Consumer complaint received 2026-06-12 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: TN

Complaint narrative:
This is a copy of a letter that I sent to Truist that is attached. I think it explains everything except the criminals turned off my notifications and Truist never contacted me about this. I found it myself. I also filed a police reporter which is attached. Thank you. Dear Truist : I am XXXX XXXX. I have been a patron of your bank and its predecessors for almost fiftyyears ( personal checking ) and a business patron for twenty years. I have never had a problem with myaccounts and have had the same account numbers since I first opened these accounts until early thisyear. My business account activity is pretty much the same month after month. One day, online, checking XXXX, I discovered that I had been the victim of fraud. In one weekend, several attempts had been made to send money by XXXX to several bogus payees to the tune of about {$21000.00}. The bank stopped it after {$11000.00} or so. Phone numbers or emails were listed ( screenshot here ) and all were false. If you called or emailed, they didnt exist. I immediately called your bank who told me to call the fraud department. This involved several annoying calls because you had to call many times and each time you had a different person who asked for a few minutes to familiarize themselves with my account, which turned out to be 30 minutes usually. One lady looked at the account and said : This is obviously fraud and thats on us. Every other person said she was wrong to do that. I was told to go to my branch and change account numbers and set up new passwords, which I did, taking several hours of my time. I was told to have my computer swept, which I did, paying someone to sweep my computer to make sure it was clean. I was told to file a police report, which I did. I sent in all the documents. After the fraud departments investigation, they told me that THEIR INVESTIGATION SHOWED THAT THE TRANSFERS MATCHED MY IP NUMBER SO THEREFORE, I HAD REAPED THE BENEFITS OF THE PURCHASES AND THEY BASICALLY WERE LEGITIMATE. Anyone with a modicum of sense could look at my banking history with you over 20 years and be able to tell that I didnt go crazy one weekend and start sending out XXXX payments for over {$20000.00} to fake merchants. I have been at a loss as to what to do as changing banks is such a hassle. Then, yesterday, I get a call from your ACH fraud department telling me that someone was trying to send {$24000.00} via XXXX out of my business account. I have not linked my new numbers to XXXX, so they didnt go that route. After talking to XXXX about my account ( reference no XXXX ), he told me he was not allowing the wire transfer ( thank goodness ) and that he was freezing my accounts and I needed to have my computer swept again and set up all new accounts. The most telling thing about my conversation with XXXX was when he said : Let me look and see where this wire is coming from. After about thirty seconds, he said : Oh, my. These people are really good. We know its not coming from your IP address but theyve made it look like it is. That told me that your previous fraud investigation was a thirty-second check of the IP address and a denial of my fraud claim. I would ask that a human being with some common sense investigate this. I cant believe that anyone with a shred of intelligence could conclude that I made those XXXX payments. We are so at the mercy of computers that you would rather accuse a longtime customer of fraud ( which is the way I feel, as if youre saying Im trying to defraud you with my claim ) than to do the right thing. I am trying to decide if I set up yet another new account or try to find a bank that cares, though thats probably an impossibility in this day and age. I am writing this letter because I dont think that talking to someone on the phone goes anywhere. I also talked to XXXX XXXX, at my branch, and she said she would put in a request to rereview my case on an expedited basis and I never heard another word. Please have a person review my account and then give me any justification for denying this claim except : Its your IP address. You reaped the benefits. Also, put yourself in my position and think how youd feel about being treated this way by a bank to whom youd been loyal for half a century. Im hoping you will do the right thing and take responsibility and return my money. Sincerely XXXX XXXX XXXX XXXX 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