Consumer complaint received 2021-05-25
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Dates : XX/XX/XXXX & XXXX XXXX I was looking to adopt a puppy on XXXX. I found a XXXX XXXX XXXX puppy listed for {$950.00} with shipping. The listing title was XXXX XXXX. I was interested so I contacted the seller via email. They responded with the email XXXX. From there, I gave them my number to contact. They texted me from the number XXXX & we talked about the puppy. I asked if I can get more pictures & a video. The emailed me with those things using the email address XXXX. Once I confirmed that I would like to adopt the puppy, they said through text that I had to answer several questions before proceeding. That email went as followed, " Hi, Thanks for the interest you have in my pups.? They are vet checked, vaccinated and are currently on their shots. They have all their papers and are very healthy. They will come with a two years health guarantee. They have been diagnosed and happen to have no medical issues. They are very playful and are doing well around other home pets like cats, birds etc. They are also doing well on potty training and you will never regret getting one from us. They have a very good temperament that everyone will love to be around them. I would like to ask some questions before we proceed. 

*What made you decide on this breed? 
*What previous experience do you have with owning dogs? 
*What other pets do you own now? If dogs, what breed? How many? 
*Do you have children? 
*Why do you want a puppy? What will make you a great dog owner? 
*Does your schedule have the flexibility to accommodate a puppy? 
*Who will be the primary caretaker of the puppy? 
*How many hours a day do you expect the puppy to be alone? 
*Where are you located? 
*Do you have the necessary resources to ensure the best life for your dog? 
*How soon do you want this puppy? 
*Will you be coming for pickup at our home or you want shipping and home delivery? 
*Do you promise to keep in touch with us so that we can see how the baby does in your care? 
*Do you have any more questions for me about the puppy or the breed? 

I am very sorry to ask all these but I want to make sure the babies get the best home. Money is not the issue to us, our main priority is the puppy 's upkeep. Let me know so that we can proceed to the next step ''. I answered all the questions & they were happy with them. Then they asked if I have XXXX. I said through my bank. They emailed the information to send the money for the puppy. That information is name XXXX XXXX, email XXXX & memo NEW FAMILY. I sent the money but it failed so I tried again & it went through. They proceed to ask me if it went through & to send a screenshot. I did. They said they will ship the puppy out the next day XXXX XX/XX/XXXX ). The next day, I contacted them through text & they will be at the agency at XXXX their time. They were located on XXXX XXXX, California. Once they arrive there, they were telling me that there is an issue & that the company won't ship the puppy unless it has insurance. I got an email from said company with the email header Shipment Notification # XXXX. That email went as follows, " Dear XXXX XXXX, Shipment number XXXX has been updated to On Hold. 


