Consumer complaint received 2026-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
I first contacted XXXX XXXX XXXX for an estimate and spoke with a sales representative by the name of XXXX XXXX on XX/XX/XXXXXXXX XXXX XXXX XXXX. On this call, he gave me an estimate and promised to match the price of any other company that offered me a lower rate and could even beat their estimate by 10 %. I mentioned that I got a quote for {$1600.00} from a company by the name of XXXX XXXX and he refused the price match, stating that XXXX XXXX was not a reputable company due to their DOT status as a broker over text at XXXXXXXX He claimed that this company would give me a good rate to get me in the door, then upcharge me. XXXX XXXX XXXX and I agreed on a {$2100.00} fee for XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX XXXX XXXX XXXX via sales rep XXXX XXXX over phone and text for a pickup date of XX/XX/XXXX. I am then sent a few electronically linked bills of lading via email that stated my XXXX XXXX XXXX XXXX  at a rate of {$4.00} from XXXX XX/XX/XXXX, which XXXX said was just how the bill of lading had to print for this flat fee scenario and that I was still entitled to my XXXXXXXX XXXX XXXX  that would adjust the rate per foot down if needed. I was also required to put down a {$1000.00} deposit the day of the agreement. XXXX claims to record all phone calls and later claims they are going to pull the recorded calls in their defense of a later complaint, but refuses to provide them likely after realizing they support my argument and not theirs. XXXX also claimed it was a full service moving company and not a broker after I checked their DOT number and saw they only had XXXX truck with XXXX mile driven on it, which was untrue, over text from XXXX at XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX. XXXX claimed this is because they rent their trucks so they didn't appear as owned or driven. I also received a phone call from a man by the name of XXXX going over my move at XXXX on XX/XX/XXXX. XXXX and I determined I likely had about XXXXXXXX XXXX XXXX  of items instead of the original XXXX. XXXX then sent me an updated bill of lading electronically linked showing the XXXX cubic feet at {$3.00}, supporting what XXXX had told me earlier about the rate shrinking. They showed up a day late on XX/XX/XXXX at around noon and the driver claimed it would cost me {$3000.00} after I signed a blank charge sheet that he made me sign while claiming I was unable to observe the move or check to see how much space my items even took up in their truck. When I tried to dispute this with the driver and customer service office through verbal communication and XXXX calls at XXXXXXXX XXXX XXXX they did not attempt to cooperate or reconcile in any way including promising a callback on my first call which the mover Chase told me they do to XXXX complaints. On my second call, XXXX claimed I now had to pay a rate determined by {$3.00} per cubic foot and that my items were now around XXXX XXXX XXXX despite the previous XXXX reps claiming to have overshot the cubic feet requirements on purpose by stating I was going to have XXXX boxes instead of the actual XXXX. While on the phone with the customer service, the driver was making rude and malicious remarks over text to my initial sales rep XXXX, this was observed by the other plaintiff XXXX. When the driver briefly left the room, the other mover XXXX who was with the driver also claimed that my items would definitely fit in the XXXX XXXX XXXXt space anyway and that the driver and corporate office gouges customers like this " every single day ''. When I no longer wanted their services even in the face of tight deadlines, they claimed they were going to keep my {$1000.00} deposit which ended up in a heated exchange between me and the company. I complied with the terms of the move hoping there would be more issues, as it did not make monetary sense to pay {$1000.00} and then try to find another moving company on my short deadline. I was told by sales rep XXXX that shipping would take XXXX days and that free 30 day storage would be provided if necessary from XXXX. I had also asked again if the bill of lading he sent/was going to send was binding at that time, and he assured me it was. I called them on XX/XX/XXXX at XXXX to check on the status of my items and they hadn't even been shipped yet, despite being the last day on that XXXX day window from the original agreed upon date. On XX/XX/XXXXXXXX XXXX XXXX I called to see if I could use my 30 days free storage which they denied because the truck had supposedly left that day. I checked the bill of lading copies they had sent me over hyperlink and I was no longer allowed access to view any of the bills of lading I had been sent. I ended up asking for access to these bills of lading on that phone call and several email communications at XXXXXXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX, and XXXX on XX/XX/XXXX. I then advised them on this call to deliver my items instead to a new address to be named later in the same city which they said was ok. I also asked hypothetically what rates they would charge to hold my items in storage but stated several times to deliver to XXXX as planned with the customer service rep agreeing to. This is also the customer service rep that I had my first heated exchange with on the day of the move, a woman I think goes by the name of XXXX. I called at XXXX on XX/XX/XXXX to check on the status of my items again and to tell them the address I wanted to items to be shipped to and XXXX informed me that they had moved my items to storage against my wishes and were planning on charging me {$830.00}. I got into another heated exchange with the company given the fact I clearly stated multiple times not to move my items to storage knowing they were likely to act maliciously given our previous two exchanges.XXXX then said she would pull the recorded phone calls of my asking them to put my items into storage, after a few minute hold XXXX then refused to provide the recorded phone calls or to ship my items after I had stated that paying this fee was ridiculous given that the storage was against my wishes. I informed them that this would be against the law to steal my items and extort me like this and I would call the police to report grand larceny and extortion if they refused to ship the items. They still refused to ship my items and encouraged me to call the police while also harassing me about my new unfortunate circumstances. I then called the XXXX XXXX XXXX Police Department at XXXX to report extortion and XXXX XXXXXXXX XXXX I had a few phone calls with reps at the police station and an officer by the name of officer XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX. I wanted to file a report but XXXX XXXX stated that the breach of contract was a civil dispute. I protested that the larceny and extortion I was reporting was separate from the contract dispute but he still refused to file a report. That day I received a call from the dispatch manageXXXX XXXX for XXXXXXXX XXXX at XXXX on XX/XX/XXXX which is the company that shipped my actual items. XXXX was overall pleasant, stating that she was simply told by XXXX to turn the truck around and put the items into storage. They also told XXXX that I ordered this and was aware of the costs incurred by this action, which was of course an untrue and malicious act in response to my previous phone conversation. XXXX said they would ship my things on XX/XX/XXXX over this call and to reach out to the number I called her on because it was her personal number and she was going to reconcile this situation with me, on XX/XX/XXXXXXXX XXXX XXXX XXXX i followed up with XXXX XXXX text and was told my items would be shipped XX/XX/XXXX. On XX/XX/XXXX at XXXX I followed up again via text to XXXX and got no response. On XX/XX/XXXX at XXXX and got no response. On XX/XX/XXXX at XXXX I followed up again and was told the items would be shipped soon. On XX/XX/XXXX at XXXX I followed up again via text and was told the items would be shipped on XX/XX/XXXX. On XX/XX/XXXX at XXXX XXXX I followed up again and received no response. On XX/XX/XXXX, I reached out again over text at XXXXXXXX XXXX and got no response. I reached out via text again on XX/XX/XXXX at XXXX and got no response. On XX/XX/XXXX, I called at XXXX and got no response. Suspecting my calls where being dodged, I called XXXXXXXX XXXX  directly on XX/XX/XXXX XXXX XXXX and my called was picked up by XXXX XXXX immediately. XXXX then told me she believed my items had been shipped on XX/XX/XXXX with a driver named XXXX, and that she was forecasting that my items to be delivered around " early next week '', roughly XXXX XXXX. On XX/XX/XXXX at XXXX, I received an email that my items had been shipped, contradicting XXXX statement. On XX/XX/XXXX at about XXXX, a different company than XXXX XXXX XXXX  arrived with my items. Almost all of my furniture items were damaged to the point of not being usable anymore. Among these items being a mattress valued at over {$4000.00}, a couch valued at over {$4000.00}, a mattress frame valued at over {$1000.00} and is no longer manufactured, and some other items valued at a XXXX XXXX XXXX each. The movers who delivered my stuff stated that the wrapping on my items was incredibly poor, that it would be obvious to any mover that the level of care or lack thereof was going to cause severe damage to my items, which ended up happening. The movers who delivered my items were pleasant and careful with my items, causing none of the actual damage. I paid my remaining balance of {$1700.00} usd after additional costs paid to the company that delivered the goods and they left. 

