Truist Bank (formerly BB&T Bank) review: Blocking checking account after fraud was filed, denied $6000 fraud claim

My disable brother had over $10,000 worth of fraud starting in March 2022 . Truist would issue a new debit card each time fraud was reported (six cards in total). Truist approval several fraud claims over time, however, they denied a $6000 fraud claim in Dec 2022. No official correspondence sent via USPS, we found out after calling Customer Service. on 12/13/22, the Rep said the claim was denied due to $3500 ATM withdrawals. Rep told us to go to Branch bank, speak to Branch Manager & have her request the ATM photo'sof the $3500 of ATM withdrawals. All withdrawals done by same person, Police reports were made & it's currently under investigation. Branch Bank manager contacted Fraud dept after reviewing footage/photo's of withdrawals & let them know it was not the account owner making the withdrawals. . They denied the claim a second time, with no reason, nor any type of correspondence via USPS. This has been an ongoing issue since 12/22. We have contacted Truist Bank 23 times according to my records on this one claim. On 10/2/23 we filed a complaint with the Consumer Financial Protection Agency. Truist responded to them on 10/15/23, stating they were still working on the review. Letter dated 10/13/23 to Account holder, they denied the claim & are blocking the account & closing it, therefore, keeping his $2200 SSI deposits. Never responded through CPBF