Consumer complaint received 2026-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am filing a complaint against Truist Bank regarding their denial of my Regulation XXXX claim for an unauthorized electronic fund transfer in the amount of {$3800.00}. I was the victim of an impersonation scam, where an individual posed as XXXX XXXX support and deceived me into believing there was an urgent issue with my account. Under this false representation, the scammer initiated a XXXX XXXX XXXX withdrawal without my authorization.I did not approve, authorize, or benefit from this transfer. provided Truist with multiple pieces of supporting documentation, including : Fake XXXX payment pending emails instructing me to send additional money to upgrade my account Emails demanding an additional {$500.00} to release a supposed {$60.00} payment A fraudulent XXXX Customer Service message containing a fake support number Text messages from the scammer pressuring me and reassuring me while they manipulated me A consistent scammer reference code ( XXXX ) appearing in both the emails and texts These communications clearly show I was being actively deceived by someone impersonating XXXX support. They created a false sense of urgency and misrepresented themselves as legitimate financial support personnel. These emails and texts demonstrate that I was under fraudulent influence, not acting voluntarily, and not authorizing any ACH withdrawal from my Truist account. I contacted Truist within approximately XXXX minutes of discovering the unauthorized transfer, while the transaction was still pending. This is well within the XXXXbusinessday reporting window under Regulation E ( 12 CFR 1005.6 ), which limits my liability to {$50.00}. What Truist did : Truist denied my claim using a generic reason : There is a history of undisputed transactions with the merchant or a reversal of a previously received payment/credit. This denial reason does not apply to impersonation scams and does not address the facts of my case. Prior use of XXXX XXXX does not make a fraudulent ACH pull authorized. Truist did not provide any evidence showing that I authorized this transfer. Additionally, a Truist representative incorrectly told me that Regulation E does not apply because a thirdparty app ( XXXX XXXX ) was involved . This contradicts CFPB guidance, which states that Regulation E applies to any unauthorized electronic fund transfer that withdraws money from the consumers bank account, regardless of the thirdparty platform used by the scammer. Truist has also not provided the documentation they relied on to deny my claim, despite my request. Why the denial is improper : This was an unauthorized electronic fund transfer under XXXX CFR XXXX ( m ). I reported it immediately. I received no benefit from the transaction. The scammer impersonated XXXX support and manipulated me with fraudulent emails and texts. The denial reason does not address the impersonation scam or the lack of authorization. Truist appears to have misapplied Regulation XXXX by treating this as a merchant dispute rather than an unauthorized ACH pull. Truist has not provided the documentation they relied on, despite my request. What I am requesting : I am requesting that the CFPB require Truist to : XXXX. Conduct a proper reinvestigation of my claim under Regulation XXXX. XXXX Review the impersonation evidence I submitted ( fake XXXX emails and scammer texts ). XXXX. Provide all documents, ACH records, screenshots, and internal notes used in their denial. XXXX. Issue the required provisional credit if the investigation can not be completed within the regulatory timeframe. XXXX. Correctly apply Regulation E to this impersonation scam and reimburse the unauthorized transfer. Thank you for your assistance.

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