Consumer complaint received 2026-05-05 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: KY

Complaint narrative:
I am filing a complaint regarding unauthorized transactions on my checking account with Truist Bank. On XX/XX/XXXX, multiple transactions were made using my debit card at various locations across the state of Kentucky. I did NOT authorize these transactions, and my physical card was in my possession at all times. The fraudulent charges : XX/XX/XXXX XXXX store # XXXX XXXX XXXX Ky XXXX XX/XX/XXXX XXXX store # XXXX XXXX Ky XXXX XX/XX/XXXX XXXX store # XXXX XXXX Ky. XXXX XX/XX/XXXX XXXX store # XXXX XXXX Ky XXXX I called and reported the incident the next day XX/XX/XXXX when I noticed the charges. I also asked for a temporary credit and they refused said I would have to call the fraud department for this. I called the fraud dept on XX/XX/XXXX to tell them that 2 of the charges that totalled XXXX each were charges that I made. The total amount of the claim should be XXXX not XXXX. She said let me put u on hold so I can make note of that so that the person reviewing your claim will see it. I was put on hold for several minutes. When she came back on the line I asked for temporary credit in the amount of XXXX and she refused said I would have to wait until it was determined if the charges were fraudulent or not before I would get the money back On XX/XX/XXXX I recieved a letter dated XX/XX/XXXX stating Truist denied my claim, stating that my physical card was used and that no fraud occurred. I told them This conclusion is incorrect and unsupported. It is not possible for me to have been physically present at multiple locations across the state in the timeframe these transactions occurred. This same day I requested a copy of the information they used to make this determination. On XX/XX/XXXX I recieved a letter dated XX/XX/XXXX requesting a letter ( from me ) referencing all charges being disputed with an explanation as to why they are being disputed? I called again on XX/XX/XXXX and requested a copy of the information that was used to make their determination because according to them my case has already been closed and a determination that I was liable has already been made To date I still have not recieved any evidence from Truist that tells me who used my information or how they used it or the time it occurred that day. Nothing has time stamps. I am afraid to deposit any money into my account because I do not know how the fraud occurred. Under the Electronic Fund Transfer Act ( Regulation E ), I am not liable for unauthorized transactions reported in a timely manner. I reported this promptly. I am requesting : Full reimbursement of all unauthorized transactions Documentation and evidence used in Truists investigation ( including transaction method, chip/PIN usage, terminal data, and location timestamps, security footage of who used my information since they claim my physical card was used. A reinvestigation of my claim Truist has failed to properly investigate this matter and has wrongly held me liable. This has been a nightmare. And I hope this doesnt continue to happen to me or anyone else. I just want my money back and to know how it was stolen. And the people that stole my information caught and charged. I am requesting immediate resolution and reimbursement. Is there anyone that will help me?

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