Consumer complaint received 2025-07-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
On Monday XX/XX/2025 at XXXX I received a text message from a number stating that it was a Truist alert and there was a sign in attempt on my account in XXXX XXXX  XXXX a XXXX XXXX phone. I then sent a text to my wife asking her to check the account to see if anything looked off. She responded saying everything looked normal. At XXXXXXXX XXXX  I received a phone call from the Truist phone number ( XXXX ). The person was impersonating a Truist fraud department employee. I fully believed I was speaking with the Truist Fraud department. They informed me that there was an internal transfer of {$7200.00} that was set to take place at XXXX on XX/XX/2025. That phone call was disconnected. The same Truist number ( XXXX ) called back 3 different times each time the line was silent. Then a no caller id number called, it was the same guy and he apologized for the disconnected call and informed me that he was then calling from a secure line that was federally monitored and recorded. They went on to tell me that my options were to let the money come out and file a claim that could take 4 to 6 weeks to get the money back, or I could go to the bank and withdraw the money to intercept the transaction. They told me that there was a level 7 investigation taking place and they believed a teller in the bank was making this fraudulent transaction. They told me they were in contact currently with the investigators. They told me the transaction was being done at the XXXXXXXX XXXX branch and asked had I been in that branch recently. I told them I use to bank at that branch when I lived in XXXX a few years ago but had not been there recently. They wanted me to go to that branch to make the withdrawal but I the time I was at work and would not have made it there by the time the transaction was going to take place. We determined the closest branch to me was the XXXX XXXX Truist branch in XXXX XXXX. They told me to go ahead and head to the bank to try to intercept the transaction. They told me not to mention what was going on so the investigation wouldnt be compromised. They said to tell my boss that I had an emergency meeting at the bank. I then left work at approximately XXXX and headed towards XXXX from XXXXXXXX XXXX XXXX  They stayed on the phone with me the entire drive which was about 45 min. Through out the drive the person would come back on the line to ensure we were still connected. At one point they asked me if the name XXXX XXXX mentioned anything to me. I told them I had never heard the name before. They said they didnt know what part in this fraud she may have a part in but the investigators had passed the name along. Along the drive they informed me that they would go over the SOP for what to do when I arrived at the bank. I was informed that I needed to stay on the line while entering the bank. I was told to look out for anything out of place or suspicious and to note the names of the tellers who were working. I did I was asked and went back to the car. Before I walked in they said if at any point I felt uncomfortable that I should return to the vehicle. They made it sound like they had my safety in mind. After I received the money and got back to my car they informed me that I needed to go to a secure location to deposit the money. They said XXXX XXXX XXXX was the parent company to Truist and I should go to the closest location. I went to the broad street location in XXXX XXXX Once there I was instructed to manually input a card into my XXXX wallet on my XXXX and then go to the kiosk inside. The first card I tried this with would not let me deposit any money. I returned to my vehicle and they gave me a second card to input in my phone. I told them I wasnt ok with depositing money into an account that was not mine. They assured me that this card information was to a secure account created by the investigators to verify that the money has been secured. They said if I looked at the card information it would have my name and my address attached to it, and it did. I went back into the chase bank and used the kiosk to deposit the {$7200.00} into the account. The kiosk only took {$7100.00} and left me with a {$100.00} bill. I told them what happened and he said he would notate that in the account. As I was driving away the person informed me that another transaction from the same XXXX branch was being attempted set to come out of my account just before XXXX. This amount was for {$4000.00}. He said the investigators didnt want me going back to the same branch to intercept this transaction by with drawing the money so I went to the XXXX XXXX XXXX in XXXX XXXX As I was withdrawing the money the teller asked if I had withdrawn money earlier that day. I told her I had. She asked why I didnt withdraw the total amount the first time. This is when it suddenly clicked. I muted my phone because I was still on the line with the people impersonating the Truist fraud department and told the teller what was going on. She informed me that Truist would never ask me to do something like this and that I needed to call the fraud department. I did not complete the withdrawal and walked out of the bank. I told the people on the phone that she would not let me have the money. They told me that she was trying to steer me away from the investigation. I told them that I demanded to speak with someone in the branch and they told me an investigator would be calling me in about 30 minutes to set up that meeting. I have not received any more calls from these people. I went back in the bank and talked to the teller to try and find out what to do from here. After that I went back to chase to try and stop the deposit and the man working the counter told me since it had been done in cash it was instant and could not be stopped. I went back to the XXXX XXXX location of Truist and talked to the banker to get my account closed and out and to open a new account for security reasons. I explained what happened to the XXXX as well and she said she would put a claim in. After that I went back to chase realizing I still had the card in my XXXX wallet and tried to get back into the account. I was able to get in and see that the account balance had dropped to just over {$2000.00}. I tried to withdrawal that money hoping to recover some of my loss. The kiosk wanted to verify my identity further and was sending a notification to the email associated with the account which I could not see. I printed out the account balance and last 10 transactions incase in could help me in the claim process in any way. I talked to a chase employee to see if they could pull up the account since the card had my name and address attached to it but they were unsuccessful at doing so. When I arrived home I filed a police report with the XXXX XXXX XXXX XXXX ( case # XXXX ). For what had happened. The following day I called the Truist fraud department and filed a claim for the incident and attached the case number from the police report to the claim. This transaction was made under false pretenses and I would not have authorized the transaction knowing this information. Truist told me to they would be sending me paperwork to fill out for the investigation. They sent paperwork in my wifes name not my name and then called before the paperwork was submitted and informed me the claim had been denied. I was also told by the Truist Fraud department that an investigator may be contacting in the next couple of days to talk about the investigation but never called.

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