Date Received: 2023-03-02
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We, my wife and I were recently scammed by a person posing as a XXXX Fraud Investigator and also his associate posing as a Truist Bank investigator. Admittedly we were duped into using our debit cards. See letters sent to Truist Bank fraud investigation below. There were two separate fraud investigation incidents because the charge for {$2400.00} done in XXXX TN was not included in the first investigation. See letters sent to Truist Fraud investigation department. Case # : XXXX This is an account of what occurred with the fraudulent transactions on our debit cards. On XX/XX/XXXX at around XXXX XXXX my wife received an urgent alert regarding her XXXX account via email. Rather than calling the suggested phone number on the email she XXXX XXXX customer service. She called the number on the XXXX Customer service website and a man answered saying his name was XXXX XXXX and that he could help me. He said it looked like my XXXX account had been hacked and that he was a security investigator from XXXX. He assured her he would help her with her problem. He asked if we knew anyone in Ohio, Pennsylvania and XXXX, Del that would have had access to our computer. He said these are some of the locations of the hackers gaining access to our computer. He told her to go to our desktop computer and open it up which she did. He then said that our IP address had been breached and it was now public and there were 157 hackers that had access to our sensitive information. He sounded very knowledgeable and he needed permission to check the addresses of the hackers on the computer so she gave him permission. I, her husband, came in at this time. XXXX said that he would need our help to bait the hackers. He also showed a screen of some XXXX person who had gained access to our information. He then showed us a screen where a XXXX XXXX had accessed our Truist bank account and had made a withdrawal. ( There are two entries on our Truist transaction history on XXXX with a XXXX XXXX making a XXXX transaction. Tran code # XXXX is for {$500.00} debit and then Transaction Code XXXX a Credit for {$500.00} ). XXXX XXXX told us he had credited the withdrawal that this XXXX XXXX had made. At this point we were very anxious. XXXX XXXX then got a supposed Truist Physical Security Manager on the phone, a XXXX XXXX. Then a letter came on the screen where this XXXX XXXX showed us a letter signed by himself, that said our Truist account had been hacked by a group that was involved in child XXXX and money laundering. He told me that an email had been sent to me two weeks ago alerting me that someone had tried to change the Social Security number on my account. ( Note- I went back after all this and there was no email on my log from Truist regarding this ). This XXXX XXXX told us he was also going to help to investigate this for us. My wife had seen some Truist alerts on her phone but XXXX XXXX told us that he knew that and that he was working on the case for us and not to worry, no need to contact the bank. He also told us not to go on our online banking as that would expose it to the hackers. He also advised us not to consult with any relatives or friends since some of them could be associated with the hackers. Then XXXX XXXX directed us to go to an XXXX ATM in a XXXX in XXXX, TN. The first ATM was not working because it had been damaged in an accident at that XXXX. He directed us to another XXXX with an XXXX ATM on XXXX XXXX in XXXX TN. He had us open up XXXX and XXXX apps on our phones, maybe some more, XXXX XXXX and an XXXX application. There he directed us to make transactions, at least 6 of them using our debit cards, using the XXXX XXXX application on the ATM. He gave us codes to put in and dollar amounts, and unfortunately we followed his instructions. We were very worried. He kept assuring us that it was fine, and he would catch the hackers for us. We then went home. The next day, Saturday he called us again and assured us that they had caught 57 of the hackers but he needed us to go back to the ATM at the XXXX XXXX XXXX in XXXX and make several more transactions with our debit cards the same way. This was also repeated on Sunday. On Monday XXXX XXXX called my wife on her phone. She was at her job in XXXX and said we are almost done with our investigation, just need to do one more time. He directed her to at XXXX with an XXXX ATM in XXXX TN. ( These transactions were not included in this claim #, so I had to call Truist Fraud on XX/XX/XXXX and open up a separate Claim on these transactions-Claim # XXXX ). At the very time my wife was making these transactions I was calling Truist to ask about the supposed investigation with this XXXX XXXX. I finally got to someone in the Fraud department and they assured me there was no XXXX XXXX working for Truist. I then finally