Consumer complaint received 2022-04-04
Company: TRUIST FINANCIAL CORPORATION
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hello, I have a checking account and credit card account set up with Truist. I would like to pay off the balance I have on the credit card and so I would like to deposit funds into the Truist checking account to then directly pay off the credit card. However, there's been numerous hurdles that Truist hasn't bothered to rectify as they've totally abandoned me to navigate all of Truist 's shortfalls. All the while Truist is in a position to penalize me for delays that are fundamentally caused by errors with their systems on their end. 

I first attempted to connect an external non-Truist account through their transfer screen. I added the information on all the fields for this external account and the screen notified me that I would need to wait until trial deposits were sent into my account. I saw the trial deposits appear and I reached out to customer service to ask why I couldn't verify my account and they let me know it might take XXXX days for the button to appear. First mistake on Truist 's end is that they sent me XXXX trial deposits and their system only had XXXX fields to verify the trial deposit. I verify XXXX of those trial deposit and the screen on the mobile app says the account is verified. However, I didn't see any option to access that external account, ie when I follow the process to execute account transfer this new non-Truist account isnt showing up. Interestingly the Desktop site for Truist doesnt even show that the external account exists, although once I try submitting it again a notification comes up that completely contradicts the page. The system is such a mess that it both can not find the account and confirms its already been verified. I contact customer service and the process has taken over XXXX hours and multiple agents and still no solution has been made available. The first XXXX minutes I spend explaining to the agent that this is simply a case where Truist has made a mistake and Im left holding the bag and dealing with the fallout for their mistake and that this isnt an issue that I can be solve from my end this isnt a matter of me missing a step. Once they understand the situation it becomes a guessing game of which department Ill be left waiting on hold which is to say another way of passing the buck. After all was said and done the technical XXXX apologized for not being able to resolve the issue after again spending multiple minutes explaining the multiple issues. Still Truist expects to be paid even if their own systems fail at making this happen. 

Allow me to summarize. The system Truist is using for transfers has some serious issues. Though the account says verified it doesnt show up for their transfer process. The information between the mobile and desktop versions show XXXX different realities. The desktop version both says that there isnt an external account and that it already exists. Ultimately the customer service agents take up many hours and dont produce any solutions and Im on the hook to pay Truist using broken infrastructure that theyre responsible for fixing. This is at the very least a conflict of interest.

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