Consumer complaint received 2023-11-15
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Truist savings account owner ( customer ) is an XXXX XXXX  with XXXX and XXXX XXXX and requires immediate access to her savings account monies to pay for her care and ongoing living expenses. Truist customer, with assistance from her son, successfully completed the process of linking to an external account using Truist 's online transfer portal on XX/XX/2023. On XX/XX/2023 customer initiated an online transfer from her Truist savings account to the external account in the amount of {$4500.00}, the total balance of the savings account. Truist issues an email to the savings account customer on XX/XX/2023 stating that the transfer has been scheduled, and includes the following statement in the email, " If there is a problem with executing your request, we will notify you by email. '' On XX/XX/2023 customer closed Truist savings account assuming since the external account was linked successfully on XX/XX/2023, and that Truist had not issued an email making her aware that the online transfer failed to execute, that it was safe to close the Truist savings account. On XX/XX/2023 the Truist savings account monies were still not deposited into the external account, so the customer called Truist to inquire on the problem. On the XX/XX/2023 call with Truist, the customer was made aware that on XX/XX/2023 the online transfer from Truist to the external account failed, and that the customer 's savings account monies were not " available. '' Referencing back to the XX/XX/2023 email from Truist, the customer was not made aware of the failed transfer until this call. Since the phone call to Truist by the customer on XX/XX/2023, with assistance from her son, the customer has made phone calls to Truist on XX/XX/2023, XX/XX/2023, XX/XX/2023, and XX/XX/2023 trying to resolve the matter with Truist, demanding payment of her lost savings account monies. Each phone call lasted a minimum of XXXX hour, with most lasting substantially longer than XXXX hour. Almost each phone call Truist has provided false promises to provide customer with her lost savings account monies but continues to allude the customer 's demand for payment. Truist has gone as far as stating to the customer on the phone calls that she would receive her money back, and that Truist would reinstate the closed account and re-do the transfer to the external account, or issue the customer a check, but has failed to follow through on any of their own proposed resolutions. 

Truist has lost the savings account monies of {$4500.00} due the customer during the transfer process available to its customers through its online banking platform and is failing to accept responsibility. Truist is acting in bad faith and withholding monies rightfully due the customer instead of accepting the responsibility for the loss of customer 's savings account. Truist has an obligation to timely return a customers savings account monies when the customer makes the demand, and Truist is to provide customers of the bank with a safe, secure, and trustworthy banking environment, both of which Truist has failed to do in this matter. The customer is demanding Truist pay her the balance of her savings account of {$4500.00}.

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