Consumer complaint received 2026-02-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
On Friday, XX/XX/XXXX, I received a call from unknown caller id at XXXX. I did not answer it XXXX because I did not know who it was and I was trying to finish up homeschooling my XXXX XXXX XXXX daughter. I saw that the number was leaving a message so I thought maybe it was someone I knew. I answered, and the male voice on the line told me it was Detective XXXX along with badge number, with the XXXX XXXX XXXX office ; that I had missed a jury duty that was for a federal case that was held on Thursday, XX/XX/XXXX. I informed them I did not know anything of this and that XXXX never been in trouble before and he informed me that when you are subpoenaed to jury duty they give you a XXXX XXXX card to reimburse you for your services. That I had a warrant out for my arrest and a contempt charge for missing this. They also told me the subpoena was signed on XX/XX/XXXX, which was possible because I was not even in the state of XXXX at that time. Told me if I were to pay {$2000.00} on this XXXX XXXX card and go before a judge over a zoom call that I would be cleared and I would then be refunded the money back. I told him I was not able to come to XXXX XXXX XXXX at the moment because I had my XXXX girls with me and so they sent me through to what I was told was the XXXX Police Department to a Deputy XXXX. XXXX XXXX proceeded to tell me in detail what I needed to do within hour or so because judge wasnt going to wait all day for me. So I gathered my XXXX girls, ages XXXX and XXXX, went to the XXXX XXXX ( where they told me to go ) and was told I qualified for a deprivation and could do {$1000.00}. So they had me do XXXX different transactions ( XXXX for each charge ) {$500.00} and {$500.00}. In the midst of all of this I asked if I was allowed to text my husband and tell him that I was okay because they had told me not to talk to anyone. XXXX XXXX told me that I was allowed to. Once I made the {$1000.00} payments then Detective XXXX came back on the line and told me because I had text my husband I broke the rule of not talking to anyone because I was a juror and I had to pay the other {$1000.00}. So I then went back in XXXX with my XXXX girls and did another transaction for {$500.00}. I tried doing the XXXX one and I had reached the maximum and XXXX do anymore. They then told me I had to go get cash and go to another location and do the last transaction. I then found an ATM in XXXX got {$500.00} cash out and went to the XXXX XXXX in XXXX, VA and did the last transaction. After I did all of this they informed me that I had been cleared and that someone from the XXXX XXXX XXXX had been apprehended for forging signatures on this subpoena. Told me I could go to the XXXX Police Department to get my refund of the money I had spent. I showed up at the XXXX Police Department to find out it was all a scam. I then called Truist right away to shut my debit card off and order a new one. I also then called the XXXX Police Department and filed a claim which is XXXX XXXX XXXXXXXX with XXXX XXXX. I also ran a credit report in my name to be sure nothing else had been bothered and everything else seems to check out okay thus far. As soon as the charges posted on Tuesday, XX/XX/XXXX, I filed a fraud claim with Truist and disputed all XXXX of the charges on my bank account. Myself and my girls were terrified because I had never been in trouble and these people kept saying I was going to be arrested if I did not do this. XX/XX/XXXX -- I called Truist to stop payment/file fraud. They told me that transactions had to post in order to stop them or file a claim. XX/XX/XXXX -- XXXX I called and filed a fraud claim ( XXXX XXXXXXXX ) said within XXXX days XX/XX/XXXX, was notified the claim was already denied on XX/XX/XXXX. I called the fraud department at XXXX, they told me to fill out paper I received in the mail with all documentation to receive a second review. XX/XX/XXXX, XXXX, I emailed all receipts, description of what happened, screenshots of text messages from caller, along with their form filled out. Also, went to request a police report from the police department. I called XX/XX/XXXX, XXXX, I called to see if documents had been uploaded, they told me there was nothing. Try calling back and give it little more time. I called again XX/XX/XXXX, XXXX, was told nothing to give it another day or XXXX. Called once again XX/XX/XXXX, at XXXX, still said there was nothing uploaded to maybe try taking documentation to branch and have them upload it. XX/XX/XXXX, I went to the local branch ( XXXX, VA ), had them scanned and they emailed them. XX/XX/XXXX, XXXX, I called and they finally got documents uploaded to the fraud case. They told me to give it XXXX business days and once I received the actual police report to also send that in. XX/XX/XXXX, at XXXX I missed a called from the fraud department saying it was in regards to claim and that it was time sensitive matter. So I called right back XXXX, and the gentleman informed me that the claim was denied again and there was nothing they could do.

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