Consumer complaint received 2025-06-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
On XX/XX/XXXX, we received a late notice from the XXXX XXXX XXXX office that they had not received our property taxes. Unsure how this was possible, as my wife had mailed the check in a XXXX XXXX  drop box on XX/XX/XXXX, the check was written for {$2300.00} and dated the day before on XX/XX/XXXX. We pulled our paper statement, as the statements have become very confusing since XXXX  has starting combing accounts on a single statement as well as online sign-in. This particular account, that was hit with fraud, is always on the back of the statement and is not easily seen initially. Since this is a SXXXX XXXX account it is rarely used. In roughly XXXX  years of having this account it has maintained roughly the same balance with minimal checks written from this account including the check in question. On researching our paper statement, we saw the check had cleared our account in the amount of {$9300.00} check number XXXX, we had to go online as XXXX  does not offer a check copy on the paper statement, in which we XXXX have discovered sooner had these check copies been on the paper statement. We saw this check had cleared the account on XX/XX/XXXX and paid to the order of XXXX XXXX XXXX. The handwriting in the check amount and payable to are completely differently that XXXX signature. And those also match the depositor. It is obvious the same person wrote the check and signed themselves. This check showed a mobile deposit into an account for XXXX XXXX XXXX XXXX  XXXX XXXX XXXX I looked through the online account and saw that our XXXX  were almost depleted, I found another check, apparently a counterfeit of the original check as the check number had been changed to XXXX, in the amount of {$6300.00}, we still have this physical blank check in hand. This check was paid to the order of XXXX XXXX, another name we did not know or recognize and appearing as the same handwriting as the previous check. We were told this check was physically taken into a bank and cashed. At no time were we notified of this activity to question the validity, the persons with the checks or the amount. 
After finding this I immediately called the XXXX  XXXX line very late on Friday evening XX/XX/XXXX. They instructed me that they could not help me, and I would have to physically go to a branch bank to file a fraud case. XXXX of the first questions the bank representative asked, did we call this in and file, XXXX XXXX? Reply yes, but they said they could not help. The bank rep said they should have been able to file this online. 
We proceeded to file the fraud case, affidavit and the necessary documents to pursue getting our money back. At no time did the bank representative have any concerns that we would not get our funds back. The impacted account was closed, a new account opened with the remainder of the funds moved over and she set it up for deposit only as to not impact the deposit of the refunded money, per her statement. She advised that we report this to the XXXX as well. We did so on XX/XX/XXXX, via phone as it appears one can not walk not a police station these days to file a complaint. Roughly XXXX  days later I was contacted by a detective via phone. At no time did he ask for any physical documents, check copies, information pertaining to this case As of XX/XX/XXXX, I had received no correspondence from the XXXX  fraud department so I contacted the local bank rep, and she stated that I would not hear anything from them typically and the money would just show up in our new account. I found where I received an email from XXXX  Fraud Claims on XX/XX/XXXX XXXX AM, containing PDF documents of the affidavit but they were not filed out completely. I could not get a response on what this was for. I sent an email with further information on XXXX XXXX to the fraud claim email, XXXX not sure if it is response to that or why I received this email. It seems to contain PDF copies of blank affidavits with no explanation. On XX/XX/XXXX XXXX AM I received an email from XXXX fraud with a denial letter attached to the email. I find it odd that XXXX receiving these emails in the early morning AM and points to this investigation being conducted overseas in a completely different country and time zone, this is disturbing, in itself, Ive been told XXXX a valued client. Some of the emails have gone to spam and I found it by chance ; it is easily overlooked being that time of morning and the number of emails that come in after. 
Upon receiving this letter I immediately contacted the local bank rep we had been working with, XXXX XXXX, and requested an appointment that day. She said she could not accommodate me as she had a full schedule and would be leaving early. She said the local branch could not be of any help on XXXX cases, she replied with an email stating she had sent an email to corporate, filing a formal complaint but did not copy me. She stated someone would be contacting me about the matter, this was on XX/XX/XXXX. 

On Monday XX/XX/XXXX, I received an email from XXXX XXXX stating there was a secure email waiting for me. I had a very difficult time navigating to this email, with no assistance or guidance. XXXX XXXX XXXX XXXX and I have technological skills, but this was unreliable and difficult. The letter is vague and only states that they are in the process of researching my questions and concerns, if anything further is needed, she will reach out. XXXX assuming this is from the email XXXX sent on our behalf. I was not copied or informed so XXXX cant be sure. I replied with an email to provide further information, and some correspondence and Ive yet to receive a reply or any correspondence from XXXX XXXX. 

I would also like to report a suspicious phone call I was receiving around the period of the said fraud, I still have a recording of these calls. When the phone was answered by voicemail or me, a recording would start by saying please hold a team member who will be with you shortly. No one identified a name of a person or organization only this information and a wait time. Eventually I answered and stayed on the phone to XXXX what this was in relation to. Someone picked up and said they were with Truist Bank, and asked to speak to the holder of an account and asked for personal information pertaining to an account including my name, account number etc. I stated that I did not provide that information. I hung up and called my XXXX and the representative that I was working with at the time, XXXX XXXX. I left a voicemail and then followed up with an email in which she responded to, I still have this email conversation, I asked about this number, the process, and were my accounts ok. She responded it might be a call if I was late on a newly opened credit card, gave me a number to call as she said she would have to call the same number anyway. At no time did she look at my accounts as I expressed concern. 

This money is a XXXX  XXXX  that my wife and I started when we were married XXXX  years ago. We thought it was safe in SunTrust and remained in as such XXXX  as we did not realize they were not the same type of customer care as SunTrust Bank was.

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