Consumer complaint received 2026-03-03 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION
State: CA

Complaint narrative:
CFPB Complaint Truist Bank XXXX XXXX XXXX I ( XXXX XXXX, attorney-in-fact via XXXX for XXXX XXXX XXXX ( XXXX XXXX XXXX and XXXXXXXX via XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX am filing this complaint regarding Truist Banks denial of reimbursement for unauthorized XXXX transfers from my XXXX mothers consumer checking account. My mother ( XXXX XXXX XXXX XXXX is XXXX years old and resides in Florida ; I live in California and my sister lives in Georgia ; we coordinate things remotely. She has moderate to severe XXXX XXXX and significant XXXX XXXX XXXX XXXX limitations. My sister and I assist her with financial management under valid legal authority ( XXXX XXXX XXXX ). She is not capable of independently managing complex banking matters. Beginning on or around XX/XX/year>, the account experienced multiple unauthorized XXXX transfers totaling approximately {$500.00} {$600.00} ( exact dates and amounts are available in Truists records ) that repeated in some form in both XXXX and XXXX. The transfers were sent to various individuals ( including XXXX " XXXX XXXX '' ), but several who are not known or authorized payees. These transfers were not initiated or authorized by : My mother Myself My sister Any authorized caregiver The transfers were reported promptly upon discovery, in each instance. An affidavit was completed and submitted as requested by Truist. This account has a stable and predictable XXXX payment pattern, including recurring weekly caregiver payments ( XXXX XXXX, XXXX XXXX ) in consistent amounts and an annual XXXX XXXX payment ( XXXX XXXX ). The XXXX XXXX do not match the accounts historical transaction behavior. This is not the first fraud event on this account. Since XX/XX/year>, the account has experienced repeated fraud incidents despite prompt username and password changes and the addition of two-factor authentication. Truists XXXX department informed us that their XXXX determined we are responsible and that the transfers were not fraud. However, Truist has not provided a written explanation detailing the factual basis for that determination or the evidence relied upon. Following the dispute, Truist terminated our online banking access, preventing us from reviewing transaction details. Under the Electronic Fund Transfer Act ( EFTA ) and Regulation E, these transfers qualify as unauthorized electronic fund transfers. They were not authorized by the account holder or by any person granted authority to initiate transfers. We reported the issue promptly and complied with all bank procedures. Given : The account holders advanced age and cognitive impairment Repeated prior fraud events Security measures implemented after prior incidents Transaction patterns inconsistent with historical behavior Prompt reporting and affidavit submission We believe Truist has improperly denied reimbursement and failed to meet its obligations under Regulation E. Due to repeated security concerns, we have transferred my mothers Social Security income, federal pension income, and investment distributions to another financial institution and are in the process of closing the Truist accounts. We request : Reimbursement of all unauthorized XXXX transfers. A written explanation detailing the basis for Truists denial. Confirmation of the evidence relied upon to determine authorization. Confirmation of steps taken to prevent further compromise. We request CFPB review of Truists compliance with Regulation E and assistance in resolving this 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 explanation