Consumer complaint received 2026-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am filing this complaint regarding Truist Banks handling of a claim involving a sophisticated XXXX XXXX fraud that resulted in a loss of approximately {$6000.00}. On XX/XX/year>, I was targeted through XXXX XXXX while attempting to sell a rug for {$40.00}. The individual who contacted me claimed she wanted to purchase the rug but stated there was an issue with her XXXX business account. She directed me to contact what she represented as XXXX Support using a phone number she provided. The individual who answered falsely represented himself as a XXXX Support representative. He repeatedly assured me that he was assisting with a legitimate transaction, showed employee identification as a XXXX support agent, and instructed me to share my screen through XXXX. During the screen-sharing session, the individual manipulated my device in real time, directed my actions, and instructed me through multiple financial transactions while falsely representing that the funds would be returned. I questioned the transactions multiple times because they were completely inconsistent with the original {$40.00} XXXX transaction. The supposed support agent continued to reassure me that the transactions were required and that the money would be returned at the end of the process. My actions were induced through deception and impersonation by an individual falsely claiming to represent XXXX. Approximately XXXX minutes after the fraud occurred, I contacted Truist to report the incident. During that call, I was told by the representative that the matter would be resolved. I was instructed to wait for certain transactions to post. I relied on those instructions while Truist investigated the matter. I immediately contacted the other financial platforms involved, including XXXX and XXXX. Truist was able to recover {$1000.00} from XXXX and {$1000.00} from XXXX. This demonstrates that prompt action was possible and that intervention was able to prevent at least some losses. However, Truist later sent a letter dated XX/XX/year> stating only that it had made " best efforts to attempt to recover funds '' and that recovery was unsuccessful. The letter did not explain : whether Truist determined the transactions were authorized or unauthorized ; what evidence was reviewed ; what investigative steps were taken ; why the remaining funds could not be stopped or recovered ; why I was instructed to wait when I reported the fraud immediately ; or the factual basis for closing the claim. I believe this matter requires further review because this was not simply a customer willingly sending money to another party. This was a coordinated impersonation and social engineering fraud involving a person who falsely represented himself as XXXX XXXX, manipulated my device during a live screen-sharing session, and induced financial transactions through deception. I am requesting that Truist : Reopen and conduct a complete review of this fraud claim ; Provide a detailed written explanation of its investigation and the basis for its decision ; Review the circumstances surrounding the delayed recovery efforts after the fraud was reported within approximately 30 minutes ; and Reconsider reimbursement of the remaining funds based on the full circumstances of the fraud. I have filed reports with the Federal Trade Commission, the XXXX XXXX XXXX XXXX XXXX ( XXXX ), and local law enforcement. I have preserved and provided supporting documentation, including transaction records, text messages, XXXX communications, and evidence of the XXXX screen-sharing session. I am requesting assistance from the Consumer Financial Protection Bureau because I do not believe Truist has provided a sufficient explanation of its investigation or adequately addressed the circumstances surrounding this fraud claim. 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