Consumer complaint received 2024-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
This letter formally expressesmy extreme disappointment with Truist Bank 's recent denial of my claim for unauthorized transactions. I believe the bank has incorrectly handled my case and respectfully request a more thorough review of this claim.Reason being that the claim was not done in a timely matter. I have never been made aware any time frame on discovery of claims. 

I discovered unauthorized transactions on my checking {$490.00} and on savings {$5400.00} account from XXXX in the total amount of {$5900.00}. Both accounts were opened on XX/XX/year> in the amount of {$6000.00} and myself or my XXXX brother has not been back to the bank or accessed these accounts since that day. I informed the Truist fraud department via phone immediately. The funds were in a joint account for my XXXX brother for his daily living needs. I was also informed that at this time that my brother 's wallet was previously stolen. In which I informed Truist bank, froze both accounts and filed a claim on XX/XX/year>. On XXXXvisited the local Truist bank to speak with a personal banker on duty to inform them of unauthorized transactions on both accounts and asked her to research those dates. She stated that the Truist bank data system did not have the information for my accounts no longer for that period. she also stated that if I had setup online banking with alerts, I would have been aware and prevented these unauthorized transactions. I was also informed that the savings account statement is mailed out every XXXXXXXX XXXX, well after the date I would be made aware of the fraud on my account. While speaking with the banker I let her know that I had already frozen the accounts and filed the claim and verified this by showing me this on her computer. I contacted the Truist fraud department on XX/XX/year> again to check on my claim status but they could not locate it. I had to start the claim process all over again which was very upsetting. 


I received Truist Affidavit of Fraud documents on XX/XX/year> but they were dated XX/XX/year> that stated they needed to be completed and notarized within XXXX XXXX XXXX. A Fraud investigator contacted me via phone on XX/XX/year> to request that I email copies of my brothers ' and my Id 's needed for the claim. I stated that I would send it on XX/XX/year> and he stated that the would be fine. On XX/XX/year> I went to a Truist bank to get Truist Affidavit of Fraud notarized and faxed to Fraud claims department. 


On XX/XX/year> I received a denial letter from Truist Fraud Claims/Management dated XX/XX/year> concluding their investigation. Stating that my claim for reimbursement was denied because it did not report my claim in the required timeframe ( s ). As I stated previously, I was not informed of the required timeframe when reporting unauthorized transactions or fraud. 


Thank you for your time and consideration in this matter.

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