Consumer complaint received 2025-08-22 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Truist Bank is being ignoring my request to send me a new check since the first one was lost by USPS and did not get delivered.I have been reaching out Truist Bank for more than 20 days and they always denied to give a solution to my problem.I already sent a complaint to the XXXX, I sent a letter to Truist Corporation by email, here is a copy of the letter that I sent to their corporate office by email where I explain in detail what happened, nevertheless I never got an solution or answer to my problem. 

To Truist Bank Customer Service / Claims Department XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX NJ XXXX Dear Truist Bank Management, I am writing to formally lodge a complaint regarding an ongoing and unreasonable delay in receiving a refund check owed to me by Truist Bank. 



On XX/XX/XXXX I canceled my Gap insurance policy that I had obtained through Truist Bank when I bought my car White XXXX XXXX XXXX. As part of the cancellation process, Truist confirmed that I was owed a refund and a check was issued and mailed to me. 



However, the check never arrived. The United States Postal Service ( USPS ) has since confirmed to me that the letter containing my refund check is lost and will not be delivered. USPS advised me to contact Truist Bank and request a new check.I had contacted my dealership XXXX XXXX XXXX XXXX XXXX XXXX Fl XXXX and they confirmed that you already withdrew the money from them weeks ago to send me my check.

When I contacted Truist Bank, I was informed that, despite USPS confirming the letter is lost, Truist requires me to wait an additional 90 days before issuing a replacement check. This is on top of the 90 days I have already waited, resulting in a total of 180 days from the original mailing date before I can receive funds that rightfully belong to me. 



I find this policy to be both unreasonable and potentially unlawful for the following reasons : 1. Industry Standard Most financial institutions can place a stop payment on a lost check and reissue it within 7 days once it is confirmed undelivered. A total wait time of six months is excessive.

2. Consumer Rights Under U.S. banking and consumer protection principles, companies may not engage in unreasonable practices that deprive consumers of timely access to their funds. 





3. Proof of Non-Delivery USPS has provided confirmation that the check is lost. Therefore, there is no valid reason to delay reissuance further.

4. Financial Harm This delay is causing me financial hardship, as these are my funds, not Truists, and withholding them for an extended period is unjust.

Requested Resolution : I request that Truist Bank immediately place a stop payment on the original check and issue a replacement within 5 business days of this letter. If this is not done, I will escalate this matter to the Consumer Financial Protection Bureau ( CFPB ), the North Carolina Commissioner of Banks, and the Federal Deposit Insurance Corporation ( FDIC ) for investigation.I actually already sent a complaint about this matter to the XXXX and the CFPB will have a copy of this letter.No need to mention that the customer service that i receive from your reps every time that i call is inefficient.

Please provide me with written confirmation of your action on this matter. 



Every time that I call I get a different answer from the reps and I was even told that I had to wait 90 days to get a resolution for my problem

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