Consumer complaint received 2024-01-19 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
I am writing to file a formal complaint against Truist Bank for the mishandling of a significant funds transfer and potential discriminatory practices based on XXXX profiling. 
I have been a customer of Truist Bank and recently initiated the process of transitioning my banking services to XXXX. Due to transfer limits on my new XXXX account, I opted to transfer my funds to my husband 's account at XXXX XXXX XXXX XXXX. After successfully setting up and verifying this external account through Truist 's online banking system, I proceeded with an initial transfer of {$5000.00}, which was completed without issue. 

However, difficulties arose during a subsequent attempt to transfer an additional {$5000.00} from my savings account. Noticing an unusual delay, I visited a Truist branch for assistance. A bank representative informed me that the transfer was processed, but not yet reflected in my app, and assured me that I could proceed with closing my Truist account. 

Subsequently, it was revealed that Truist had erroneously flagged this transfer as fraudulent and halted its completion, yet the funds were already debited from my account. Attempts to resolve this issue have been ongoing for over a month and a half. Initially, Truist stated they were awaiting an invoice from XXXX XXXX to confirm the non-receipt of funds. However, as of yesterday, Truist claimed ( via a phone call with client dispute representative XXXX XXXX ) that the funds were transferred to XXXX XXXX on XX/XX/XXXX. This claim was contradicted by XXXX XXXX, which confirmed, upon providing the trace number XXXX, that they had not received such funds. It appears that the funds are still with Truist, but they have somehow misplaced my funds. This leaves me without access to my {$5000.00} which is causing significant financial distress. 

Furthermore, I am deeply concerned about the potential XXXX bias involved in this incident. A Truist representative in the fraud department indicated that the transfer was flagged due to my husband 's XXXX name. The representative 's line of questioning specifically, whether I had met my husband in person and if he was not someone I met online from overseas was not only inappropriate but suggested XXXX profiling. My husband is an XXXX XXXX of the United States military and a XXXX citizen, qualifications necessary to hold a XXXX XXXX account. 

This experience with Truist Bank has been distressing, both financially and emotionally, and raises serious concerns about the bank 's operational integrity and commitment to fair and non-discriminatory practices. I urge the Consumer Financial Protection Bureau to investigate this matter promptly and ensure that such incidents are not repeated, while also securing the return of my funds. 

Thank you for your attention to this important matter.

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 monetary relief