Consumer complaint received 2024-03-04 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: SC

Complaint narrative:
On XX/XX/XXXX, Sunday, XXXX, I was notified by private money app called XXXX XXXX that there was a large transaction on my Truist account. I immediately went to my Truist app and investigated the charge and was found to have a charge from XXXX for over {$1000.00}. I immediately called Truist and had my debit card canceled as I had not purchased anything from XXXX. Truist would not halt the payment and stated I had to wait until the transaction was posted to file a fraud claim. On Wednesday, XX/XX/XXXX the charge posted and I filed a fraud claim with Truist. On XX/XX/XXXX. I was notified by Truist that they denied my claim and then went into my local bank of Truist, and the Truist representative in the office was able to inform me that it was obvious fraud because someone had also tried to use my card on XX/XX/XXXX and XX/XX/XXXX, this was the card that had been canceled. The Truist rep and myself also contacted XXXX that day, and XXXX would not give any information to us without a warrant. The following week I filed a police report with XXXX XXXX police department. 
I also appealed the denial through Truist. No fraud department personnel has ever contacted me by phone or asked any questions. The local branch Truist representative did turn in proof that someone had attempted to use the canceled card for two days after it had been canceled. 
On XX/XX/XXXX I was notified that Truist once again had denied my appeal for the fraudulent charges on my account. I reopened a new fraud claim with Truist which has also now been declined again. Again no representative Truist has tried to reach out to me nor the police department, nor XXXX to confirm that this was indeed true fraud. I have never bought an XXXX through XXXX because I have a XXXX carrier and that is where I buy any XXXX phone. 

Also, the first fraud claim was denied because there was a {$.00} charge to XXXX and I quote that means I had a relationship with. to appeal the first denial, the Truist fraud department had to attach the {$.00} charge from XXXX to that claim to appeal the claim. So on XX/XX/XXXX when I received the letter from Truist that they approved the {$.00} charge but no one ever addressed the {$1000.00} charge which was the original complaint. 

It is obvious to me that Truist has hired people that are not local, nor have any control, nor any intent to refund true fraudulent charges. I do not know who ordered an XXXX XXXX XXXX, I do not know where it was delivered, I dont know whose name was on it. I never had any communication with XXXX, nor approval of a transaction for an XXXX XXXX purchase. Someone stole my information used my information and Truist Has not protected me or my account or my money. 

Again, Truist has not had anyone from the fraud department contact me via phone as I was told they would multiple times. The only communication I ever received from Truist were automated emails that said do not reply.

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