Consumer complaint received 2022-03-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
My XXXX, XXXX and wallet were stolen on XXXX on XXXX I noticed a message from XXXX about a transaction named XXXX and I did not know that name or person. This person cleaned out my checking leaving my XXXX account at XXXX. on XXXX XXXX was made aware of fraud and I called Suntrust to tell them that there was a XXXX deposit from Suntrust to XXXX off the account XXXX that was closed. Suntrust sent money to XXXX and this XXXX person took it out almost the minute it arrived in my XXXX account. When I told Suntrust they told me that there had not been any transactions made and I said there had been activity since it was in my account and did not belong to me. Since that account was closed at Suntrust i was not as concerned as I was with the XXXX account. XXXX fruad team decision was I had given the okay or given out my pass word and I am responsible to pay back the money Suntrust sent and XXXX let go back out to XXXX. When that decision came I went to Suntrust to find out what I could and the branch said they could not access my account because it was closed on XX/XX/XXXX - I was taken back on that comment since I have paperwork from Suntrust showing they closed the account XX/XX/XXXX. Suntrust sent an email stating unusual activity on the account. Yet branch has no record or able to find anything for that account. Branch told me I really needed to file fraud soon as possible and I would have to call the fruad number as that is the only way to start claim. Call placed to Fraud team who was not able to see my account or give me information on the activity. The Fraud team said I would have to file thru the branch as they would have my records ( I knew better than that ) Now I have a checking account cleaned out in the amount of {$1100.00} leaving my XXXX account at zero. Suntrust and XXXX made a deposit from the XXXX account that was to be closed XXXX in the amount of {$2500.00}. This XXXX person then took out of the account with XXXX the money Suntrust transferred. They made withdrawls thru XXXX in thee amount of {$980.00}, {$1000.00}, and {$300.00} thru an ATM withdraw. So far I have been returned the ATM withdraw for {$300.00} I have not been able to open a claim because branch says to go thru Fraud and Fraud says file through branch. Suntrust took that money back from XXXX leaving me responsible to repay the money XXXX sent to XXXX. So far Suntrust has their funds back, the XXXX  has my {$1100.00} that was in my account, the {$190000.00} the {$300.00} ATM and sitting pretty so to speak. That makes Suntrust not loosing any money, the XXXX  richer and since XXXX is making me accountable to pay back the XXXX and payback what was my money in the account. The only person impacted is me. XXXX withheld {$2700.00} in deposits this week to repay the {$3000.00} plus negative balance. One of those deposits they took was my Social Security Check and retirement money that was deposited and I still have a negative {$300.00} in my checking and no money for bills or food.

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