Consumer complaint received 2021-07-14
Company: TRUIST FINANCIAL CORPORATION
State: WV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On Sunday XX/XX/XXXX, I went online to my BB & T account to see if a payment had gone through yet. I noticed that I had hardly any money left in my account due to it being hacked. My actual checking account was hacked into and 7 transactions amounting {$1300.00} were pending for an app called XXXX something BB & T apparently partners with. I went to look at my messages-I only noticed because I usually don't have any and now I had a lot. It said on XX/XX/XXXX there was a log in with an unknown device. Then they changed my email to a generic one XXXX. Then they opened an account with XXXX and proceeded to drain my checking account. I tried to call BB & T fraud but I guess since fraud isnt supposed to happen on the weekend, they were closed. On Monday morning XX/XX/XXXX, I went into my local branch on XXXX XXXX XXXX in XXXX West Virginia. I spoke with XXXX XXXX who blocked my current checking and savings and opened up two new accounts for me. We also set up new log in for my online account. He informed me that since the charges were still pending, there was nothing they could do- that I had to wait until the next day when they posted. When I woke up on Tuesday XX/XX/XXXX I checked my account. All of my money was back and there were no pending charges. I called XXXX and he said that's great, XXXX must have realized there was an issue and cancelled everything. A few hours later I checked again and my money was gone again and all the charges were back. At that point I called fraud. I spoke with XXXX, who after a long time, contacted XXXX fraud. She informed me that XXXX cancelled my account ( that I did not create ) as well as the accounts of the people who were supposed to receive my money. She said that because the money would have nowhere to go, it would revert back to my checking account and I would have my money back the next morning. Today, Wednesday XX/XX/XXXX, I wake up to all of the pending charges processing and having no money. I called fraud again and explained everything to which I was told- okay good, now you file a claim. This is not " good '' by any means. She essentially did nothing, gave me no advice as to how this happened, and sent me to the claims department- which was closed. I waited until XXXX EST to call- the prompt said my wait would be less than one minute. 13 minutes later someone answered. They gave me a claim number and as she was reading something to me, the call got disconnected. I tried to call right back and got a prompt that it was a 47 minute wait. I ended up going into the local branch again and spoke with XXXX XXXX. She tried calling fraud- we had to wait again about 25 minutes- the man she spoke to said there was a form I had to sign- the girl on the phone never told me that. He emailed the form, I signed it, and she faxed it back. She suggested I call later to make sure they got it and expedited the claim. I called- and after waiting 48 minutes someone picked up. I explained what was going on- she said she would expedite the claim but she couldnt give me a time frame other than 2-10 days to receive my money back. I asked several times to speak to a supervisor. She said that she would put the request in and they will call me back in 1-2 business days. I said that was unacceptable and I need to speak to someone now. She hung up on me. 
I am a XXXX, I don't get paid a lot. The money I earn quickly goes out to bills and to pay for food for my XXXX year old daughter. I have done absolutely nothing wrong in this situation and BB & T is treating me like dirt. Their poor security measures allowed someone to hack into my account and take all of my money and BB & T is treating me like it is my fault and now I have to wait for them to go through their protocol procedures. I deserve to have my money back now. I am going to get fee after fee for not having access to money that I worked for. In fact, I am having to do double if not triple the work now just to get my money back from them. I have spent about 15 hours in the past 3 days dealing with this. I don't have time to make sure BB & T does their job. My money is supposed to be safe in a bank- especially one that prides itself on security.

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