Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Subject : Fraud case XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX , I have a current fraud case ongoing with my Truist bank debit card ending in # XXXX with no satisfaction or a response to my case since this case started on XX/XX/2026 and today is XX/XX/2026. I have tried to resolve this with your bank since XX/XX/2026 and here is the time line : I went to gas station near my residence on the evening of XX/XX/2026 and lost my card after completing a transaction using my card ending in # XXXX. I returned home and discovered the next day XX/XX/2026 that a total of {$2000.00} was withdrawn in increments of {$100.00} and {$50.00} amounts of which I gave no authorization to anyone to do so nor did I have my card on me at that time. I called fraud department at Truist and then went to my local Truist branch to report this fraud on XX/XX/2026 and the branch customer service closed my bank account and debit card and ordered me a new debit card and opened a new bank account number. I had to wait seven days until my new debit card arrived and had no access to my money since it was stolen and I had just received a commission deposit right before my funds were stolen. I am very disappointed as to why there was no security check or warning as the person who stole my funds withdrew my funds in increments of {$100.00} and {$50.00} during the late night/morning hours. I did my duty to report this fraud asap the very next day. I received a fraud form in the mail to sign as an affidavit and I went to the same branch again located at XXXX XXXX XXXX XXXX Fl XXXX and they helped me fill the form out and sent it into the Truist fraud department. Then I called the fraud department on XX/XX/2026 and spoke to a nice lady by name of XXXX and she explained I was totally in the right and should receive my funds back into my account in a few days. A week later nothing, so I again called the fraud department and another lady explained that the fraud department denied my claim. So I explained my case again to this lady and she agreed with me that this should be readmitted into the fraud department. On XX/XX/2026 I made another visit to the local branch on XXXX XXXX XXXX and the branch person resent another claim form and assured me everything would be ok and I should get my funds back. On XX/XX/2026 I called Fraud department again and the lady explained to me the they approved my case and they just need to get a manager to verify the case and that I should be receiving a new certification affidavit form to sign and send back. This form has never been received as of XX/XX/2026 and no refund of my funds. I then called the corporate number at XXXX and spoke to XXXX on XX/XX/2026 who was very nice as I explained my story to her and she said someone will call me that day to follow-up. I received a phone call that XXXX and the person said they will get back to me. Again, no follow up here so I called XXXX again on XX/XX/2026 and explained that my case is still not settled and was out of money right now. She said she would have someone call me which they did and would have a response for me soon. As of today, there has been no follow up, and nothing in the mail to my address of XXXX XXXX XXXX XXXX Fl XXXX. I am trusting you and your bank will do the right thing and get my money back as everyone I have spoken to in the branch and fraud department explained I would be receiving my funds back.

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