Consumer complaint received 2022-03-07
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XX/XX/XXXX a mobile payment transfer via XXXX was sent to whom I understood to be a family member only to realize the numbers were transposed and it went to an unauthorized individual and not the intended family member. XXXX XXXX XXXX. Upon near immediate discovery, I attempted, unsuccessfully, to cancel the transfer. I reached out to Truist via phone and they advised me to wait until it posted. As per Truist I did so and called again only to be told its too late to rectify. NOTE : this was the advice in the first place! They then directed me to claims/fraud department. I filed a complaint XXXX and was again advised to wait. As I waited was advised to contact the number and kindly request the money be returned. I don't understand how someone can accept such a high denomination under the financial institution 's watch and not have routes to take for errors of any kind especially considering it is the bank 's responsibility to provide commitment, protection, direction and at the very least provide proper communication to long time faithful costumers. Of course as instructed, contacted the number multiple XXXX, XX/XX/XXXX and XX/XX/XXXX with both texts and voicemails. At what point does this become harassment because now this complete stranger has my cell phone number and my banking info, my name and essentially has stolen {$1500.00} from me! Its becoming a safety issue at this point! After a month has passed I called for a status update and was told it has been resolved. Now this was news to me as I never received any notification via any of the multiple contact avenues you have for me. As far as I'm concerned its not resolved as I'm still responsible for these missing funds. Calling several days in succession only to hold for exponentially lengthy periods of time and never receive a return phone call with more poorly advised instructions. Attempting to actually resolve this, I filed complaint XXXX on XX/XX/XXXX with XXXX and XXXX XXXX with NCCOB on XX/XX/XXXX against Truist. Both claiming as operating establishments of business were both unable to retrieve my hard earned funds. AGAIN NOTE : I was advised as a simple consumer to " ask for it back, '' which is exactly what I've been doing with XXXX and Truist. I am equally unsuccessful which doesn't make sense considering the bank controls incoming/outgoing funds and can successfully retrieve any and all funds for overdrafts or other fees seen fit by the bank. The bank is also insured. I am not! I need to know exactly what steps were taken by the banks to inititate the return of my funds.. Apparently the thief was contacted by the bank if they claim they can't retrieve it. Is the individual refusing? The bank has that person 's info, I don't. I only have an incorrect cell phone number. They couldn't have been expecting funds from a complete stranger. How is this uncorrectable? Are their top secret banking communications I'm unaware of were only strangers can receive and keep funds without the ability to be contacted? And the bank who wants your business and wants to provide secure convenience turns the other cheek?

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