Consumer complaint received 2024-04-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
Applied for online loan through a company with verified reviews from XXXX, other consumer websites claiming to be named XXXX. For more detailed information reference report number- XXXX from ftc claim. I have all hard copies of any texts, communication, emails, and phone records where Inwas made to stay in line with my loan officer named XXXX XXXX using the phone number XXXX ( XXXX ) XXXX. Ultimately Was told they had to access my account to transfer insurance deposit to verify validity of my account and the next day I would have to transfer back via XXXX XXXX. When I stated I had never used XXXX XXXX XXXX became very aggressive and stated this would only further delay my process and would need to be at XXXX the next morning as soon as they opened at XXXX to transfer money back. I asked multiple questions surrounding this process to include why cant i go to my bank and ensure it is transferred correctly. And still very aggressive, stated he would be calling me at XXXX the next morning to verify the funds went into my account and to talk to me until they were transferred back ( {$1900.00} ). Later that evening, received a text from bank regarding account being locked due to multiple unsuccessful attempts to login. XXXX called and stated his team was informed Inhad changed my bank credentials and he needed them asap and for me not to sign in again until the process was complete. I told him I never authorized a single person from his company to sign into my bank account and asked how they accessed it. I told him i refused to give them any type of access to my login credentials and if there was any information needed, they would communicate those needs with myself and I would determine if appropriate request. About XXXX XXXX  later, received another text asking if the funds cleared so signed in and saw I had XXXX returned checks and a pending XXXX each for approx {$970.00}. Checks were written from a company in XXXX Texas with my name forged on the back. I knew at this point I had been scammed but didnt know to what degree. I went ahead and called bank to make them aware of the first XXXX checks and pending XXXX check. The next morning XXXX called at XXXX, I made sure my husband was present and witnessing and XXXX demanded i transfer all the funds to a XXXX XXXX XXXX that came up with the name XXXX XXXX XXXX i asked multiple questions and he refused to answer. I was unable to transfer to full amount due to security limits I have in place for safeguards like this so he made me sit on the phone and transfer small amounts until I reached the {$1900.00}. As soon as I reached it, he was extremely hurried to get off the phone and I demanded an update on when to expect my loan to be submitted to my account. He stated he would call in XXXX hours with an update and funds would be available by that time. Never heard back from him and I texted multiple times inquiring about an update and have not heard back. Obviously all XXXX fraudulent checks were returned so that money has since credited back to my account however the {$1900.00} will not be refunded by my bank as they denied my claim prior to receiving any evidence, I had not yet received my paperwork in the mail to sign the affidavit and provide further details and they stated I received a benefit from this transaction which could not be further from the truth. Instead, I have a checking account with negative {$2100.00}, my paycheck is deposited into that account every XXXX weeks but given timing was unable to intercept by payroll so currently living off no paycheck for XXXX weeks with XXXX  because they cant give me that money with a negative balance. Truist denied each of my claims less than XXXX hours after filing which is inappropriate and against their stated protocol for these investigations and I have tried any and every branch of the company to get answers or how to just get someone to listen to actually what happened and look at the hard evidence that supports every single claim and how none of the names match up with the company directory, etc and more importantly how they didnt even inform their client ( myself ) of XXXX large deposited fraudulent checks that were clearly not even remotely near my signature. I feel completely defeated by the system and have lost all trust and faith in not only Truist whom my family has banked with for years ( formerly XXXX XXXX XXXX which we loved and had no issues ever with customer service or not feeling safe ) but the process of a fair investigation when you have been victimized by fraud and scam. They have offered no advice, assistance, anything on how to at a minimum recover the {$1900.00} that I have written and notarized transcript of the phone call demanding the transfer of funds and also feel its completely inappropriate to not find a solution to allow me to access my paycheck that I work tirelessly week in. And out XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in our community. This has turned my families life upside down and as recently as this past weekend when calling to get an update from Truist Fraud claim center, an employee hung up on me because it was XXXX and they closed. I please ask for the sake of other families that are going thru the is nightmare that at a minimum a fair investigation is afforded.

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