Consumer complaint received 2025-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Background I have spent three and a half years negotiating a settlement with my daughter-in-law to remove her from the deed of my house. My goal is to ensure that my daughter can inherit the property. 

Details of the Transaction On Thursday, XX/XX/year>, I wired {$61000.00} at a Truist bank branch to XXXX XXXX to handle a real estate transaction. However, by XX/XX/XXXXXXXX XXXX XXXX had not received the funds. It was discovered that the settlement agent had provided incorrect wiring information, which resulted in the money being sent to a XXXX XXXX  account by mistake. 

Attempts to Resolve the Issue On XX/XX/XXXX, I spent approximately three hours at the Truist bank branch, using one of the staffs phones to discuss the situation with the Truist fraud department. The department indicated they would initiate a return of the funds that had been mistakenly sent to XXXX XXXX. On XX/XX/XXXX, I received a letter stating that Truist had completed their investigation. The letter informed me that I would not be receiving a refund from Truist since there was no indication of fraud, but they would attempt to return money from XXXX XXXX. 
As of today, I have not received any money back in my account. I have called the number provided by Truist for updates multiple times but have not been able to speak with anyone beyond the call center staff or obtain any meaningful information. The responses I have received have been totally inconsistent. 

Communication Challenges Last week, I called the bank branch several times to speak with the branch manager about the situation. After three attempts, I did not receive a call back. Eventually, after my final call, I was able to discuss the matter with him. He explained that he had intended to call me but needed more information from the fraud department and promised to call back that day. However, he never followed up. 
Later that afternoon, XXXX, who had incorrect information about my case, contacted me and was assigned as my direct contact to keep me informed. I received a text early Sunday morning stating that my complaint had been received and that an investigation would begin. This made it seem as though the process was starting over, despite having begun a month and a half ago. 
Overall, it feels as though they are roadblocking me to preventing me from obtaining information. I am not sure why this is happening, but I need to complete this real estate transaction and update the deed on my house so that my daughter can inherit the property. I am XXXX XXXX XXXX and concerned about the urgency of resolving this matter. 

Current Status XXXX XXXX  has notified me that they have been in contact with XXXX XXXX, and XXXX confirmed that the money is being held in a frozen account. 

Request for Assistance I am seeking help to obtain information from Truist bank regarding the status of my funds and if they have requested XXXX XXXX  to return the money.

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