Consumer complaint received 2024-03-08 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
I was on a cruise and out of the state/country from XX/XX/year> until XX/XX/year>. I had no access to the internet until XX/XX/XXXX when my sister was trying to contact me. I paid for XXXX hours of internet in order to get a hold of her. She said that {$2000.00} was sent from her account to mine through XXXX that she did not authorize and it was a fraudulent transaction. So, I sent the money back to her since it was not supposed to be sent in the first place. I did not get back onto my online banking until the XXXX and noticed that XXXX XXXX transactions was done through my Truist account and each of these transactions was for {$2000.00} and there was also a {$1000.00} Truist online transfer. I did not authorize any of these transactions and I have no idea how my online banking information was accessed for these fraudulent transactions. I contacted Truist on the XXXX and XXXX about these fraudulent transactions as I was told that I could not file a fraud claim until these transactions were out of pending status. On XX/XX/XXXX, I went to my Truist bank and had paperwork notarized and sent out stating that these transactions were fraudulent and that I did not authorize any of these. I called Truist on XX/XX/XXXX since I have not heard anything and was told that my claim was denied and closed out and there was nothing I could do as they could not reopen the claim even though I had documentation proving that I did not authorize this. I asked if I could have a copy of the documents that they relied on in making this determination and was told " no '' that I could not have this even though I have paperwork at my house stating that I have the right to request a copy of the documents that they may have relied on in making this determination. I was also told that the reason the XXXX transactions were denied was because I sent {$2000.00} with XXXX on the XXXX. The only reason I sent that amount was because my sister did not authorize that XXXX transaction to be sent to me so I sent it back to her since she did not authorize this and I did not request this money. The XXXX transactions that I did not do and did not authorize at all and were fraudulent show it was sent to XXXX. I do have a cousin named XXXX and I have her statements from her bank that does not show any of these XXXX transactions and Truist would not reopen my case in order to send this documentation to prove that I did not authorize this. I never received anything in the mail that stated these claims were denied and closed. I did not find out until I contacted Truist on XX/XX/XXXX. If I do not get this {$5000.00} back that was fraudulent and that I never authorized at all then you will be hearing from my attorney and I will go to the media. This money is for my bills and has caused me financial stress on something that I did not do and did not authorize and I am entitled to get my money back since this was not authorized by me and was fraudulent and I have no idea how my information was obtained. I also went to my Truist XXXX on XX/XX/XXXX and froze my checking and savings account, opened up a new checking and savings, Froze access to my online banking and then created a new online banking user name and password and also had to have them delete my information out of XXXX in order to set it up again.

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