Consumer complaint received 2022-05-24
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Email : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX XX/XX/2022 Dear Vice President XXXX Re : Failed XXXX Money Transfer I write with reference to the above subject matter and wish to inform you ( after several attempts in my representation to your office ) that I am yet to receive a refund of the sum of ( {$860.00} ) XXXX XXXX and XXXX dollars and XXXX XXXX  that was to have been transferred by your XXXX department XXXX XXXX XXXX XXXX XX/XX/2022, on my behalf. 
On XX/XX/2022, I submitted a claim through your good offices for a refund of the said amount that was said to have been transferred to the wrong recipient through a wrong email address apparently found on your record for XXXX XXXX. And this has been the claim of your bank that the money was sent through an email, therefore, it wasnt the organizations fault. Notwithstanding, the bank promised to institute an investigation. 
Now, to start with, this was not the first time I had transferred money via XXXX through your bank. It is on record, that before the bank became known as TRUIST, all the XXXX transfers that were done through the then SUNTRUST Bank, including those to XXXX XXXX, were done through the recipients telephone numbers and never through their email addresses. 
Secondly, suffice it to say, that if the money was sent through the wrong email address, and it did not return ( so-called XXXX email ), then it means some real person living in the United States and precisely in XXXX  may have received the said amount of {$860.00}. So why has the bank ( in a manner of DISCRIMINATING AGAINST me, being a defenseless consumer ) decided to carelessly close the so-called investigation without trancing who had received the said amount and then refund my money? 
And in my last telephone conversation with one of your staff, yesterday, XX/XX/2022, representing your fraud department, she was asking me whether I issued a check for the same amount to the same recipient- XXXX XXXX who was supposed to have received the XXXX money transfer payment since XX/XX/2022, implying that as a result of that, your bank had considered the investigation closed without refunding my money to my account? What callousness? 
However, I got her to understand that I had been under pressure from XXXX XXXX for his money. Therefore, I had to issue a check to honor his payment. And that I even wrote on the face of the check in lieu of the missing XXXX payment so that the bank will know that the payment made by XXXX was yet to be refunded to me. 
In conclusion, I have taken my time to write to you as the representative of the Bank at my local branch and to copy the Consumer Financial Protection Bureau ( CFPB ) for urgent redress of this matter. I look forward to hearing from you as soon as possible. 
Thank you. 
Sincerely, XXXX XXXX.

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