Consumer complaint received 2025-03-21 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:
I was a Truist bank customer when fraudulent activity was done in my checking account and funds were taken from my account multiple times. I had my purse and wallet stolen from my vehicle while I was at a cemetery on XX/XX/XXXX, the items included were my drivers license, debit card and other credit cards. I reported the card stolen at the time online and was sent a replacement debit card. The first activity of a fraudulent check hit the bank on XX/XX/XXXXXXXX  for {$1600.00}, I didnt notice until XX/XX/XXXXXXXX  which is when I then called the bank to report it. I explained to them what had happened at that time about my ID being stolen a few weeks back and that check was not me plus my signature was forged. At that time a case was opened for this and it was going to be under investigation. Documents were then sent to my home with what they needed for me to submit to their claims department. I sent my ID as requested and the copy of the police case number. I had to wait for the actual police report to be sent to me. I later submitted that when I obtained it on XX/XX/XXXX. They suggested to freeze that checking account and I would have to go in person to open a new one. I proceeded with this and went in person to a Truist branch to open a new checkings account at that time. Later on XX/XX/XXXX another fraud occurred but this time at a branch in XXXX XXXX of XXXX in person with a teller. They were able to do a cash withdrawal of {$4500.00}. On XX/XX/XXXX when I realized the pending charge on my account for the {$4500.00} I called immediately and once again reported it. This was now done in my new checkings account that I had just opened a little less than 2 weeks. I immediately froze all of my bank accounts and explained to Truist at that time that I will be withdrawing all of my funds and leaving their bank. I had recently reported an incident to them, how is it possible for this to happen and in another county when I live in XXXX, FL and there were clear notes in their system of fraudulent activity reported from XX/XX/XXXX. The agent mentioned someone had called earlier, failed some security questions and then stated they would visit a branch. She asked me if I had changed my phone number, I responded no and this should of all been red flags to them. Since Im now a victim or fraud and identity theft I did not feel safe or secure leaving my funds there. I went in person to a Truist branch on XX/XX/XXXX due to the bank being closed on XX/XX/XXXX when I called the bank to report the incident. I spoke with a branch manager that helped me take all my funds out, escalate the fraud and report the teller to conduct an internal teams investigation. Ive been in contact with a Client Resolution Specialist at Truist thats been assigned to my case. On XX/XX/XXXX I see another fraudulent charge in the account that luckily my funds were no longer on with the amount of {$1300.00}. I called the bank right away and asked what that charge is for, they explained for a check that was deposited. When I asked when and for more details they couldnt tell me much yet at that time. I then had to go again in person to the branch to send them more signed notarized forms and have them submitted. A new case number was given to me for the new fraud. I later found out that fraudulent check was done the same day in XXXX when the {$4500.00} transaction was also done. I now received a notification that my first case was denied due to the fact that I did not report the theft immediately when it occurred and that because the police report states the vehicle was not secured at the time of the robbery. Then I received another letter with the second case that I had opened also denying the {$1300.00} in the account that I had because of the same reason that the theft was not reported upon discovery of theft. Ive emailed them today with the second police report from the incident that occurred in XXXX. I opened a case with the police for the person that is impersonating me and forging signatures. This bank is terrible and Im so glad I left before they wouldve taken all of my funds and left me completely broke. Im fighting to get reimbursed and they are not truly investigating this properly. They should be investigating the teller and the companies that these checks are coming from to verify all information. They have cameras and can see the person that went into the branch and match their physical ID to the actual ID they have of me on file. Truist is by far one of the worst banks and they do not take these matters seriously. Ive missed work, and have been in financial hardship due to all of this. They are quick to close your case and no one actually takes the time to do their investigation, yet when hard working citizens are going through tough times and perhaps are late on a bill or cant pay something they are quick to take their money. When the tables turn they fight to make sure you do not get your money back!

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 monetary relief