Consumer complaint received 2025-01-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
My name is XXXX XXXX ( formerly XXXX ) I was a victim of a scam in XXXX of XXXX, and despite all my eorts to file claims and challenge Truist 's denials, I was let down by Truist as a customer. Below is a description of the events : On XX/XX/XXXX I received an inquiry on XXXX XXXX about purchasing my vehicle. Arrangements were made with the buyer to send a check payment of {$5900.00} for sale of the vehicle ( {$4000.00} ) and transportation of the vehicle ( {$1900.00} ) to the dealership. Check was shipped from the buyer via XXXX tracking number : XXXX on XX/XX/XXXX. Check was from XXXX XXXX in XXXX, CA, Routing number : XXXX. 
I deposited the check at my local Truist branch ( the branch address is listed in this complaint ) via XXXX XXXX up ATM on XX/XX/XXXX and a hold was placed on the check, as usual. The check was cleared and funds were available for use on XX/XX/XXXX. On XX/XX/XXXX, the buyer requested the payment for the transport to be XXXX  ( {$1900.00} ). After sending the payment and confirming receipt with the buyer, on XX/XX/XXXX the buyer requested a refund via XXXX. I sent the first {$2000.00} as requested on the same day. On XX/XX/XXXX when they requested the second payment via XXXX, I thought their wording was suspicious and I reached out to the same local Truist branch explaining what was happening. While I was on the phone, I received a notification from my Truist mobile app saying that I had insucient funds/ overdrafted my account, the check I deposited on XX/XX/XXXX was fraudulent. 
I was directed by the Truist branch member over the phone to file a claim with Truist fraud and call the local XXXX 's oce. Truist fraud claim number : XXXX XXXX XXXX XXXX 's department claim number : XXXX. The check looked legitimate with watermarks, holographic imagery, routing number, business and signature. Upon further investigation with help from my mother, we came to find that the check from XXXX XXXX in XXXX, CA, ( Routing number : XXXX ) was a legitimate check, but was stolen. Once the funds showed available for use, I thought I had that money in my account. I never would have XXXX any money if the check hadn't been cleared with the bank. 
After several back and forth phone calls with Truist 's fraud department, challenging my claim after it was denied XXXX separate times, Truist eventually moved me into XXXX, cleared out both my checking and savings accounts to pay back what I was just scammed out of. The mental toll and stress of trying to recoup this loss has been immense. I have not fully recovered from this.. The money from that check was supposed to be the down payment for the car I currently drive, but instead I had to borrow that money from my mother, while I fought with Truist. I've only been able to pay her back {$3500.00} of that {$5000.00} to date. 
Created on : XXXX XXXX The XXXX XXXX XXXXXXXX XXXX XXXX have gone as far as they can in regards to the jurisdiction of the XXXX scammers. 
Detective XXXX XXXX said that one of the banks is in Texas which make it dicult to have them comply, and the other bank tied to the XXXX scam account was a XXXX XXXX account. XXXX XXXX said they are known for not complying or cooperating with investigations without multiple search warrants. Most recently, my mother reached out to a regional XXXX XXXX XXXX, who said she would look into my case. I was informed this past week ( Friday XX/XX/XXXX ) that Truist is continuing to deny my claim. 

If Truist would have done their job properly and held that check to make sure it was legitimate, I never would have been scammed to XXXX 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