got a XXXX XXXX at Truist Fraud department. She quickly froze all my accounts. She told me that while on the phone she could see someone trying to ping my account. We did not see the following until after we received print outs from Truist on our old checking account ending in XXXX and our old savings account ending in XXXX. ( the copy from the bank statement would not copy into here. But basically the statement showed two transactions of {$15000.00} coming out of our savings account into our checking account on XXXX and another transaction on XXXX showing {$12000.00} being moved from our savings account to our checking account. ) As you can see there were transfers made of {$15000.00} on XXXX, and two for {$12000.00} on XXXX. These transfers were not made with our knowledge or permission. They must have been made by XXXX XXXX or one of his associates. We never, never gave anyone our online username or password. These savings account transfers were transferred to the checking account ending in XXXX. From the checking account log there was a transfer in for {$15000.00} on XXXX TRAN CODE XXXX and then two for {$12000.00} on XXXX. We never authorized these. There was also a transfer out on our checking to a XXXX XXXX payment for {$500.00}, and then a transfer back in on XXXX for XXXX XXXX for {$500.00} . We never even knew or authorized these. The XXXX XXXX showed us these XXXX XXXX transfers and said See this XXXX XXXX has accessed your account but we have put the money back in. See copies from checking account below. I hope the following is taken into the investigation : As I said we had no idea these transactions were being made from our savings to our checking. There was never any permission or sharing of our online username or password. If these funds had never been transferred from our savings to our checking, then the debit charges could never have been made since the debit cards are tied only to our checking account. This has been very, very devastating to us. It is apparent from the Truist account log that this XXXX XXXX was transferring money out of our savings into our checking account. This was done without our knowledge of him doing it or our permission. We have filed several reports. I filed a report with the FTC FTC report # XXXX on XX/XX/XXXX. We have had our computer taken to a service to scrub and clean it. We have filed a police report with our local sheriffs department in XXXX XXXX, TN on XX/XX/XXXX. The ORI # is XXXX. The report was filed with XXXX. XXXX XXXX XXXX. XXXX XXXX Sheriffs Office XXXX XXXX XXXX. XXXX, XXXX . XXXX, XXXX, TN. XXXX. The case was assigned to Detective XXXX XXXX. Detective XXXX XXXX advised us to file a police report with the XXXX, TN police department since the transactions were at an ATM in XXXX, TN. We filed that report on XX/XX/XXXX with Officer XXXX XXXX at the XXXX Police Department, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, TN. XXXX. ( www.XXXX.com ) XXXX. I have attached a copy of the XXXX Police Department report, Case # XXXX. I have also filed a report with the FBI on the XXXX website on XXXX have attached a copy of the XXXX report. We were in now way in collusion with either this XXXX XXXX or XXXX XXXX. We are very distressed about this financial loss since it is a good part of our retirement savings and we just plead for some way for Truist bank to see a way to restore to us some of these funds that were stolen from us by fraud. These statements we affirm to be true and accurate to the best of our recollection. Sincerely, XXXX and XXXX XXXX Letter of Explanation for Fraudulent Transactions for Case # XXXX Dear Truist Bank. ( XX/XX/XXXX ) Case # : XXXX This is an account of what occurred with the fraudulent transactions on our debit cards. On XX/XX/XXXX at around XXXX XXXX my wife received an urgent alert regarding her XXXX account via email. Rather than calling the suggested phone number on the email she googled XXXX customer service. She called the number on the XXXX Customer service website and a man answered saying his name was XXXX XXXX and that he could help me. He said it looked like my XXXX account had been hacked and that he was a security investigator from XXXX. He assured her he would help her with her problem. He asked if we knew anyone in Ohio, Pennsylvania and XXXX, Del that would have had access to our computer. He said these are some of the locations of the hackers gaining access to our computer. He told her to go to our desktop computer and open it up which she did. He then said that our IP address had been breached and it was now public and there were 157 hackers that had access to our sensitive information. He sounded very knowledgeable and he needed permission to check the addresses of the hackers on the computer so she gave him permission. I, her husband, came in at this time. XXXX said that he would need our help to