may have relied on in making this determination. I have requested, but never received, that documentation. 

I tried to resolve the situation by locating and contacting XXXX XXXX XXXX. A XXXX XXXX XXXX assured me the bank was NOT accusing me of wrongdoing. But he insisted that I had to deal with the branch staff, not with his department. 

I had repeated dealings with Truist personnel over the following months, but was always referred to the branch level, where no one was authorized to negotiate or resolve the matter. Eventually, the branch staff referred the matter to the banks customer complaints division. XXXX XXXX XXXX of this division eventually called me to say I should follow the appeals procedure in the letter from XXXX XXXX XXXX. When I pointed out that that letter neither specified any such procedure, nor provided any person or address to whom an appeal could be sent, she said Have a nice day and hung up. 

I next wrote in XXXX in desperation to XXXX XXXX XXXX, Chief Legal Officer of the bank, copy to XXXX XXXX XXXX, XXXX. I asked him to review their decision, or at least provide me with comprehensible reasons for reaching it, without relying on some time limitation that had not been disclosed in advance. I also asked for information, that the bank must have, such as details of the thieves bank accounts into which my money was transferred, and details of what legal or other steps the bank itself was taking to resolve the matter. It must have been obvious that I needed such information to help in my attempts to pursue the matter myself through other channels including legal channels. 

However, all I eventually received was a call from a XXXX XXXX XXXX, who said the bank would not change its decision, and would not provide any further information. I asked if XXXX XXXX would be replying to my letter, and she said, XXXX not going to get a reply out of them [ sic ]. 

In XX/XX/XXXX, I wrote to XXXX XXXX directly. To date, I have received no reply. Truists systems failed, and their handling of the matter since is deeply troubling. But I am the one paying the price. 

No one from Truist has provided an explanation as to : XXXX. Why my claim was denied for not being reported in the required timeframe, and what that timeframe is ; XXXX. Any explanation as to why I was unable to access my account transactions online or in any other way, for an extended and crucial period, having been previously pressed by the bank to accept online statements only, and despite seeking help directly from the banks technical support department multiple times ; 3. How the banks internal systems were breached and thieves were able to illegally access my account ; 4. Why the bank processed the fraudulent transactions that were completely anomalous from other transactions on the account ; and XXXX. Why the banks internal procedures failed to identify the fraud, given the suspicious nature of the transactions. 

I am seeking reimbursement of the funds stolen while under the banks care and protection, as well as costs incurred in trying to resolve this matter, against a virtual stonewall from the bank.

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