Consumer complaint received 2026-03-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
Subject : Formal Complaint Fraud Claim Denial & Reversal of Provisional Credit ( Truist Bank ) Complaint : I am submitting a formal complaint regarding Truist Banks handling of a fraud claim involving {$3100.00} that I lost as the result of a sophisticated impersonation scam. On XXXX, I was contacted by individuals posing as representatives of the XXXX XXXX XXXX XXXX XXXX GA and XXXX bail bond company. The callers used urgency, authority, and detailed information to convince me that a loved one had been incarcerated and required immediate payment for release. Believing this to be a legitimate law enforcement matter, I acted under distress and followed their instructions. As a result, I transferred a total of {$3100.00} via XXXX XXXX, funded directly through my Truist bank account. The transactions in question are as follows : {$1100.00} XX/XX/year> via Cash App {$1000.00} on XX/XX/year> via Cash App {$980.00} on XX/XX/year> via Cash App Shortly thereafter, I discovered this was a fraudulent scheme. I acted in good faith based on what I reasonably believed to be a legitimate law enforcement matter and reported the fraud promptly upon discovery. I immediately took the following actions : Filed a police report with XXXX XXXX Reported the fraud to Truist Bank Filed a claim with Cash App File a report with IC3 Truist initially issued a provisional credit during their investigation but later reversed the credit and denied my claim, stating that the transactions were authorized. I respectfully dispute this determination. This was not a typical authorized transaction. I was the victim of criminal impersonation involving individuals falsely representing law enforcement, which created a coercive and deceptive environment that led me to transfer funds under false pretenses. I did not knowingly or willingly authorize payment to a legitimate recipientI acted based on fraudulent misrepresentation and urgency. I believe this situation warrants reconsideration under Regulation E and evolving guidance around fraud involving deception and impersonation, where consumers are induced to authorize transactions under false pretenses. Additionally, XXXX XXXX has declined to provide any reimbursement or meaningful assistance, despite clear evidence that their platform was used to facilitate this fraud. The loss of {$3100.00} has created significant financial hardship for me, and I am currently experiencing difficulty meeting essential financial obligations as a result of this incident. Given the nature of this scam and the circumstances under which the transactions occurred, I am requesting : A full reconsideration of my claim under applicable consumer protection standards, including Regulation E A detailed written explanation of Truists investigation findings and basis for denial Reimbursement of the {$3100.00} lost as a result of this fraud This case involves a known nationwide impersonation scam involving fake law enforcement and bail requests. I am requesting escalation and regulatory review to ensure this matter is handled fairly and in accordance with consumer protection standards. Thank you for your time and consideration. Sincerely, XXXX XXXX

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