Consumer complaint received 2026-06-08 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: KY

Complaint narrative:
I am submitting this complaint regarding Truist Bank 's handling of my fraud claim, Claim Number XXXX, and its decision to reverse the provisional credit that was issued during its investigation. I have been a customer of Truist Bank since I was approximately XXXX XXXX XXXX. Throughout my banking history, I have never experienced an issue involving fraud, nor have I ever filed a fraud claim. Because of this, I was extremely disappointed by the manner in which Truist handled my case and the conclusion it ultimately reached. On XX/XX/year>, I became the victim of a sophisticated law enforcement impersonation scam. I received a phone call from an individual claiming to be XXXX XXXX XXXX of the XXXX XXXX XXXX XXXX XXXX. During the call, the individual stated that I had missed jury duty, had multiple criminal charges pending against me, and would be arrested if I did not immediately comply with his instructions. The caller provided personal information about me, including my address and Social Security number, and even arranged for a call displaying the XXXX XXXX XXXX XXXX XXXX phone number to appear on my phone as " verification '' of his identity. As a result of these threats, false representations, and fear of immediate arrest, I sent a total of {$3400.00}. I later learned that I had been the victim of a scam and immediately reported the matter. I also filed a police report with the XXXX XXXX Police Department under Report Number XXXX. On XX/XX/year>, Truist issued provisional credit while investigating my claim. Based on the information available, I believed the bank understood that I had been the victim of fraud and was conducting a fair review of the circumstances. However, on XX/XX/year>, I received a letter informing me that Truist had concluded its investigation and would be reversing the provisional credit. According to the letter, Truist determined that I had somehow received a " benefit '' from the transaction. This conclusion is both confusing and deeply concerning. At no point did I receive any benefit from this transaction. I did not receive goods, services, property, financial gain, or any other value in exchange for the {$3400.00} that was taken from me. The funds were sent solely because I was deceived by an individual impersonating law enforcement and acting under false pretenses. The money was obtained through fraud and coercion. After receiving Truist 's decision, I contacted the bank seeking clarification regarding how it determined that I received a benefit from the transaction. Unfortunately, I was unable to obtain a meaningful explanation. I was informed by a XXXX XXXX that there was essentially nothing that could be done regardless of who I spoke with, including supervisors. As a customer seeking answers regarding a significant financial loss, I found this response dismissive, frustrating, and inconsistent with good customer service practices. My complaint is not simply about the loss of funds. My concern is that Truist has failed to adequately explain the basis for its determination while simultaneously reversing a provisional credit that had been issued during the investigation. If Truist believes I received a benefit from this transaction, I believe it should be able to clearly identify and document what that alleged benefit was. To date, no such explanation has been provided. I am requesting that Truist to provide all documentation and evidence relied upon in reaching its conclusion that I received a benefit from the transaction, which they have still failed to do so as well as explain specifically what benefit Truist believes I received. And Reconsider its decision to reverse the provisional credit and reimburse the full {$3400.00} that was lost as a result of this scam. As a long-standing customer with no prior fraud claims, I believe I have acted in good faith throughout this process and have provided all requested documentation, including a police report and supporting evidence.

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