Consumer complaint received 2026-04-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XXXX XXXX an unauthorized hacked XXXX transaction was made against my Truist Bank savings account. I went to a Truist branch to report the fraud transaction on XX/XX/year>. We spoke to the branch manager, XXXX XXXX, who typed a report online. We couldn't report the fraud until the pending XXXX transaction cleared. As a security maneuver, we closed the checking account and opened a new checking account with XXXX XXXX. We demanded that no XXXX transactions be allowed goingforward. On XX/XX/XXXX, the XXXX transaction cleared. We reported the fraud to the Truist Fraud Department via phone and a case # XXXX was opened. On XX/XX/XXXX, we opened a police report with the XXXX XXXX, XXXX Sheriff 's Office. On XX/XX/XXXX, Truist sent us a letter denying our claim stating erroneously that we had made the transaction. On XX/XX/XXXX, we called Truist to reopen the claim and informed the fraud department that we would send them a copy of the police report as soon as we could get it. On XX/XX/XXXX another hacked unauthorized transaction for {$2000.00} from our savings account was attempted and Truist stopped the transaction as we had requested. As a result of this attempt, we closed the savings account and the second checking account. We opened a third checking account. On XXXX we started online banking for our new checking account ( third ) and transferred newly deposited funds from our closed checking account to our third account. On XX/XX/XXXX We called Fraud and spoke to XXXX who stated that our claim was still open. On XX/XX/XXXX we spoke to a supervisor named XXXX and he said the claim was closed but that he would reopen it. On XX/XX/XXXX, we received another denial letter due to the bank not being able to get the money back from XXXX. We went to the Truist XXXX XXXX and our money asked the Branch manager why the Electronic Funds Transfer Act didn't guarantee us getting our money back. The Branch manager called a fraud supervisor who opened a sub claim XXXX to our main fraud claim. We filed a new affidavit as required by Truist since the affidavit that XXXX XXXX processed was not completed. XX/XX/XXXX, we went to the XXXX XXXX Social Security Office to get our direct deposits fixed for the third checking account. XX/XX/XXXX called Fraud Department and spoke to XXXX, ID XXXX who told us that the claim was still open but that we had to document that our phones and computer did not have malware on them. XX/XX/XXXX, went to XXXX branch and was told that I had to get and my cell phone scanned for malware. I went to XXXX who said they don't do scanning. Went to XXXX XXXX and got phone scanned and it was clean. Got a printed report. Went back to XXXX Branch and Branch Manager emailed the report to fraud department. XX/XX/XXXX, got an email from XXXX XXXX at Truist informing me that she was my customer service representative. There was a claim number XXXX on her email. XX/XX/XXXX, got a call from XXXX explaining that she was not part of the fraud department and that she had received two letters from the Fraud Department denying my claim. These were the XX/XX/XXXX, and XX/XX/XXXX, letters. She asked if someone had called us asking for information that could have resulted in the access to our account to which I replied to as a no. We had an unrewarding discussion, and we cordially ended the call. Truist is in violation of the EFTA and Regulation E. Please help.

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