Consumer complaint received 2026-06-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year>, I was the victim of a sophisticated law enforcement impersonation scam. The previous evening, my XXXX daughter was arrested. I had been under severe emotional distress for days leading up to and including the night of her arrest and had barely slept. That morning, criminals posing as XXXX XXXX XXXX XXXX personnel called to tell me she had been selected for a diversion program and I needed to pay for an ankle monitoring device. The demands escalated to bond, then to something far more alarming : they told me I had federal warrants out for my own arrest and needed to post {$30000.00} in cash to clear my name to be fully refunded once the matter was resolved. I was told I was under a gag suppression order and had to stay on the phone at all times while they directed me to drive from bank to bank to XXXX kiosk under continuous pressure. I believed my daughter 's situation was real because it was she had been arrested. That is what made this scam so effective. By the time I walked into the Truist Bank branch at XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX at XXXX p.m., I had been under continuous manipulation since XXXX a.m. nearly XXXX hours had already deposited {$6800.00} into Bitcoin kiosks, and eaten nothing except a protein bar between kiosk runs as the scammers kept escalating. I was sleep-deprived and not capable of recognizing what was happening to me. At the branch I requested a {$30000.00} cash withdrawal from my business account ( XXXX ). The scammers directed me to Truist first, telling me it was a smaller bank where getting a large cash amount would be easier. I had no debit card or account number I identified the account by writing my business name on a slip and presenting my ID. The teller said her supervisor would not return for 45 minutes and proceeded without waiting. She was extremely friendly and helpful which I was grateful for given the desperate situation I believed I was in. She said she could offer {$5000.00} or {$6000.00} and suggested I wait. I used the restroom. When I returned she presented the full {$10000.00} {$6000.00} in $ XXXX and $ XXXX plus {$4000.00} in {$20.00} bills located while I was away and asked if that was okay. I agreed ; I was trying to get whatever I could. She and a colleague began calling other branches for the remaining {$20000.00}. I said I could not wait and left. I deposited {$9900.00} into a XXXX kiosk at the scammers ' direction. This account has virtually no history of cash withdrawals. A {$30000.00} request with no card, no account number, and no supervisor present was a severe departure from any established pattern and should have triggered inquiry. Less than two hours later, still on the phone with the scammers, I went to a XXXX XXXX XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX to withdraw the remaining {$20000.00}. An employee asked why I needed the cash. I gave the scripted answer. The branch manager followed up with one question. I had no answer. When I tried to leave, she took my ID and debit card and refused to return them I still did not believe it was a scam and wanted to go. Only after she called the XXXX XXXX Police and officers arrived did I begin to understand what had happened. The {$20000.00} was never withdrawn. XXXX XXXX XXXXXXXX 's intervention one follow-up question, physical intervention, and a call to police saved {$20000.00}. Truist 's failure to apply any scrutiny to a far more unusual transaction cost me {$9900.00}. I have submitted a formal complaint to Truist directly ( XXXX XXXX XXXX XXXX. XXXX ; 15-day resolution committed ). I am filing with the CFPB and XXXX because this warrants regulatory review regardless of Truist 's internal response. Active law enforcement investigation : XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX, # XXXX ). FBI XXXX and FTC Report No. XXXX also filed.

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