bait the hackers. He also showed a screen of some XXXX person who had gained access to our information. He then showed us a screen where a XXXX XXXX had accessed our Truist bank account and had made a withdrawal. ( There are two entries on our Truist transaction history on XXXX with a XXXX XXXX making a XXXX transaction. Tran code # XXXX is for {$500.00} debit and then Transaction Code XXXX a Credit for {$500.00} ). XXXX XXXX told us he had credited the withdrawal that this XXXX XXXX had made. At this point we were very anxious. XXXX XXXX then got a supposed Truist Physical Security Manager on the phone, a XXXX XXXX. Then a letter came on the screen where this XXXX XXXX showed us a letter signed by himself, that said our Truist account had been hacked by a group that was involved in child XXXX and money laundering. ( See attached copy of screen shot of letter my wife took on her phone, whe was not able to get the whole letter ) .He told me that an email had been sent to me two weeks ago alerting me that someone had tried to change the Social Security number on my account. ( Note- I went back after all this and there was no email on my log from Truist regarding this ). This XXXX XXXX told us he was also going to help to investigate this for us. My wife had seen some Truist alerts on her phone but XXXX XXXX told us that he knew that and that he was working on the case for us and not to worry, no need to contact the bank. He also told us not to go on our online banking as that would expose it to the hackers. He also advised us not to consult with any relatives or friends since some of them could be associated with the hackers. Then XXXX XXXX directed us to go to an XXXX ATM in a XXXX in XXXX, TN. Over the next 3 days he directed us to make transactions with the XXXX XXXX app on the ATM. This has all been reported in the letter sent for Case # XXXX. On Monday XXXX XXXX called my wife on her phone. She was at her job in XXXX and said we are almost done with our investigation, just need to do one more time. He directed her to at XXXX with an XXXX ATM in XXXX TN. At the very time my wife was making these transactions at the ATM in XXXX I was calling Truist to ask about the supposed investigation with this XXXX XXXX. I finally got to someone in the Fraud department and they assured me there was no XXXX XXXX working for Truist. I then finally got a XXXX XXXX at Truist Fraud department. She quickly froze all my accounts. She told me that while on the phone she could see someone trying to ping my account. I hope the following is taken into the investigation : As I said we had no idea these transactions were being made from our savings to our checking. There was never any permission or sharing of our online username or password. If these funds had never been transferred from our savings to our checking, then the debit charges could never have been made since the debit cards are tied only to our checking account. .Also this transaction of {$2400.00} at the XXXX ATM on XX/XX/XXXX was made just seconds prior to when I was speaking with Truist fraud, they could see XXXX XXXX pinging my account. Why was this transaction not stopped by Truist at this time, instead they allowed this pending charge to be posted. It seems to me that Truist should reimburse at least this charge since it was reported to Truist fraud no more than a few minutes after it had occurred. This has been very, very devastating to us. It is apparent from the Truist account log that this XXXX XXXX was transferring money out of our savings into our checking account. This was done without our knowledge of him doing it or our permission. We did not realize this until several days later when we went to the local Truist branch in XXXX XXXX, TN and we received a print out of the activity on our checking account ending in XXXX. We have filed several reports. I filed a report with the FTC FTC report # XXXX on XX/XX/XXXX. We have had our computer taken to a service to scrub and clean it. We filed a report with the XXXX Police department for this incident on this transaction. Please see attached report. I have also filed a report with the FBI on the XXXX website on XX/XX/XXXX. We were in now way in collusion with either this XXXX XXXX or XXXX XXXX. We are very distressed about this financial loss since it is a good part of our retirement savings and we just plead for some way for Truist bank to see a way to restore to us some of these funds that were stolen from us by fraud. These statements we affirm to be true and accurate to the best of our recollection. I have also emailed this letter with the following documents : XXXX. XXXX Police Department report XXXX. FTC report XXXX. XXXX report filed to FBI XXXX. Screen shot of letter from XXXX XXXX fake Truist investigator. Sincerely, XXXX and XXXX XXXX XX/XX/XXXX What my complaint is is XXXX. Should not Truist bank have some responsibility in that these scammers had access to our online banking accounts and were moving funds from the savings to the checking in order for the debit card purchases which are tied to the checking account to be funded. XXXX. On the XXXX transaction on XXXX for {$2400.00} this was made just a minute or so before I had talked to Truist Fraud and they had frozen our accounts. I asked them to reverse this charge and the others also since they were pending. The representative told me that nothing could be done until the charges had been posted. Why was this?? Thanks for your consideration of this matter, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem with customer service
