Consumer complaint received 2024-01-30 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
XXXX - The accounting department noticed there was a {$15000.00} unauthorized ACH debit from our business operating account. ( Exhibit XXXX ) XXXX - I went to my local Truist Branch and filed a Fraud Report, C XXXX. ( Exhibit XXXX ) The Fraud Department ( XXXX ) said an investigation would take 90 days. 
XXXX I went to the local branch to see if I could obtain any additional information. I was told that someone changed my phone number for the two-step verification process ( Where the security codes were sent ) to ( XXXX ) XXXX on XXXX at XXXX XXXX. ( Exhibit XXXX ) I dont have any idea who that number belongs to and how they were able to change my phone number. The hackers outsmarted the Truists security system they had in place. 
I immediately told the banker the phone number was not my number and needed to be changed. When I tried to change the phone number back to my cell phone, I had to show my I.D . to prove who I was. 
I was also told someone was in my account on XXXX at XXXX XXXX with a XXXX XXXX address of XXXX. ( Exhibit XXXX  ) XXXX - I filed a report with the XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. ( Exhibit XXXX ) XXXX After hearing that the hackers were able to change my phone number for verification security codes, I immediately had my computer and server scanned for any viruses. The IT department found that the hackers put in rules in XXXX that prevented Truist and XXXX XXXX banks emails from ever reaching me. ( Exhibit XXXX ) XXXX - Without warning, Truist put a debit hold on all my business checking accounts and told me that I had to close all existing accounts and open new accounts. This caused many problems for the company. Because Trusist didnt give us any warning, many of the checks we previously wrote, plus all the auto-pays, were not getting funded. Needless to say, this put great stress and XXXX on the company and the accounting department. 
XXXX I received an email from Truist stating, New Online Banking Account Login Detected. This was four days after the fraud had taken place. ( Exhibit XXXX  ) XXXX - I called the XXXX XXXX XXXX XXXX to get an update on the fraud and was advised that since my office was in XXXX XXXX, FL, I needed to file the case with XXXX XXXX police department. 
XXXX I filed a police report with XXXX XXXX police department, Case # XXXX. Detective XXXX has been working on the case. Her phone number is XXXX. Her email address is XXXX. ( Exhibit XXXX ) XXXX I called Trusist for an update, and XXXX advised me the case was still under investigation. 
XXXX I sent XXXX XXXX, CEO of Truist Bank, a certified letter requesting an update on the investigation and a refund of {$15000.00} that was stolen from my account. There was no response from XXXX. ( Exhibit XXXX ) XXXX I sent Detective XXXX the routing and account numbers of where the {$15000.00} was transferred to. ( Exhibit XXXX ) XXXX - I sent XXXX XXXX, CEO of Truist Bank, a second certified letter requesting an update on the investigation and a refund of {$15000.00} that was stolen from my account. There was no response from XXXX ( Exhibit XXXX ) XXXX Truist sent me a letter stating that they finished with the investigation and that they will NOT be refunding my funds. However, if the other bank to which the funds were transferred, Truist would refund my money and charge me a service fee for doing so. 
In the letter, there wasnt any explanation or reason why Truist wasnt refunding my funds. ( Exhibit XXXX ) XXXX - Called Truist at XXXX XXXX and requested a copy of their investigation report. I was put on hold for over an hour and then disconnected. 
XXXX I called Truist back again at XXXX XXXX, requesting a copy of their investigation report. I was advised they will send me a copy, but it will take two business days. 
XXXX - I called Truist and told them I did not receive the internal investigation report that I was promised. I only received the letter they previously sent me. I was advised NO funds or internal documents will be sent to 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