Consumer complaint received 2021-04-22
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On XX/XX/2021 I received a debit card and a PIN number under separate cover from SunTrust. I called them and told them I did not have an account and they said it might be fraud so they closed the account and gave me a case number. 

The following day ( XX/XX/XXXX ), I received 9 separate envelopes in the mail with starter kits for 9 different accounts SunTrust had opened in my name. I called them and they told me they could see the accounts and that they would mark them for fraud. They then told me they would reach out to me if they had any more questions. I explained to them that I was not satisfied with that response and could they please explain to me how this happened. The employee could not explain it to me so I asked to speak with a supervisor. She put me on hold for quite a while at around XXXX XXXX. I held on the phone and at XXXX XXXX, my call was disconnected. This makes me question whether my call was dumped at 5 when the employee was leaving for the day. 

I called back on XX/XX/XXXX at XXXX XXXX and spoke with a XXXX. She explained I would receive something in the mail. I told her that was not sufficient and that I would like to speak with a supervisor. She connected me to an employee named XXXX who pulled up the accounts in question and explained to me that there were 9 accounts : 3 were checking accounts, 3 were savings accounts, and 3 were money market accounts. He said they were opened online. I asked how they could have been opened if Suntrust had been properly following their Customer Identification Program ( CIP ) as required under the USA Patriot Act. He told me he was not fraud trained and he would get me over to someone that was. 

XXXX transferred me to a XXXX - I explained the situation and she said she could not help me. I asked for her supervisor and she transferred me to an employee named XXXX. I explained the situation in length to XXXX. She kept repeating that she " knows how I feel '' and that she is " sorry that this happened to me. '' I told her that my feelings aren't the issue. This issue is how these accounts got opened and what Suntrust used as identifying documents as required by Section 326 of the USA Patriot Act.

31 C.F.R. 103.121 ( b ) ( 2 ) ( ii ) -- addresses customer verification which should have applied in my situation given that I fit the description of a " customer '' as defined by the Act. It states : The final rule provides that a banks CIP must contain procedures for verifying the identity of the customer, using the information obtained in accordance with paragraph ( b ) ( 2 ) ( i ), namely the identifying information obtained by the bank. This paragraph also states : A bank need not establish the accuracy of every element of identifying information obtained but must do so for enough information to form a reasonable belief it knows the true identity of the customer. My question for Suntrust was : what did you use, through your online account opening system, to form a reasonable belief that you knew the true identity of the customer. My complaint specifically is : Suntrust is not complying with required Know Your Customer ( KYC ) requirements under their Customer Identification Program ( CIP ) as required by the USA Patriot Act. 

I specifically addresses this issue with XXXX who told me that she would " make a note in her file stating what I was saying. She refused to tell me how this person opened these accounts in my name and she also refused to explain to me how Suntrust was in compliance with KYC/CIP requirements. I asked her to let me speak to someone in her Legal Department or Compliance Department to discuss the matter with them. She stated that neither Legal nor Compliance speaks with the public. I then asked to speak with her manager and she stated that there was no one else I would be able to speak with. I asked her to have someone reach out to me within the next 24 hours otherwise I would reach out to the CFPB and/or FinCEN to seek assistance. She was not familiar with either organization. 

Please look into how Suntrust is opening accounts through their online process. I submit to you that they are not in compliance with the USA Patriot Act requirements and it puts consumers at risk. I actually have blank checks for some of these fraudulent accounts and I am sure that the fraudsters plan to order checks and then pass bad checks on these accounts. Also, it should have been a red flag to Suntrust that 9 separate accounts were being opened in one person 's name. These accounts could be used for money laundering purposes to hide ill-gotten gains or to help finance terrorist organizations. 

Thank you, XXXX XXXX XXXX

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