I tried to contact XXXX XXXX XXXX to recoup the losses and stop the extortion on XX/XX/XXXX at XXXX. I agreed to pay {$3000.00} in the event that the attorney would do the following : Legal research, draft and file a complaint, cover all pretrial proceeding including discovery, and preparation for and representation at trial. The attorney did essentially nothing to help my case, only using XXXX to attempt to generate a paper that would not qualify as a legal agreement. I complained several times over the next few weeks about all the issues in this document. These issues include but are not limited to : a XXXX prompt being at the top of the document, the state in which the counterparties and myself were located in, the damage done to my furniture, the cost of the items that were damaged, the items that were damaged, key parts of my story were missing, etc. On XX/XX/XXXX at XXXX I terminated our agreement as it had been XXXX XXXX and the attorney was not even able to draft an accurate or legally acceptable complaint letter. On XX/XX/XXXX at XXXX I contacted the attorney and asked for a full refund as he did not provide me the service that I paid him for. He did not agree to give me a full refund, but he did agree to refund half because he said that the legal research and preparation of the document ( even though it was not completed ) accounted for half of the cost of the agreement. These costs are not outlined in the agreement that way and it is written as a {$3000.00} flat fee for all services. He held firm in this position even though the pretrial proceedings and representation at trial are significantly more : time consuming, expensive, skill dependent, etc. Clearly accounting for a significantly larger portion of the agreement. Additionally, the preparation of the document or full legal research were also not completed in full as I terminated the agreement due to the lack of response to my complaints and the very slow speed in which these steps were being completed, causing me more damage. 

I contacted Truist on XX/XX/XXXX around XXXX to attempt to recoup the {$5100.00} I had lost. I was on the phone for about XXXX hours while they filed a series of claims that ended up being completely invalid. On XX/XX/XXXX at about XXXX I called again because I noticed there was a significant amount of information missing from my claims and it was completely invalid. I was on the phone for another XXXX hours attempting to resolve this, assured my claim was now processed correctly and there was a realistic chance I could recover my funds. On XX/XX/XXXX I was informed via email that my claims were denied without any investigation for being more than 30 days after the transactions had occurred. I called that day around XXXX to clarify that they had made no effort to investigate or resolve my claim, Truist agreed they had made no effort to help me due to their strict 30 day policy.

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