Consumer complaint received 2024-01-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: PA

Complaint narrative:
This is the letter sent to Truist bank 's fruad department in the hopes they reconsider our case. 

" I am providing additional information for case XXXX XXXX XXXX and the detailed steps me and my family have taken to retrieve my XXXX  stolen money. 

On XX/XX/XXXX and XXXX, 2023, {$21000.00} was stolen from my XXXX XXXX  account ( XXXX XXXX ) in XXXX different withdraws via my account through XXXX and transferred to a XXXX XXXX in XXXX. 

As we do not know, or have ever known a XXXX XXXX, we immediately filed our original claim with the Truist bank branch on XXXX XXXX, XXXX, XXXX with XXXX XXXX. Me, my mother, and my brother XXXX XXXX attended the meeting as all our names are on the account. Though my brother never accessed the account as he banks elsewhere. Neither my mother nor myself have ever used or established an account with XXXX. We were never notified via email, text or phone call from the bank that these transactions had taken place, considering it was a large sum of money to be withdrawn using a money transferring app we have never used before. 

During our meeting with XXXX, we closed our previous accounts and were required to sign new paperwork to transfer existing money into new accounts. We were also instructed to have our computers checked for viruses and whipped clean ( return to factory settings ). My brother was not asked to do so, as his accounts are with another bank. We were given every indication the money would be returned as XXXX believed, as we knew, this was theft. 

We received a letter in the mail on XX/XX/XXXX our claim was under review. On XX/XX/XXXX, I received a letter indicating the claim was denied. On XX/XX/XXXX, my brother spoke to XXXX with his partner in person at the XXXX XXXX XXXX. He explained his confused disappointment. XXXX stated that she would contact the fraud department and ask they re-open the case and suggested we get a police report as it may strengthen our case. 

On XX/XX/2023 myself and my mother filed a report with the XXXX police department. During our meeting, we were told they receive more cases of this nature from Truist bank than most others. The officer stated that it was the banks responsibility to print the report and would cost us {$15.00} to do so. The same day, I gave the ID number associated with the police report to XXXX in person at the XXXX XXXX branch, XXXX assured me it would be sent to the Fraud department. 

We heard nothing for several weeks. After I spoke to the fraud department again, they indicated the case was closed as of last XXXX as it was never requested to be re-opened and they never received any evidence of a police report. 

On XX/XX/XXXX, my mother and brother spoke to XXXX XXXX bank representative ) in person and XXXX ( branch XXXX ) via conference call at the XXXX XXXX branch. They claimed they never received the police report information. XXXX indicated that the case could only be re-opened if additional information was available and that we call the fraud department and request a detailed written letter describing the steps and evidence they acquired to conclude I am responsible and know the person who is responsible for this crime. My brother stated to XXXX the following, So, basically the fraud department is stating we know this XXXX XXXX person and we sent him all this money, hes hiding it under his pillow, and now, we are trying to defraud the bank out of additional money, give it to him and we split the cut. XXXX stated, Thats exactly what the fraud department is suggesting. 

On XXXX XXXX I received a letter from XXXX XXXX XXXX informing me on XX/XX/XXXX until XX/XX/2023, their network systems had been hacked and my personal information had been accessed, including names, address, birthday, and social security number. 

On XX/XX/XXXX, I called the fraud department and spoke to XXXX XXXX on a conference call with my mother and brother. My brother did most of the talking while we listed. XXXX stated, They did in fact receive the police report from the bank on XX/XX/XXXX, even though my brother and mother were told the bank didnt have it and never received it. We asked for a detailed description of the steps taken and evidence as per XXXX  suggestion. XXXX explained that he would put a request in the case be re-opened with additional evidence. He also requested we sent photos of the Mortgage company letter via email. He told us we would receive a phone call within 3 days about reopening the case and a detailed letter about the fraud departments conclusions via mail within 10 days. We emailed the case number and copies of the mortgage company letter immediately. 

Over the next two weeks, we never heard back, nor did I receive a letter from the fraud department. 

On XX/XX/XXXX, I called the fraud department, they indicated the case was re-opened and they were reviewing the additional paperwork sent via email. I was told to call every other day for an update. 

On XX/XX/XXXX, we I called the fraud department via conference call with my mother and brother. We were told the fraud department never received the email we sent on the XXXX, and they did have the police report number, but couldnt access the report itself. We requested to speak to a supervisor. During the call we spoke to XXXX, did not provide a last name. We explained in detail everything in the body of this document. She asked us to resubmit the Mortgage company letter and she stated, The bank should be able to print up the police report, thats not your responsibility. We called Truist bank on another phone vis conference call. XXXX from the XXXX XXXX bank told XXXX via our phones he was unable to do so. We offered to pay the {$15.00} to print up a hard copy of the police report and attach it in an email to the fraud department once again. 

During this time, I also received a text from XXXX indicating my XXXX XXXX had dropped XXXX points and my personla information including, name, social security number and bank accounts had been compormised over the last few months. 

My brother spoke to representatives/managers at XXXX different banks, XXXX, XXXX XXXX  XXXX and XXXX, they all concluded we have been misled, and treated unprofessionally. 

On XX/XX/XXXX, a detailed letter has been sent via email to Truist 's fraud department including all this information ; as well as, photo 's of the mortgage company letters and police report. Still awaiting a reply. 

We are filling a report with the CFPB. 

Reports to follow : FBI, Federal Trade Commission, and the Social Security Office. 

We exhaustingly, respectfully request this case be reconsidered and reopened. 

I am including the following attachments 1. Mortgage company letter.

2. Police Report.

3. XXXX report. 

I am including my mother and brother on this email. We would like an email response indicating the fraud department has received this email. '' Sincerely, XXXX XXXX XXXX note : we called XXXX, but it is almost impossible to speak to a human being other than an associate with their apps. The person we did speak to notified us that XXXX doesn't have a fruad department per-se. It is the banks responsibility to follow-up with XXXX on our behalf.

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