Checking or savings account -- Managing an account -- Complaint #5128038

Complaint Overview

Complaint ID: 5128038

Company: Truist Financial Corporation

Product: Checking or savings account

Sub-Product: Other banking product or service

Issue: Managing an account

Sub-Issue: Problem making or receiving payments

State: Florida

ZIP Code: 32129

Date Received: 2022-01-19T12:00:00-05:00

Date Sent to Company: 2022-01-19T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I thought I was paying for goods and services from the XXXX XXXX XXXX. I immediately realized I had been scammed over the phone and tried calling Suntrust ( Truist ) bank to cancel the XXXX transaction. I was on hold and couldnt get through so I drove directly to the bank. They told me I couldnt handle it there and to call the XXXX number and gave me the number to customer service. I explained I wanted my account either frozen or shut down as I didnt want this transaction going through. They said I had to call the customer service line. I explained the time may run out that i have already been trying to get through so this is why i came directly to the bank. I called immediately again but they seem to be short staffed so I was put on hold. After XXXX on hold I drove to another Suntrust ( Truist ) bank trying to get immediate help for canceling the transaction. In that bank I remained on hold and the suntrust employee and I sat in her office as she also tried calling. After she was on hold too for XXXX she told me the pending transaction went through even though it still said pending in my account. I was still on hold with my phone still and she told me to stay on hold and speak with the fraud/claims Dept for a possible refund since it still showed pending. After being in hold for XXXX someone picked up and transferred me again. It wasnt until XXXX of being on the phone that someone picked up and told me the transaction went through and it was too late even though it still was showing pending. I explained that if I hadnt been sent to 2different banks, been on hold XXXX for this phone call and almost XXXX prior, and also tried calling right after it happened which wasted an extra hour of being on hold again I wouldve been able to cancel it in time. I never received the services I thought I was paying for. It was a scam and because it took me close to XXXX to get someone on the phone to cancel the transaction, they say it cant be cancel and I lost the money. I feel this isnt right and I shouldve been protected. If I had access to actually speak to some right away, it wouldve been canceled in time. Again it still hasnt been resolved because they wanted to transfer again back to the claims dept. They bounced me around on the phone for XXXX and bcuz XXXX couldnt speak to anyone, I missed the transaction time frame period. Although it was a scam I was under the assumption that it was service via XXXX ( XXXX XXXXXXXX XXXX XXXXXXXX ) and they were threatening to cut my electric within the hour. Please help me rightfully get my refund from Truist Bank.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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