Consumer complaint received 2024-12-31 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I fell victim to ACH Fraud in XXXX of XXXX the fraudsters successfully hacked my truist bank account and sent XXXX wires from my business account for just under {$30000.00}. since, I have been given the run around from the people at TRUIST BANK as they seem to have the best interest of the fraudsters more than their own customer. 

I received my final denial letter on XX/XX/year> that gave me no more information than the day I filed my dispute on XX/XX/year>. The denial stating that the funds were gone and could not be recovered but was told at the XXXX XXXX Georgia branch by XXXX XXXX and " branch leader '' XXXX XXXX XXXX in XXXX that one of the 3 transactions had not been withdrawn from the receiving bank. also in the previous letter it states that in " section K of the commercial bank service agreement that if you believe an ACH debit to your account is erroneous or fradulent, you must notify us immediately and in a time and manner that reasonable allows us to attempt to return the transaction before the applicable deadline set forth in the operation rules of XXXX ( which in some cases is as short as one or two business days '' basically just an explanation of how Truist wasn't liable and no real resolve for your customer. 

dates of correspondence since XX/XX/year> XXXX Called XXXX XXXX XXXX at branch to obtain wire trace information and was assured I would receive a call back on XXXX ( no call back ) XX/XX/year> -Called XXXX XXXX with Truist Client resolution and left message ( no return call ) XXXX Called the Fraud Department with Truist and asked for WIRE Trace information and was told that " the fraud department can not provide wire trace information '' and to email XXXX to request ( see attached email ) ( no return email from claim documentation ) XXXX left another message for " branch leader '' XXXX XXXX XXXX ( no return call ) XXXX left another message for " branch leader '' XXXX XXXX XXXX ( no return call XXXX XXXX left another message for XXXX XXXX with Truist Client resolution XXXX no return call ) XXXX returned call from XXXX XXXX XXXX at Truist XXXX of Georgia XXXX He stated that I must jump through hoops with local law enforcement and have them submit an official request with the bank for information that Truist should provide to me in good faith being their customer. after all MY money was transferred someone using their platform and its top secret to see where and to whom received it? 

XXXX talked to XXXX XXXX XXXX that was absolutely taken back that MY bank would not provide in good faith this information. He also stated that the only time they hear from the banks fraud departments is when the bank is actually on the hook for lost funds. not when the consumer or business has to take the loss. an official request was submitted by XXXX and has not received a response. 

XXXX Called XXXX XXXX XXXX Truist Client Resolution ( no response ) in a separate complaint I asked for a very simple resolution. It was an answer to how my account was breached seeing how Truist has access to IP addresses and any other electronic fingerprints associated to transaction within their network. and why safeguards did not prevent these wires from being sent knowing that it was out of character for my organization to send money like that to anyone. Neither of these questions were answered. 2 months later I have many other questions that deserve answers. Keep in mind that it is a CHOICE to bank with Truist or anywhere for that matter. 

These are REAL PEOPLE and REAL BUSINESSES that are being affected. YOU SHOULD ATLEAST TREAT YOUR CUSTOMER WITH RESPECT AND NOT MAKE A BAD SITUATION WORSE BY DISREGARDING THEM AND MAKING SOMEONE THAT CHOSE YOUR COMPANY JUMP THROUGH HOOPS TO GET ANSWERS.

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