Consumer complaint received 2026-01-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Subject : CFPB Complaint Ongoing Unauthorized XXXX  Transactions on Truist Accounts Company : Truist Bank Product : Checking Account / Debit Card Issue : Unauthorized transactions/ Fraud not stopped I am filing this complaint regarding ongoing unauthorized debit card transactions processed by Truist Bank related to XXXX. 

The XXXX fraud on my Truist accounts appears to have begun around XX/XX/XXXX and has continued to the present, despite being reported to Truist Bank. The total amount taken across my accounts is in the thousands of dollars. 

I maintain XXXX separate Truist checking accounts, and both accounts were impacted by this XXXX fraud. I reported this to Truist and specifically requested XXXX new debit cards, XXXX for each account, due to the unauthorized activity. 

After the fraud was reported and new cards were issued, the account ending in XXXX no longer shows new XXXX charges. However, the account ending in XXXX continues to incur new unauthorized XXXX charges, even after Truist stated that corrective steps had been taken. 

I also want to be clear that I stopped using my debit card for XXXX entirely in XX/XX/XXXX once I realized fraud was occurring. Despite this, there have been more than XXXX unauthorized XXXX transactions posted from XX/XX/XXXX through the present, including XXXX charge in the amount of {$96.00}, none of which I authorized. 

I reported these transactions to Truist as fraud, not as a billing dispute, and advised that the activity was ongoing. Truist issued new debit card numbers and stated that merchant tokenization was cancelled ; however, unauthorized XXXX charges have continued on the account ending in XXXX, demonstrating Truists failure to stop known fraud. 

I have made extensive efforts to resolve this matter directly with Truist. I have spoken with Truist customer service representatives multiple times by phone and online, spending many hours reporting the fraud and following their instructions. I have also gone into a Truist branch in person at least XXXX times, where I sat down with a bank representative, provided my information, and completed the steps requested by Truist. 

At Truists direction, bank representatives assisted me in faxing and emailing statements and documentation that Truist online customer service requested. Despite fully complying with these requests, Truist has not stopped the fraud, has not provided provisional or permanent credit, and has not provided a meaningful resolution. 

Truist has failed to prevent continued unauthorized electronic fund transfers from my account ending in XXXX and has failed to provide protections and reimbursement required under the Electronic Fund Transfer Act ( Regulation E ). 

XXXX has advised me to resolve this matter with my bank, while Truist has failed to stop the fraud or make me whole. As a result, I continue to suffer financial harm due to Truists failure to address known unauthorized transactions. 

I am requesting that Truist Bank : Fully reimburse all unauthorized XXXX  transactions across both accounts Provide provisional credit as required by law Permanently block XXXX  and any associated merchant tokens, particularly on the account ending in XXXX Correct its failure to stop ongoing unauthorized electronic fund transfers Due to the volume of documentation ( approximately 16 months of statements across XXXX accounts, each with multiple pages ), I have not attached every statement but can provide them upon request. The unauthorized transactions are clearly identifiable as XXXX charges in my Truist account history.

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