Consumer complaint received 2025-01-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with fraud alerts or security freezes — 
Company: TRUIST FINANCIAL CORPORATION
State: PA

Complaint narrative:
Received letter in mail from XXXX dated XX/XX/XXXX stating a previously closed TRUIST credit card account ( due to identity theft and fraud ) was reinstated on my credit report. 

Called XXXX  on XX/XX/XXXX and spoke with a representative who stated TRUIST requested a reinstatement and disagreed with dispute results from XX/XX/XXXX regarding this account per supporting documentation. The first representative stated the " supporting documentation '' was a letter and attempted to view the letter, but access was denied. They stated they did not have authority to view the letter and transferred me to a Supervisor named XXXX, who stated there was no letter and that TRUIST simply submitted an online request to reinstate the credit account and XXXX simply reinstated it, no questions or documentation required. 

It is important to note that I had a hard freeze and fraud alert at the time this account was reinstated, and a fraud alert on file at the time the account was opened to begin with in XXXX of XXXX. I discovered the fraudulent account in XXXX of XXXX and called TRUIST first, who reported as fraud and identity theft, and closed down this account and a checking account, and notified all three credit bureaus. I also notified all three credit bureaus. I previously submitted a complaint to CFPB about TRUIST opening this credit account despite a fraud alert and TRUIST replied to me and CFPB, and CFPB closed the case indicating the bank had responded. 

However, the problem still stands that TRUIST opened this bank account to begin with in XXXX of XXXX, despite a fraud alert. Then attempted to reinstate it in XX/XX/XXXX despite a fraud alert, hard freeze, and TRUIST themselves having notified the credit bureaus it was a fraudulent account and case of identity theft. 

It is concerning that this continues to happen with TRUIST and XXXX gives conflicting information between representatives, and does not due their due diligence regarding reinstating accounts on my credit report despite a freeze. 

Further, my XXXX account online does not show any of my prior disputes with XXXX, which have been several since XXXX. 

Contact with XXXX has not resolved my issues with their system missing information about my disputes online in my portal, nor have I been given clear information as to how TRUIST opened and reopened a credit account despite fraud alert and a hard freeze. 

It has since been discovered that TRUIST overrode a fraud alert and bypassed regulations to open the fraudulent accounts to begin with, at the actions of a branch XXXX in XXXX, FL, who had misinformation when running against XXXX XXXX, yet still opened the accounts. Further, they allege my identity was verified, in person, where the accounts were officially opened, but it is neither my name nor my signature, and is largely missing very important information. Further, they have marked " exempt '' on identity verification checks to bypass regulations to open these accounts. In XX/XX/XXXX, these accounts were marked as fraudulent and identity theft and closed, but in XX/XX/XXXX, TRUIST requested to reinstate the credit card account, disagreeing with XXXX 's dispute results ( despite TRUIST being the ones to report the fraud to XXXX initially ). This occurred with a hard freeze on file, and TRUIST also updated the address associated with this credit card at the time of the reinstatement request. The original address was an address in XXXX I am unaffiliated with. The updated address is a XXXX address affiliated with a family member.

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 non-monetary relief