Subissue:
Consumer Complaint: On XX/XX/XXXX, Around XXXX I arrived at the truist bank through the drive through to cash a check that I receive from my church every month. I pulled up to the window where you can physically talk to the clerk. No one was at the window but I waited a couple of minutes. Finally, the manager named XXXX XXXX, arrived to the window with a bit of an attitude. I just informed him that Im cashing the check and I was aware that because I dont have an account here, itll be a {$8.00} fee to cash it. When I put my check and information in the slot, he looked irritated and mad. Snatching the check and my information and walking away from my eye view. About 5 minutes later, he walks back with my check and information. Saying that the check is not endorsed by someone that is allowed to and that the check is fraudulent. I immediately got defensive because again Ive come to this exact location to cash my check on numerous occasions and the person that endorsed all the previous checks, endorsed this one as well. When I try to explain to him that this is impossible, he quickly said that, all well, theres nothing I can do. I knew that he was treating me this way because I was XXXX. I said your doing this because Im XXXX. Immediately you can see that he was caught! He got very angry, starting that he cant believe that I said that and to take my check back and go somewhere else. I start to record him on my phone so I can get documentation of his demeanor, but when he sees my phone, he tries to change his tone and the way hes speaking to me before walking away. You can see that on the video he states that maam the check you presented to us is not cashable at this current time. He then instructs another employee to come and look at me, the employee comes to the window, looks at me as sees that I am recording this and walks away. XXXX XXXX employee ( have on video but dont know his name ) come to stare and look at me but none help, all continue to just stare. Not helping at all or even attempting to. I can see XXXX XXXX trying to hide away from the window. I finally get my pastor on the phone, angry and yelling, hurt that Im being treated differently just because Im XXXX. As Im speaking to my pastor on the phone, XXXX XXXX, a XXXX woman that works at the bank comes to speak to me at the window to find out whats going on. I give her the check and she said she would be right back. I then see that they called the police. I move from the drive through to the front of the building to speak to officers. I inform them of the situation and they also speak to my pastor on the phone. The officer is confused as what the problem is with cashing the check. I informed him that there wasnt a problem, it was because I am XXXX. He shook his head in agreement. Finally, the officers go inside and speak to them. The officers and XXXX XXXX come outside to my car to speak to me. XXXX XXXX came out to apologize about her BOSSES behavior ( found out XXXX XXXX is the supervisor ) and she stated that the person that endorsed the check was indeed able to. Meaning that the check WAS NOT fraudulent and XXXX XXXX, if he did his job correctly instead of believing I was a thief trying to cash a fraudulent check, he would have known this as well. XXXX XXXX did state that her boss did not do his job correctly and if he did he would have seen that the check was signed and endorsed by the correct party. XXXX XXXX tried to give a reason as to why he continued to deny me service but I wanted an apology from him for his abuse and disrespect. She informed me that He sent her out to apologize because shes XXXX and he STILL wont cash my check but I would be able to go to another truist bank to cash it. I asked for XXXX XXXX name and she provided it with the customer service number. After I got home, I called and waited on hold for 36 minutes but the call dropped. I finally called right back at XXXX and spoke to someone named XXXX . I informed her that I was on hold prior for the supervisor in regards to this matter but the line dropped. After explains what happened again, she then put me on hold as well. After 10 minutes on hold, she informed me that her supervisors are so busy with other customers, I informed her that I was just discriminated against at my local bank and wanted to fine a complaint. She apologized for such the long wait and assured me it would only be a couple more minutes. Finally after 50 minutes of waiting, a supervisor named XXXX, spoke to me and documented the incident. She informed me that they will handle this situation internally and not only will I not know the outcome, that XXXX XXXX will continue to work at that location. I was treated like dirt, I deserve Justice!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23185
