Consumer complaint received 2025-11-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Subject : Formal Complaint Unauthorized Check Withdrawals and Denied Fraud Claims by Truist Bank To Whom It May Concern at the Consumer Financial Protection Bureau : We are submitting this formal complaint regarding Truist Banks handling and denial of our fraud claims related to multiple unauthorized check withdrawals from our business account.

Summary of Incident On XX/XX/year>, our business account at Truist was compromised, resulting in XXXX ( XXXX ) unauthorized XXXX totaling {$18000.00} being processed and cashed without our authorization. 

Total fraudulent amount : {$18000.00} ( XXXX checks for {$2000.00} each ) Reversed/refunded : XXXX checks totaling {$6000.00} ( refunded the next business day ) Outstanding loss : XXXX checks totaling {$12000.00} Timeline of Events XX/XX/year> : XXXX checks ( Nos. XXXX, XXXX, XXXX ) were cashed ; refunds issued the next business day. 

XX/XX/year> : XXXX checks ( Nos. XXXX, XXXX, XXXX, XXXX, XXXX ) were cashed. 

XX/XX/year> : XXXX check ( No. XXXX ) was cashed. 

All of these checks were processed through XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX, NC XXXX. 

Nature of the XXXX These fraudulent items were in the XXXX, which our company has never used ( we only issue checks in the XXXX ). The items were electronic XXXX, contained forged signatures, and were never ordered, issued, or authorized by our company. 

Actions Taken XX/XX/year> : Upon discovering the unauthorized transactions, we immediately reported them to both our local Truist branch and XXXX XXXX Department, and a formal claim was filed. 

XX/XX/year> : Truist denied the initial claim, citing negligence in safeguarding access to account information and/or financial documents. 

XX/XX/year> : We filed a police report with the XXXX Police Department ( attached ). 

XX/XX/year> : A second appeal was submitted to Truist, including the police report and supporting documentation. 

XX/XX/year> : We were informed by phone that our second appeal was also denied on the same grounds. 

We have since filed an additional complaint through Truists internal process and are currently awaiting a final response, expected by Friday, XX/XX/year>. 

Reason for CFPB Complaint We believe Truist Banks denials are unjustified and inconsistent with federal regulations regarding unauthorized transactions and fraud protections for deposit accounts. The checks in question : Were issued in a check number series never used by our company ; Were electronic eChecks never ordered or authorized ; XXXX forged signatures ; and Were processed through a third-party credit union without our consent. 

We have acted promptly, cooperated fully, and provided documentation at every stage. Truists determination of negligence does not align with the facts or with reasonable account-holder responsibilities under applicable consumer protection standards. 


Supporting Documents We can provide the following upon request : Copies of the fraudulent checks Police report filed with the XXXX Police Department Truist denial letters and correspondence Account statements showing unauthorized withdrawals Thank you for your time and attention to this matter. We deeply appreciate your help in ensuring fair and lawful treatment for small business owners affected by fraud. 

Sincerely, XXXX XXXX and XXXX, XXXX.

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