Consumer complaint received 2025-08-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: WA

Complaint narrative:
To Whom It XXXX Concern, I am a XXXX XXXX XXXX XXXX XXXXiling a complaint against XXXX XXXX XXXX XXXX and its banking partner XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  regarding fraud, lack of wage protection, and unfair treatment of drivers. 

Fraudulent Transfer & Incomplete Reimbursement On [ XX/XX/year> ], my XXXX XXXX Card account was accessed without my authorization. Scammers withdrew {$71.00} from my account and also took my {$100.00} backup balance ( a credit/advance feature provided by XXXX ). 

XXXX only reimbursed {$59.00} of the stolen funds and has refused to restore my {$100.00} backup balance, leaving me indebted for money that was stolen. Under the Electronic Fund Transfer Act ( Regulation E ), I should not be held responsible for unauthorized transactions. Branchs refusal to restore my full balance is a violation of my rights and effectively punishes me for being a victim of fraud. 

XXXX and XXXX both shifted blame back and forth rather than resolving the theft. To this day, I have not been made whole. 

XXXX Banking XXXX XXXX XXXX XXXX XXXX forces drivers earnings to be deposited into Branch ( XXXX XXXX Card ) accounts by default, with no option for direct deposit into personal bank accounts. This leaves drivers vulnerable when fraud occurs, since XXXX has shown it does not provide full protection or recovery. This is an unfair and deceptive practice. 

Unfair Pay & App Malfunction On another occasion, I accepted a package delivery job advertised as XXXX hours. Due to repeated app failures, I had to contact XXXX support after almost every delivery. The route ended up taking XXXX hours to complete with XXXX package deliveries, yet I was only paid a little over {$20.00} total. I also spent long periods ( up to an hour at a time ) waiting between stops due to XXXX app not functioning properly. 

This was a complete misrepresentation of the job. I provided XXXX hours of labor, yet XXXX paid me less than {$4.00} per hour far below minimum wage because of an app that did not function as promised. 

Pattern of XXXX XXXX platform repeatedly malfunctions, causing drivers to lose hours of unpaid time. 
XXXX forces drivers into XXXX accounts instead of allowing direct deposit to personal banks. 
XXXX fails to follow Regulation XXXX by refusing to fully refund unauthorized transactions, leaving drivers indebted for fraudulent withdrawals. 
Both XXXX and XXXX minimize or dismiss driver complaints instead of taking them seriously. 

Requested Resolution XXXX. XXXX full reimbursement of all stolen funds, including the {$100.00} backup balance, and removal of any debt XXXX claims I owe for stolen funds. 
XXXX. Fair compensation for the underpaid package delivery route that took XXXX hours instead of XXXX hours. 
XXXX. Policy change to allow drivers to deposit their earnings directly into personal bank accounts instead of being forced to use XXXX. 
XXXX. A written response from XXXX and XXXX acknowledging these issues and outlining corrective actions. 

I have attached supporting documentation, including : Screenshots of the fraudulent transfer XXXX partial refund notice XXXX support chat transcripts XXXX route records and earnings This experience reflects fraud, unfair business practices, and a lack of driver protection. I urge your office to investigate and require corrective action from XXXX and XXXX. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX & gmail.com

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