Consumer complaint received 2022-12-15
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX we contacted Truist to place a stop payment for XXXX payments. XXXX for {$620.00} to XXXX and XXXX for {$620.00} for XXXX XXXX. Both of these payments drafted from our checking account on XX/XX/XXXX. The XXXX payment was quickly refunded on XX/XX/XXXX. XXXX XXXX showed on their end that the payment had been stopped and returned to Truist. Truist denied this for over XXXX weeks. 

After reaching out to customer service via phone and chat multiple times ( all logs are attached ) and being directed XXXX times to file a claim for fraud ( all documentation attached ) we were finally passed off to XXXX XXXX, Client Resolution Senior Specialist/Truist. We spoke on the phone where she tried to accuse us of lying multiple times and our response was " provide your email address and we will send you all of our proof. '' During this time, a month passed and we had been charged XXXX XXXX overdraft fees in response to this XXXX XXXXXXXX that Truist admitted in writing multiple times ( all documents attached ). Each overdraft fee was {$36.00}. Truist still had not refunded our {$620.00} that XXXX XXXX had returned to them and now our account was also charged another {$750.00} in fees from Truist 's bank error. 

All correspondence between us and XXXX XXXX is attached. This documents all exchanges with the exception of her first phone call to us on XX/XX/XXXX. Once they received all of our proof, they magically found the {$620.00} that had been returned by XXXX XXXX and refunded our account on XX/XX/XXXX. At this time they had only refunded XXXX of the XXXX XXXX overdraft fees posted to our account. We made it clear that we expected all of these fees from XXXX to be refunded by Truist. 

On XX/XX/XXXX XXXX XXXX let us know that Truist had completed their investigation and they would only be refunding us {$390.00} in overdraft fees for their banking error ( all correspondence attached ). Despite us being very clear on the dates and drafts of each fee, they still refuse to refund the fees that posted due to their error. 

Due to all of this, we've now been charged hundreds of dollars in return fees from other companies who have tried to charge our account but cant since it has stayed in the negative for over a month since this began. If Truist had done their job and made sure the stop payments were both returned like they should have been, NONE of this would have happened. Instead we have been forced to spend countless hours over the last month, speaking to almost XXXX Truist employees throughout this process. This bank is stealing from us and refusing to give our hard earned money back. 

Here is a list of all the overdraft charges. The XXXX charges that were refunded are noted. As mentioned, Truist refunded {$390.00} in fees on XX/XX/XXXX but there's still another {$140.00} missing that should be credited to our account. 

Overdraft fees in the amount of $ XXXX that posted DUE TO TRUISTS BANK ERROR : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ( previously credited ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ( previously credited ) XX/XX/XXXX ( previously credited ) XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX Another XXXX overdraft fees posted today before their credit was applied. We believe those should be Truist 's responsibility to refund as well, which would bring their remaining total they owe us to {$210.00}. 

Due to this bank error that Truist has admitted, we believe that they should also be responsible for all the additional issues they caused with other companies due to their negligence. Those companies include XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. All documentation for those are attached as well and total {$1800.00}. 

We have also suffered hardships with multiple companies by not being able to pay our bills on time due to Truists negligence. This includes bills like credit card payments ( which will now negatively impact our XXXX XXXX and our ability to apply for loans, etc ), utilities, car insurance, car payments and of course purchase XXXXXXXX XXXX XXXX XXXX XXXX The number to put to this cant be counted because of XXXX expenses that have been disrupted, but the other items total an amount of {$1700.00}. 

Truists inability to do the right thing, do right by the customer, or do anything to help their customers rather than hurt them, has caused major harm to our family and our financial future. We hope that you will understand our frustration and help us hold Truist accountable for all of their damages.

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