Consumer complaint received 2025-01-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Since opening my account with Truist i have never had access to online statements for one of my accounts. I have documented emails and calls with them notifying them of this issue. I wrote a check to a client of mine and this check was washed, a new name put on it, and cashed by someone I do not know. I reported this check fraud right away to Truist and they denied my claim and denied my reimbursement of {$14000.00}. I now have a client with a lien on their home due to not being able to pay their bill with the check they were supposed to receive. Truist denied my claim for not reporting the check fraud in the time required. The agreement requires notifying Truist within 30 days of the statement date. i have documented emails for over a year telling Truist that I have NO access to any statements, please get this fixed. It was not until around XX/XX/XXXX Truist finally provided 21 statements all at one time. For the first time ever, I have now 21 statements to go through. All other conditions have been complied with. I was prejudiced in my ability to review statements in 30 days as I tried for over a year to get access to the statements and then was provided 21 all at one time. Finally for the first time I could even review this information and sure enough roughly 90 days later this check fraud was discovered and immediately reported.

The services agreement states...

You agree to report any lost or stolen check ( s ) or any unauthorized transaction ( s ) on your account immediately upon discovery. 
I became aware of the check on XX/XX/XXXX all time stamped texts and emails. 
I checked right away the same day with other parties to see if it could be figured out. 
It was reported to Truist immediately. 
This language was complied with and reported immediately. 

The agreement also states... 
Limitation to File Claim. You agree that no legal proceeding or action may be commenced against the Bank to recover any amounts alleged to have been improperly paid out of the account due to any unauthorized signature or endorsement, any alteration, or any other fraudulent or unauthorized transaction unless : ( a ) you have timely reviewed your account statement and provided the written notices as required above and ( b ) such proceeding or action shall have been commenced within one year from the date the statement containing the unauthorized transaction was made available to you. 
No statement was ever provided to me until XX/XX/XXXX, so this was reported in roughly 3 months. 


I have documented emails and proof that for over a YEAR I have asked for statements for my XXXX account. I have never had access to see my statements for the XXXX account since the day it was opened. I tried for months and months with no responses. 
Here is quick documentation and I can find more in texts etc. 
XX/XX/XXXX you can see I am notifying Truist that statements are not available for me. 
XX/XX/XXXX you can see no one responded. 
XXXX more months go no with no help and you can see on XX/XX/XXXX I reached out again informing I have been trying to get this for over a year. 
XX/XX/XXXX you can see I still have nothing. 
FINALLY around XX/XX/XXXX after over a year, I was finally provided with all of my statements from XXXX. Attached you can see what I was provided that has NO check images like other statements do. It has both checks there with nothing else whatsoever so nothing would be wrong here. 
Now I am finally for the very first time provided 21 months worth of statements to now go through that I have never had access to in the past asking for over a year. Not only that, the statements are not even full statements with information about the check names or images etc. 

Truist failed to provide me statements of my account. Truist was asked several times for over a year to fix the problem and ignored this request. Check fraud was committed and reported as soon as it was discovered. Truist denied reimbursement for these funds for failure to provide notice within 30 days of the statement when I had to go through 21 of them all at one time due to their failure to allow access to any statements for over a year. Now my client has a lien on their home over this. When filing the claim with Truist, there was not a SINGLE request for information before denying the claim, not 1. The phone call reporting the claim is recorded in which I advise i have all dates, facts, names, addresses, etc. to help with the investigation in an email. I ask who to send the email to and am advised they will reach out if they have any questions. Not a single person ever reached out and the claim was denied right away.

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