Consumer complaint received 2021-11-29
Company: TRUIST FINANCIAL CORPORATION
State: WV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
At about XXXX on Sunday XX/XX/2021, I noticed multiple strange transactions on my BB & T app statement. These transactions showed XXXX  XXXX as charging my account multiple times. Here are the specifics. 
XXXX {$1400.00} {$840.00} {$910.00} {$700.00} {$350.00} {$350.00} These showed as pending transactions. 
I immediately began calling the fraud department number provide thru the banking app. No answer or answering service. I then locked my account thru the app option. I called a couple of different numbers of XXXX & XXXX that I found online for customer service as well as the number on my debit card. No answer to any. Monday morning XX/XX/XXXX, my husband went to branch location in XXXX to inquire and report. I got in the phone 5o call customer support and inquire and report. I was told nothing could be done and I would have to wait until the charges cleared my account or dropped off in 5 days. They refused to let me make and official Unauthorized Transaction report. The same happened at the branch with my husband. I continued to call and attempt contact with fraud department or corporate supervisor for the rest of the day. I had to request a call from a supervisor, told u would be contacted in 24-48 hours. I never was contacted. I was told by customer service that I could contact the merchant myself and let them know my complaint to expedite the process or get them to reverse the charges. I did this. I called and emailed XXXX  XXXX. Wednesday the XXXX, I received a response from XXXX informing they discovered the fraudulent charges and apology was given. The would not elaborate further. I have these emails. I forwarded them to my local branch. The response from the branch was that nothing could be done at this time even with this email proof of fraud. Was told to wait and call back daily to see if a fraud investigation could be started after the charges were posted and complete. The banker then advised that I could apply for a personal line if credit and if approved transfer that to my already compromised and locked out account. There is so much more. I have all records and correspondences. I did also contact XXXX XXXX and continued daily contacting BB & T aka Truist customer service. I have spent XXXX business days and half if Saturday on the phone and doing my own research online. I discovered CFPB and XXXX XXXX I also on Wednesday, XX/XX/XXXX had a written Unauthorized Transaction and demand letter physically delivered and handed to banker XXXX XXXX at XXXX, WV branch location. At the same time I sent the same letter by certified mail to the corporate BB & T offices. Finally I contacted the WV attorney general 's office as well as XXXX local news channels. I forwarded all of my emails and information about this to them this morning, XXXX. I should have also mentioned that XXXX XXXX XXXX did misrepresent a Liability Waiver to my husband, second on the account, staying that in order to claim or open fraud this document has to be signed. He contacted me and sent a picture of the document. I advised him not to sign anything. He then left. She later contacted him and asked for the document back. I have all dates,, times, phone logs and records. This situation has caused extreme hardship for us. The way we have been treated and the time we have spent has been completely exhausting and stressful. I have recently started selling my art and such. A very business out if my home. This has completely stopped that as well as caused orders to go unfifilled. I have had to return supplies order. Also had to stop payment on bills and ask for extensions on payment plans for work related software. My husband does home maintenance and remodel. He had to breech a contract and turn away work because this situation. We were left with nothing. They continue to take money from my returns that should have been bounced back because of my locked account. Charges from XXXX continued after My account was locked. Today I was able to speak wth someone in fraud at BB & T corporate, XXXX XXXX. He stated that he would look into the matter and would update me by Friday. He did give me a claim number. I forwarded to XXXX XXXX, all email correspondences related to this matter. I did record this conversation with XXXX XXXX. I waited on hold for XXXX hour and XXXX minutes before he took my call. I do not know if XXXX XXXX is going to do what he said and expedite my now accepted fraud claim or not. Im not sure what else can be done. But I hope that you will look at my proof and investigate the practices of this bank. According to what I have read about Regulation E, BB & T is in gross violation. I apologize if this writing is not through or beaten I am extremely stressed and have repeated this situation many times. Please call or email for more info or clarifications. We missed my XXXX birthday celebration in the XXXX as well as XXXX  because no availability if our funds. The bank has changed dates and added fees as well as taken deposits. I am completely confused about the actual amount they now owe my account. I will have to get help looking through records to figure it all out. They have continuously mislead me and ignored my pleas for assistance with this. I do not feel confident that I will get my funds back. I will begin to seek legal help.

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 monetary relief