Consumer complaint received 2024-05-24 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: FL

Complaint narrative:
- On XX/XX/2024 I initiated an online transfer from my Checking Account at Truist Bank to my Checking Account at XXXX XXXX XXXX XXXX in the amount of {$500.00} with a {$3.00} fee. Confirmation # XXXX. Note from Truist Bank said the transaction would take 3-5 business days to be in my account at XXXX XXXX XXXX XXXX XXXX 

- On XX/XX/2024 I initiated an online transfer from my Money Market Account at Truist Bank to my Checking Account at XXXX XXXX XXXX XXXX in the amount of {$3000.00} with a {$3.00} fee. Confirmation # XXXX. Note from Truist Bank said the transaction would take 3-5 business days to be in my account at XXXX XXXX XXXX XXXX XXXX 

- On XX/XX/2024, I contacted XXXX XXXX XXXX XXXX, spoke with XXXX regarding the transfers that were not showing in my checking account at XXXX XXXX XXXX XXXX. She advised me to give it two more days to see if the transactions would show in my Checking Account. 

- On XX/XX/2024, I again contacted XXXX XXXX XXXX XXXX ( XXXX ) regarding the transfers. I was told my complaint will be sent to the Digital Support Team and I should be receiving a phone call regarding the transactions. 

- On XX/XX/2024, I received a phone call from XXXX at XXXX XXXX XXXX XXXX. He told me he has researched my case and there were no incoming transactions to my account from Truist Bank. He told me I should try deleting my external account at Truist Bank and re-enter it to see if it will finally transfer. I did so reluctantly. However, nothing changed. He also told me to contact Truist again and ask for a 15 digital trace number so they can initiate a trace to track the transfer. 

- On XX/XX/2024 I contacted Truist Customer Service at XXXX. I was told that there was nothing Truist Bank could do as the money had already been deducted from my account and sent to XXXX XXXX XXXX XXXX. I insisted on filing a claim with Truist Fraud Claims Department. I was given a number to contacted the Fraud Claims Department ( XXXX ). A claim was filed and I was given two Claim numbers 1 ) XXXX for the transaction of {$3000.00} 2 ) XXXX for the transaction of {$500.00} - On XX/XX/2024, I contacted Truist Customer Service to follow up on my claims. I asked the Associate to be transferred to someone in the United States that I can better communicate with. I was transferred to XXXX who was identified as the Customer Service Manager in the United States. After reviewing my accounts and claims, she told me that my next step was to contact the Federal Reserve Bank at ( XXXX ) to have them release my money if it was just sitting in the warehouse. 

- On XX/XX/2024, I received two letters by US mail from Truist Bank regarding Case Number XXXX for the amount of {$3000.00} and Case Number XXXX for the amount of {$500.00}. Both letters stated that Truist had reviewed my claim and determined that I received the benefits. 

- On XX/XX/2024, I contacted the Federal Reserve Bank ( XXXX ). I spoke with XXXX at the Federal Reserve Bank who told me this was their Consumer Complaints Department and they will not be able to research my claim. I would have to contact my bank ( Truist ) and have them contact the Clearing House at the Federal Reserve Bank to research my claim. She stated the Bank has access to the Clearing House number which is not available to the public. 

- On XX/XX/2024, myself and my husband visited the Truist Bank XXXX XXXX Branch ) and met with XXXX XXXX ( Branch Leader ). She then filed a Claim with the Client Resolution Department. She told us we will be contacted by this department to follow up on our claim. 

- On XX/XX/2024, I received a confirmation email from Truists Client Resolution Department assigning a Case Number to our claim. Case # XXXX. The email stated that Truist is researching my claim and listed my contact person as XXXX XXXX aXXXX XXXXtruist.XXXX truist.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