Submitted Via: Web
Date Sent: 2023-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I was denied a bank account around last year XXXX at Truist Bank. I sat, deposited {$100.00} in a checking account and {$400.00} in a Truist Savings account. I went home to set up my online banking and it keep saying ERROR. I went to Truist, and I was told my account would be closing and the money deposited ( {$500.00} ) will be mailed to me in a check. Again it has been over year and haven't received check in the mail. Also my checking account is being charged {$12.00} every month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During the Covid-19 pandemic. I had trouble paying my mortgage. I reached out to then BB & T for a deferment payment plan. After agreeing verbally to a deferment, multiple attempts to receive the necessary paperwork to make it official seemed to get lost in the shuffle. Attempt after attempt different reps telling me there sending new paperwork out and still nothing came. Recently I made a payment of XXXX on XX/XX/22 with rep XXXX XXXX. XXXX also stated that the merger between BB & T And Truist may be the reason behind the miscommunication and that she would personally have someone to look into fixing this issue. And she called back a week later saying she exhausted all of her options and that somebody else would be reaching out shortly and never did. Also XXXX XXXX is another rep to claim to help but XXXX said she didn't do anything on my account. Other reps also called but they would let the phone ring enough to hang up or if I answer would hang up in my ear..
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-03
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/ 2022 Truist bank, XXXX XXXX nc. forgot to send or lost my annuity transfer papers to XXXX XXXX XXXX to have my annuity transfer FOR FREE to a new IRA account at truist in XXXX XXXX transfer forms and new IRA account were signed XXXX, XXXX 2022 with investment advisor at Truist. i never found out until XX/XX/ 2022 that the funds were never moved when i wanted to purchase a new annuity. the funds auto rolled over into a 5-year annutiy in XXXX 2022 i did not want at a lower interest rate that a wanted. now it will cost me {$18000.00} surrender fee to move to funds. app. {$290000.00}. i have made complains to XXXX XXXXXXXXXXXX FILE XXXX, FDIC CASE XXXX XXXX WITH NO HELP. When i first found out the funds were not moved truist lied to me or misinformed me, what they stated. long story short truist refuses to do correct their mistake. I HAVE A LETTER FROM TRUIST STATING THEY WERE SORRY FOR THE ERROR AND INCORRECT INFORMATION I RECEIVED. BUT REFUSE TO CORRECT THEIR MISTAKE. I HAVE ALL DOC OF PROOF, BUT WEB SITE WOULD LET ME LOAD????????, CAN MAIL IF NEEDED.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27030
Submitted Via: Web
Date Sent: 2023-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I opened a checking account with Truist Bank last month ( early XX/XX/2023 ). On XX/XX/2023, I deposited my paycheck from the state of Florida into my new checking account. I received a notice before finalizing the mobile deposit informing that funds should be available by the next business day. Today ( Tuesday, XX/XX/2023 ), I have been informed that there is an " exceptional/administrative hold '' on the deposit. I received an email stating that because my account is less than 30 days old, a hold has been placed on the funds until XX/XX/2023. I need this money to pay rent and various other bills. At no time during the checking enrollment process was I clearly, conspicuously informed that such holds were possible. Any indication that a hold was possible was buried deep within terms and conditions. Withholding such information, or refusing to provide it in a clear and obvious manner is deceptive and unfair to the average consumer. I contacted Truist and was told there was no to either cancel the deposit or expedite the availability of the funds into my checking account. Now, I have no way to pay for my expenses until the XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32301
