Consumer complaint received 2026-06-12 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
I received a call Tuesday afternoon around XXXX from someone claiming to be from Truist Fraud department. They stated that I had a wire transfer setup to be sent internationally in the amount of XXXX to the country XXXX to a company XXXX XXXX. So, I told them that was fraud and needed to be stopped. He said I would need to login to the Truist one view bank Account to stop the transfer. I logged in to the account, and I did not give him any information. He said he wanted to confirm the amount that was in my bank and I did not say anything about how much was, but he said the exact amount like he already knew. He wanted me to confirm the last few transactions showing up in the balance, so I did. He told me he was going to send me a message in the inbox on my banking online notifications, and I never received anything so he said I would have to log in to Truist One View we portal. I told him we set up an account in XXXX, but we don't log in to that and I did not have the password to do that. The Truist one view is a separate web site for File Transfers to vendors that companies can use to transfer money. We don't pay our vendors that way because we use XXXX XXXX XXXX to do so. He kept telling me to try to log in so I could stop the transfer. And I never could log in to Truist XXXX XXXX. So he said let me send a code from Truist and you read it off to me so I can get the transfer of alleged {$18000.00} stopped. And I did give him the code and that must be when the transfer was set up. I realized this may be fraud and immediately unplugged my computer and hung up then called the Truist phone number about 5 minutes of being on the phone with the hacker and asked if there was a transfer showing for XXXX and she said no. I was transferred to another person in Truist fraud department and told him everything that was going on. The first attempt got blocked by Truist and showed to be fraud and the second attempt went through. At approximately XXXX XXXX, we received an email from Truist ( header Truist Alerts XXXX Tue, XXXX, XXXX at XXXX To : XXXX ) stating a wire transfer has been scheduled Payment ID XXXX account ending in XXXX scheduled date XX/XX/XXXX Recipient XXXX XXXXXXXX XXXX XXXX XXXX payment amount {$49000.00}. At approximately XXXX XXXX, we received an email from Truist ( header Truist Alerts XXXX Tue, XXXX, XXXX at XXXX To : XXXX ) stating a wire transfer has been scheduled Payment ID XXXX Account ending in XXXX Scheduled date XX/XX/XXXX Recipient XXXX XXXX XXXX XXXX payment amount # XXXX. During this time, I am on the phone with Truist Fraud Department for approximately an hour. I dont recall the mans name but he assured me the transfer was stopped and a restriction would be on my bank account for outgoing transactions. I hung up the phone with him then a few minutes later around XXXX I received an email from Truist stating the wire transfer has been rejected Account ending in XXXX scheduled date XX/XX/XXXX Recipient XXXX XXXXXXXX XXXX XXXX payment amount {$45000.00} Reject reason XXXX I waited a few minutes expecting another email about the 2nd transfer being rejected and decided to call Truist Fraud again because we got another email around XXXX that a transfer had been scheduled for {$45000.00}. I didnt get his name because I was so XXXX out but it was a different man and I told him that one transfer had been rejected according to our email and we never received an email about the other being rejected. He assured me that he was in the process of rejecting and reversing the transfer. He told me that the balance on my account would show the money deducted but after XXXX it would be back in there. The XXXX transfer went through to the hacker and I was assured that they had the transaction stopped and it would be reversed. The amount is still not recovered from Truist and has not been put back in our account

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