Consumer complaint received 2026-01-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
The following was sent to XXXX -- -- - XX/XX/year> - Truist was informed that a phone scam was performed by someone impersonating a Police Officer. At this point I was told by an Truist customer services agent that I needed to let the funds settle and to call back when it is complete. In a distraught and vulnerable state I agreed unawareif this is Truist 's documented procedure. The funds were pending for multiple days then settlement posted, backdated to XX/XX/year>. Impersonating a Police Officer is a state felony according toStatute : O.C.G.A. 16-10-23. 

At this point it is unclear if Truist actually attempted to stop payment or recover funds. 

XX/XX/year> - Full documentation of the scam was emailed to XXXX containing notes, a narrative, and potential suspect. 

XX/XX/year> - The police case number was provided along with a resend of the documented information of the scam. Again, someone is impersonating a Police Officer.The call came in from what my phone stated as the XXXX XXXX ' XXXX XXXX. 

XX/XX/year> - The case mentioned above was closed without proper communication to me. The details of the fraud analyst were explained me that simply " because the funds were not successfully recovered '' and only that reason, the dispute claim was denied. 

XX/XX/year> - I received a notification from Truist that additional documents were required along with an signed affidavit requested by XXXX of what happened. This was promptly emailed back at XXXXXXXX XXXX  EST. 

No further communication from Truist was ever peroemed to me to confrim receipt. 

XX/XX/year> -- I called to where a Truist representative informed me they did not receive the XXXX affidavit, which is untrue. I have proof of this. Being such I resent the XXXX Affidavit. 

XX/XX/year> - I again called Truist and a representative could not confirm or deny receipt of the document. 

There is an investigative discrepancy between the sending request for additional documentation, the XXXX affidavit, and the time Truist mailed out the request for it. I received the letter via USPS postal mail on XX/XX/year>, Assuming processing time, transit time, and receipt, this letter was sent out prior to closing the case on XX/XX/year>. Being such, the claim was closed out prior to receiving additional signed affidavit and a resend of supporting documentation. This is unaaceptable in terms of an investigation. Why would you close out a dispute claim beforereceiving the requested documentation? This does not appear to be correct investigative procedure. 

Being that no traction has been made to reopen the case, I am forced to contact the Regulatory Body, the Consumer Financial Protection Bureau, to notify them of this potential compliance issue and poor investigative process. Additionally, a copy of this will be emailed to local media. 

Thus, Regulation E of Regulatory Law is intended to protect me from being intimidated and coerced by an individual impersonating a Police Officer. As such, this transfer of {$3000.00} is " unauthorized '' under 12 CFR 1005.2 ( m ) .The Electronic Fund Transfer Act ( Regulation E ). 

I am appealing and request the investigation continue. I request that this be provided to a capable analyst, your corporate compliance team, and legal counsel. A copy of this email will be sent to the State of Georgia 's Attorney General, local media, and the CFPB.

All communication regarding this appeal is to be performed via email to establish a complete audit trail. 

- XXXX XXXX -- -- end email -- - Police report case number is : XXXX. Report was also filed with the FBI via IC3.gov

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