Consumer complaint received 2024-07-27 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: NC

Complaint narrative:
On XXXX XXXXXX/XX/year> around XXXX my wallet was stolen at the XXXX XXXX XXXX XXXX I did not realize it was gone until my wife called and asked if I had gone to XXXX because she recd an alert that the account had spent money via text. I told her no and she asked where my wallet was - I then realized it was not with me. Shortly after, the XXXX called to let me know that someone had turned in my wallet. My wife called Truist XXXX dept to let them know that my debit card was being used and that my wallet had been missing. Truist canceled my card but XXXX charges had completed. When I got back to the XXXX - that was the only card missing. We called and filed a police report immediately and then contact Truist. Truist told us that until the funds were not pending anymore and paid that we would have to wait until the charges cleared the bank before putting in a dispute. I gave the Truist person the police report number and we waited until the charges cleared the bank as instructed. We called back when they cleared and gave the same information. We were told that it could take a few days before we heard back about our funds. I went into Truist to obtain a temporary card until my replace one come in. The XXXX is working with the XXXX Police Department to find the person that stole and used the card. 

I recd this letter today via email from Truist stating as follows : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Truist is grateful for the opportunity to serve you. After careful review and consideration, we have concluded that we are unable to honor all, or a portion of your claim in the amount of {$120.00}. 
Based on a review of our records and the information gathered during the course of our investigation, we have determined with respect to the above-reference amount that the card/device was present for transaction ( XXXX ) not disputed in the same area before and/or after the last disputed transaction and included detailed client information. You have the right to request a copy of any documents that we may have relied on in making this determination.

If there are any remaining transactions that were disputed as part of your claim and that we have not issued a final decision on, we will continue our investigation of those transactions and communicate a decision to you as soon as possible.

Should you have further questions regarding this matter or would like to request documents for this case, please contact XXXX XXXX at XXXX. We are available XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Our teammates will be glad to assist you with any questions or concerns. 
Thanks for banking with Truist. 
Truist XXXX XXXX XXXX We changed banks today but will have to wait to close our account until pending funds are cleared. Please help us with this matter. 
XXXX XXXX & 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