Consumer complaint received 2025-08-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX, I was caught in a scam after I tried to apply for a loan online. This person pretending to be from a legitimate Loan company. After I had given them my name, all my bank details, my Social Security number, my address and a copy of my drivers license for proof of ID, they deposited the money into my checking account the amount of {$1100.00}. During the application process, they asked me if I wanted to improve my credit score as they noticed it was low. I said sure, then they said that when I get the funds I should send them the money back and they will send it back to me and my credit score will go up. I realize something was off so when I got home from work, I informed my XXXX, and she immediately told me it was a scam by then the money was already deposited, and a few direct deposit had already been taken out of the account. I immediately called my bank Truist, and told them of this and they told me not to send anything through XXXX XXXX or XXXX as its obviously a scam. Truist then asked me if I wanted to close the account, and I informed them not until the following day as I had important bills coming out and my paycheck still needed to be cleared. On XX/XX/XXXX, XXXX AM I got an email from Truist informing me that they temporary locked my account because of unsuccessful login attempts. ( This scammer tried to get into my bank account ) and Truist had put a temporary block on my account. 
I got a phone call from the scammer asking me to send all the money back through XXXX XXXX or XXXX, they continue to harass me, threaten me and even tried several times to XXXX me. I contacted the police department to let them know of this and they also advised me not to send them anything via XXXX or XXXX XXXX I have recordings of them and documented every text and phone call the scammers made to me. XX/XX/XXXX I was advised by Truist to open up another account and they put a temporary block on my old account which I could not use. No money out or money in until the investigation was complete or I paid the negative balance on the account. In the meantime I had noticed that on XX/XX/XXXX the checks had been returned, leaving me with a negative {$1100.00} balance on my account, which Truist advised me that I will probably have to pay back because although it was a scam, I had given them my account details. After looking at the back of the checks I checked the signatures, which were not mine. I have screenshots of these checks. My complaint is that Truist allowed me to open up a new account which I then gave to my job and other companies that I have direct debits with. Only to log into my account on XX/XX/XXXX and find out they closed my new account and my old account is still open, even though they informed me that the investigation into the scam is still on going. Someone from Truist had given me wrong advice, and I am upset that I now have to go back to my companies and employer and let them know the new account that I just gave them is closed, which will cause a big problem for me. Tuist has disappointed me in this case. I have been with this bank for XXXX  years and considering closing all my accounts and banking somewhere else.

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