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: *due to fraud on my credit card account in XXXX, a new credit card was issued *once I reported the fraud, online access to the account was shut down with no way to retrieve prior electronic statements ; only transactions on the new credit card are available online *through truist.com customer service IM chat on XX/XX/XXXX, I requested the entire year 's ( XXXX ) statements be sent to me for tax purposes *the customer service rep confirmed the statements would be sent *to date ( XXXX ), no statements have been received ( hard copy or electronic copy through truist.com ) *Truist has no way to allow credit card customers to access prior statements once fraud is reported and the associated card is shut down *and apparently even a direct request does not result in obtaining those statements *the CFPB should inquire as to why no statements are available to customers once fraud is reported as well as why there is no warning before access is turned off
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28211
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: When Truist was Suntrust, I opened an account and deposited {$100.00}. When I went back to withdraw some of the money, I was informed by the banker that I couldn't get my.money and to call support. The workers were rude and nasty as they said this. I called support and they informed me that my account was closed and that I couldn't get my money back. So essentially they stole {$100.00} from me. Fast forward to months later, I receive in the mail a bank statement from truist that says I have an account w them and it's {$75.00} in the account. So the company took from my starting balance. When I called truist to get my {$75.00} and take the {$24.00} as a lost, I was informed that I can not withdraw my money because I had never used the account. The thing is when I tried to use the account when it was suntrust I was denied access to my money. A bank stealing a measly {$100.00} from consumers and then taunting me w it by sending monthly statements saying I have money in this account I can't access
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60651
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/2023 a inquiry from this company ( s ) was pulled from my credit without my notice or authorization. I did not apply for anything with these company ( s ), I believe I was a victim of fraudulent activity. These unauthorized inquiries have negatively affected my credit score and my ability to acquire credit. I need these false items removed from my credit report as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-01
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: On XX/XX/2022, there was an unauthorized withdrawal of {XXXX} charged as a loan against my personal line of credit with Suntrust ( now Truist ). The next day, there was another unauthorized withdrawal with the exact same amount. The total reached to XXXX. As soon as I found out about these charges, I called Truist and reported the matter. I was told that it would be investigated and I would be informed of the results in a week. That was a promise never fulfilled. Six months passed and during that time I made numerous phone calls to so many different departments of Truist but all were in vain. The only thing I was told was that those unauthorized withdrawals were the result of an internal fraud of Truist Bank and the matter was under investigation. After I had exhausted all the sources I could reach by phone, in XXXX, I went to a branch and talked to the branch manager. I was asked to fill out a form to report the matter in writing as if it was never reported before, and I did so. Nothing happened afterward. I made more visits to the branch and talked to different clerks. Every time, I received the same response : " We'll follow up the matter and will get back to you in a week or so. '' After eleven months and so many frustrating phone calls and visits, my account still shows a balance of $ XXXX} which includes those two withdrawals and the accrued interest. Last week, I received a notice from Truist that my " loan '' is delinquent and it would be transferred to a collection agency and the delinquency would be reported to the credit bureau! I tried to close all my accounts with Trusit, but the branch manager is saying that it can not be done as long as my line of credit is showing an unpaid balance. The whole issue is very absurd and unexpected. The carelessness and irresponsibility of a reputable financial institution toward a fraud case is unimaginable. Please, help me to end this absurdity and close my banking relationship with Truist forever. Part of the email exchanges between the branch manager and I about the subject are attached. The information of the phone calls ( date & number ) are also available and can be submitted upon request. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21133
Submitted Via: Web
Date Sent: 2023-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A