Consumer complaint received 2026-06-11 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: TRUIST FINANCIAL CORPORATION
State: NJ

Complaint narrative:
On XX/XX/XXXX of last week, I logged into my online banking account and saw that there were several unauthorized transactions on my home equity credit line. The larger of which was a {$140000.00} advance. I immediately called the bank Truist and eventually got connected to someone in the loan department who said they could help. They went ahead and blocked the account and put a stop payment on any outstanding access checks. The Truist representative said that she would initiate a claim, and that someone would reach out to me in XXXX hours to have me complete affidavits etc. Fast forward to Tuesday XX/XX/XXXX and no one from Truist had reached out to me. I reached out again, at which point I was told that someone in my local branch would be able to assist. I went to my local branch that day, and a teammate was very helpful and they had me complete a Written Statement of Unauthorized Debit ( ACH ) as well as a Uniform Affidavit for Identity Theft, which she sent up under the claim number XXXX. On XX/XX/XXXX, I received an automated email from Truist stating that my claim has been received and there was a link to the dispute tracker. It also contained a XXXX with an Initial Case Confirmation. When I opened the XXXX I saw that my XXXX account, as opposed to my credit line was referenced, and when I opened the dispute tracker, it said the claim had been closed. This got me very concerned so I called back to Truist ( the phone number that was provided in the automated email ) and got connected to the ID Theft group. They stated that my initial claim had to be transferred to the loan group and that also the Identity Theft group would be handling my claim from here and they would reach out if they needed anything. The woman I was speaking to provided the following XXXX : XXXX and XXXX. She also provided a XXXX ID XXXX. She stated the Truist would work in the background to get things resolved, but at present there was nothing I needed to do and that communication would be infrequent. I am more than a little concerned, based on the fact that I was transferred around to several different departments and no one seemed to be able to provide any real clarity on the process or who would be communicating to me, when, and how often. Additionally I am concerned XXXX Truist would XXXX an XXXX debit of this size on a retail credit line. Also concerned that XXXX XXXX disputes that govern ACHs from deposit accounts, may not apply to a credit account. I am also concerned that I now have a large balance on my credit line, and interest is accruing on a transaction I did not initiate, and I was told it may take XXXX days to resolve. That is far too long for an XXXX dispute, and request that this transaction be promptly reversed, and funds posted to my account reversing out all accrued interest and that Truist starts process to re-assign a new line of credit number for me, so that I may use in the future. While I understand that my claim is relatively recent, I am getting the CFPB involved as an abundance of caution as it is a very large amount of money and so Truist knows the urgency of fixing this issue that their poor internal controls have caused.

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 non-monetary relief