Consumer complaint received 2022-06-06
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Hello, I am contacting you regarding a dispute I have with my bank ( Truist, previously SunTrust ). 

Indeed, I made an international wire transfer of XXXX USD ( XXXX EUR ) on XX/XX/2022, from my American Truist bank account to my XXXX XXXX  account ( XXXX XXXX ) ( Reference Number : XXXX, attached document # XXXX ) and the money should have arrived on XX/XX/2022. However, the wire never reached my XXXX XXXX account ( bank statement from XXXX to XXXX attached, document # XXXX to XXXX ). 

I have contacted Truist several times since I made my first request ( 4 in total ) on XX/XX/XXXX, and they have initiated a request to track and recall the wire to my Truist account. I also noticed a mistake on my XXXX address ( zip code ), that I asked to be corrected ( XX/XX/2022 ), I was assured it had been automatically corrected by the software but according to the XXXX XXXX document ( attached document # XXXX ) I received today ( XX/XX/2022 ) it was not. I dont know if its related to this issue but its an uncorrected mistake on their end. That being said, my transfer needed to get through two intermediary banks in order to reach my XXXX account and according to Truist my money should be in one of these 2 banks.

They seemed to have been trying to contact those 2 banks to get my funds returned, but the intermediary banks have not been responding so Truist said they couldn't do anything. When I asked them to initiate the wire, I was told that if there was any issue, they will be able to recall the wire in order get my money back, and they are clearly unable to do so. In addition, they told me to contact the intermediary banks myself even if Im not a customer of these banks and dont have access to the information regarding the wire transfer initiated by Truist . In any case, if the intermediary banks didnt answer to Truist , why should they answer to me? However, I contacted my bank in XXXX several times : they never heard about this wire and requested the XXXX document identifying the transaction. Unfortunately, Truist was not able to provide me with this number which should be emitted by one of the intermediary banks. 

After several requests, Ive just received a mail from the bank stating my case was closed as the wire was sent as per my instructions ( attached document # XXXX ). I went to the bank today and had been told that Truist will not do anything else to help me recover nor refund my money. 

From my point of view, I gave Truist all the information needed to do this wire and Im not responsible for the transit of the wire through the intermediary banks, which is the decision of Truist. I entrusted my money to Truist and they promised me that my funds would safely arrive on my XXXX XXXX account in a maximum of 3 weeks. It's been almost 4 months and this promise has not been kept. As they are not able to get my money back, I want a refund. 

Respectfully,

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