Consumer complaint received 2026-07-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
XXXX XXXX XXXX # : XXXX Bank : truist bank Dear Executive Customer Relations, I am respectfully requesting an executive review of Truists decision to deny my fraud claim involving a {$500.00} XXXX transfer that occurred after I was deceived by an individual impersonating a Truist Fraud Department representative XXXX I understand that Truist denied my claim because the transaction was technically authorized from my account. However, I ask that you consider the circumstances under which that authorization was obtained. I received a phone call from someone claiming to be with XXXX Fraud Department. The caller already knew my full name, phone number, home address, and Social Security number. Because they possessed sensitive personal information that I reasonably believed only my bank would have, I believed I was speaking with a legitimate Truist representative. The caller informed me that hackers were attempting to access my account and instructed me that the only way to protect my funds was to transfer {$500.00} through XXXX into what they described as a secure internal Truist account. I was specifically told that this account was controlled by Truist and that I would regain access to my money after the security issue was resolved. I never intended to send money to a criminal. I believed I was following security instructions from my own bank in order to protect my account. My decision to authorize the transfer was based entirely on fraudulent misrepresentations made by someone impersonating Truist. After discovering that I had been scammed, I reported the incident to Truist as quickly as possible and fully cooperated with the investigation. I explained exactly what occurred and answered every question honestly. I respectfully ask Executive Customer Relations to conduct an independent review of my claim rather than relying solely on the conclusion that the transaction was authorized. The authorization occurred only because I was deceived by someone fraudulently presenting themselves as a Truist employee. I also respectfully request answers to the following questions : Was the recipient XXXX account investigated for fraudulent activity? Was an attempt made to recover or freeze the transferred funds? What evidence was relied upon in determining that my claim should be denied? Did the investigation fully consider that I believed I was transferring funds into a legitimate Truist-controlled account? Can my claim be reopened for an additional review based on the impersonation and social engineering involved? This financial loss has caused me significant hardship. The {$500.00} represented money I needed for essential living expenses and bills. As a result of this scam, I have struggled to meet my financial obligations. I value my relationship with Truist and am simply asking for a fair and comprehensive review of the facts surrounding this incident. I respectfully request that my claim be reopened and reconsidered and that Truist reimburse the {$500.00} if the review determines that I was the victim of a bank impersonation scam. Thank you for taking the time to review my appeal. I appreciate your consideration and look forward to your response. Sincerely, XXXX XXXX

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