Checking or savings account -- Managing an account -- Complaint #18126521
Complaint Overview
Complaint ID: 18126521
Company: Truist Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
State: Florida
ZIP Code: 32708
Date Received: 2025-12-03T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My Truist online banking was breached on XX/XX/XXXX from an outside IP address. The hacker changed the routing and account number for one of my employees. Funds were cut via payroll and direct deposit paychecks were issued on XX/XX/XXXX. We were notified by the employee whose information was changed online that payroll was not received on XX/XX/XXXX. We verified the routing, and account number did not match his bank. We notified Truist immediately. Truist denied paying the claim and said they were contacting the receiving bank. This paycheck was approximately $ XXXX. After several phone calls to the fraud department Truist said a letter was sent to XXXX XXXX XXXX ( fraudulent account ) and they would attempt to recover funds but not guarantee a return. I have contacted the fraud department several times and all they tell me is XXXX has 90 days to respond. They will not provide me with any detailed information from their IT department that confirms who accessed the online banking at the time the change was made. They will not tell me if an analyst has called XXXX to stop funds from being released. They will not let me speak to anyone but a supervisor at the fraud department who can only read the analysts notes.
Frequently Asked Questions
What is Complaint #18126521 about?
Complaint #18126521 was filed against Truist Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-12-03T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.