Consumer complaint received 2025-10-29 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
On XX/XX/year>, I went to Truist Bank XXXX XXXX XXXX ) to have a domestic wire transfer done. The value was USD {$7000.00}. This money was meant to pay off a mortgage with XXXX. The sending information I provided was that which was given to me by XXXX, however, an incorrect detail was provided and my money was sent elsewhere. Ever since, I have been in contact with Truist Bank to have the money reversed from the company the money went to. I am yet to receive feedback from them. 

I have interacted with representatives from the bank on the following occasions XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Formal Demand for Wire Trace and Recall. 

The below email was sent : Despite multiple attempts to resolve this matter via Truist branch XXXX, XXXX XXXX and XXXX XXXX, I have been informed that the claim was closed on XXXX.I was told by the managers to call XXXX XXXXI called XXXX XXXX XXXX XXXXXX/XX/year> and spoke with customer service and the wire transfer department and was told that theycannot release informationto me because I am not their customer. 

As the sending bank, Truist Bank has theexclusive responsibilityto trace, investigate, and, if necessary, recall the wire. Under theUniform Commercial Code ( UCC 4A ), the sending bank must act with reasonable care to ensure proper execution or recovery of funds.

I hereby formally request that Truist Bank : XXXX. Initiate a XXXX XXXX Requestimmediately to determine the status of this wire. 
XXXX. Request a recall of the fundsif the wire has not been credited to the intended beneficiary account. 
XXXX. Providewritten confirmation of the trace and recall request, including a timeline for resolution. 

Please consider this aformal written demand. If Truist Bank fails to act in a reasonable timeframe, I will escalate this matter to theConsumer Financial Protection Bureau ( CFPB ), theOffice of the Comptroller of the Currency ( OCC ), and any other applicable regulatory authorities, as well as take legal action, if necessary. 

I expect a responsewithin XXXX business daysconfirming the actions taken. 

The following dates add to the list of the many times I was in contact with the bank, in search of an answer : XX/XX/year> XX/XX/year> XX/XX/year> : I received the following email : After reviewing the provided wire details, the account number and XXXX / Routing are not matching the XXXX XXXX XXXX Instructions. I have attached the XXXX  Wire Transfer Instructions for reference. Please contact your bank. 
XX/XX/year> XX/XX/year> XX/XX/year> After numerous phone calls and emails and many twists and turns in this case, I have not received any feedback. I am currently in contact with the Truist Bank investigation department and the representative continues to update me with : We have received and reviewed your request to perform a trace and recall on a wire transfer that was sent from the above referenced account. We appreciate the opportunity to respond. 

According to our records, a wire transfer in the amount of {$7000.00} was sent to XXXX XXXX XXXX XXXX XXXX XXXX 

Per your request, we attempted to recall the funds sent to the receiving bank, XXXX XXXX We have reached out to them numerous times. However, we have not received a response from them other than to confirm our request was received. 

Please note, if we receive any funds from XXXX XXXX because of our request, your account will be credited, and a notice will be mailed to your address on file. 

The above email has been the only feedback I have gotten, over and over.

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