Yours sincerely XXXX XXXX XXXX XXXX XXXX XXXX Email : XXXX - Web : XXXX XXXX XXXX Phone : XXXX ( XXXX ) XXXX, XXXX ( XXXX ) XXXX This message is intended solely for the use of the individual or organisation to whom it is addressed. It may contain privileged or confidential information. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you should not use, copy, alter or disclose the contents of this message. All information or opinions expressed in this message and/or any attachments are those of the author and are not necessarily those of XXXX XXXX XXXX or its affiliates. XXXX XXXX accepts no responsibility for loss or damage arising from its use, including damage from virus. '' The email is XXXX. 
Then I another email, the header is XXXX XXXX XXXX XXXX For Your Puppy & the email is XXXX. This email stated, " Welcome to XXXX XXXX XXXX XXXX 
XXXX XXXX ( XXXX ) XXXX DEAR CLIENT XXXX XXXX XXXX WE HAVE AN ORDER FROM XXXX XXXX XXXX TO TRANSPORT AND DELIVER A FEMALE CORGI PUPPY BY NAME XXXX. WE WISH TO LET YOU KNOW THAT YOUR PUPPY WILL BE DELIVERED AT YOUR HOME ADDRESS TOMORROW AT XXXX XXXX BUT YOU NEED TO INSURE YOUR PUPPY 'S LIFE. WE ARE SORRY IT CAME UP THIS WAY. WHEN YOUR PUPPY ARRIVED HERE AT OUR AGENCY, THE PETS LAW AUTHORITIES ( QUARANTINE OFFICERS ) HAD TO DO ANOTHER CHECK-UP ON YOUR PUPPY 'S DOCUMENTS AND DISCOVERED THAT THE PUPPY DOES NOT HAVE AN INSURANCE DOCUMENT AND A VENTILATED CRATE FOR SAFE FLIGHT DUE TO BAD WEATHER. WE DON'T DELIVER ANIMALS WITHOUT INSURANCE DOCUMENTS AND AN ELECTRONIC VENTILATED CRATE FOR SAFETY AND THIS IS DUE TO BAD WEATHER. ALL THE OTHER PAPERS THAT WERE CHECKED WERE VALID. THE REQUIRED FUNDS TO GET YOUR PUPPY INSURED AND CRATE IS 100 % REFUNDABLE UPON ARRIVAL AT YOUR DOOR STEP TOMORROW. WE ARE VERY SORRY IF ALL THESE IS COMING UP. WE WORK WITH RULES AND FOLLOW THEM TO GIVE MAXIMUM SATISFACTION TO OUR CUSTOMERS. THIS IS THE LAST THING YOU ARE REQUIRED TO DO TO HAVE YOUR PUPPY DELIVERED AND YOU HAVE TO DO YOUR BEST TO CLEAR THIS OUT BECAUSE ALL FUNDS WILL BE GIVEN BACK AND YOUR PUPPY DELIVERED AS WELL. THERE IS NO WAY WE CAN PROCEED WITHOUT THIS DOCUMENT BEING PAID FOR AND THE SAFETY CRATE AS WE NEED TO FIGHT AGAINST BAD WEATHER. WE HAVE ATTACHED THE DOCUMENT TO THIS MAIL FOR THE INSURANCE AND YOU WILL SHOW THE REFUND AGENT WHEN HE COMES TO YOUR HOUSE FOR CONFIRMATION AND ALL YOUR MONEY WILL BE REFUNDED BELOW IS YOUR DELIVERY INFORMATION. 
FULL NAME : XXXX XXXX ADDRESS : XXXX XXXX XXXX XXXX XXXX XXXX, Florida, XXXX POSTAL CODE : XXXX PHONE NUMBER : XXXX Website ... ... XXXX  : XXXX Tracking Number ... ... .. XXXX WE ARE ASKING THIS TO MAKE SURE THAT YOUR PUPPY WILL NOT BE SENT TO SIX MONTHS QUARANTINE. WE ALSO WISH TO LET YOU KNOW THAT YOUR PUPPY IS NOW AT THE AIRPORT HERE AND NOT ALLOWED TO ENTER XXXX XXXX XXXX BECAUSE YOUR PUPPY DOES NOT HAVE AN INSURANCE PAPER AND NEEDS TO HAVE A VENTILATED CRATE BEFORE WE CARRY ON TO YOUR HOME -- XXXX XXXX XXXX XXXX XXXX XXXX, Florida, XXXX The Insurance and Quarantine service center for the U.S.A Pet Control which is the Last Port of check-out requires an Insurance Certification proceeding the shipment of the Puppy to your home address. 
In law Many jurisdictions around the world have enacted status which forbid cruelty to some animals ( PETS ) but these vary by country and in some cases by the use or practice. In the U.S.A, cruelty to animals is a criminal offense and one may be fined or jailed for it for up to five years. On XX/XX/XXXX, the House of Commons introduced the Protection of Animals act on behalf of the Royal Society for the Prevention of XXXX to Animals ( R.S.P.C.A. ). The maximum punishment was 6 months of " hard labour '' with a fine of {$6000.00}. Aggression against Cats, Dogs, Birds and People. In XXXX XXXX XXXX and Interpersonal XXXX : Readings in Research and Applications.. Press Release, 159-167. Jail Term 5 Years in Prison The said insurance Certificate fee is Going to Be Re-fundable upon arrival of the Puppy at your home If the insurance certificate is not provided within one hour, we shall place the Puppy under XXXX XXXX AND ABANDONING, which is punishable by law according to the rules above since the puppy is in our hands now. The cost of the Re-fundable Insurance Policy calculated by our statisticians calculated Below.

THIS INSURANCE FEE IS 100 % RE-FUNDED TO THE RECEIVER OF PET UPON ARRIVAL BY OUR REFUND AGENT. 
Puppy, Tested and confirmed for delivery. Below is the total amount you are to pay right now which will be refunded. 
Veterinary invoice* ''. I tried to look into this company because I was a bit wary of it. But the people texted me to hurry because they didn't want to miss the shipping time & didn't want to have the puppy stuck in the airport. So in a panic, I asked if I will get the return of the money & they confirmed I would. They again told me to XXXX money to get the insurance. I was supposed to send {$1000.00} but I reached my limit & could only send {$1000.00}. They said that was fine & they would rectify the situation. That XXXX information went as follows XXXX XXXX, XXXX & memo NEW FAMILY XXXX I sent the money & again asked for a screenshot. I sent the screenshot. They told me that they will get back with me in a hour. At this point, my gut kicked in & I called my bank to see if I could stop the transactions since they were still pending in my account. They couldn't so I filed a fraud report. The puppy never arrived. So I know this is a scam. I have all of the information from this situation saved & could send at any time. 

XXXX : Regarding XXXX XXXX, XXXX Pics of baby XXXX & puppy details., XXXX Shipment Notification # XXXX, XXXX Urgent Refundable Insurance Required For Your Puppy, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Federal Trade Commission XX/XX/XXXX Report number : XXXX My bank denied me of my claim. SunTrust bank is the bank I use.

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