Consumer complaint received 2021-03-16
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I have a serious problem with this company and sent letters and emails about the fees being charged. I even tried to close the account and they did not allow me with a negative balance which no where does it state that in your agreement. Letter is attached that was sent on XX/XX/XXXX. With no response to the letters or emails. Now on XX/XX/XXXX XXXX mistakenly sent my bank transfer to BB & T ending XXXX. Immediately I called the next day to BB & T and they called the back office and assured them the account was closed and will be returned to XXXX. This is a total of {$2800.00}. This is not small money and I am a single mother with no XXXX and XXXX young children I have to care for. Now after some time the funds were never returned to XXXX where I contacted XXXX on XX/XX/XXXX and has provided me with credit while they try to contact BB & T for the money that was never returned as they assured me on XX/XX/XXXX. They declined the deposit and sent it to XXXX to pay for the charge off and have not sent me any notices or payment or given me the balance. Says they sent a check on XX/XX/XXXX and still nothing. 

XXXX shows all the information on what has happened Business Bank Account Letters I sent on XX/XX/XXXX attached in this letter and emails was also sent to the following below. 
XXXX & XXXX XX/XX/XXXX XXXX Transfer to BB & T bank Ending in XXXX XX/XX/XXXX Called BB & T XXXX at XXXX XXXX  where I spent 32 min asking about this account and they transferred me to the local office XXXX XXXX XXXX XXXX, XXXX XXXX , FL XXXX ( XXXX ) XXXX. Where they told me that it will be transferred back to XXXX since the account is closed Called XXXX to see where the Funds are and says still no return from BB & T Called Back BB & T on XX/XX/XXXX ( XXXX ) Where she stated she will call the back office and contact me with an update XX/XX/XXXX XXXX XXXX BB & T ( XXXX ) BBT Called back to confirmed with back office that it was returned to XXXX and no funds will be taken XX/XX/XXXX Still no money was refunded to XXXX so they started their own investigation XX/XX/XXXX XXXX reached out still no return from BBT XX/XX/XXXX @ XXXX XXXX contacted BBT Homestead ( XXXX ) XXXX Confirmed it was take and need to call XXXX XXXX and will have manager XXXX call me back XX/XX/XXXX @ XXXX call for 35 Min and 53 sec to BBT XXXX XXXX ( Now BBT and now Truist ) XXXX ID XXXX Where they told me that it was recovered on Offset balance and can not provide any other information. 
Confirmed address and also said address has been flagged as non deliverable but still sent a check to the address XX/XX/XXXX XXXX XXXX Called XXXX from BBT Homestead off to get copies of fees, agreements and charge off details XX/XX/XXXX XXXX XXXX Spoke to When XXXX From XXXX XXXX XXXX XX/XX/XXXX XXXX Deposit ending XXXX {$2800.00} Account closed and was sent to XXXX for offset and Collected {$400.00} on Dated XX/XX/XXXX Said they cut a check dated XX/XX/XXXX for Check {$2400.00} XXXX XXXX XXXX XXXX XXXX, fl XXXX {$30.00} to charge off fee Advised no information has been sent to me, notice or check Confirmed address and also said address has been flagged as non deliverable but still sent a check to the address Will have XXXX XXXX her supervisor call me today before XXXX XX/XX/XXXX XXXX XXXX Went to BBT Homestead Branch office Asked for Charge off details Copy of Charge off letter notices ( says they sent it as a postcard and can not provide ) Never got it Asked for the copy of the agreement I signed that shows the fees and right to collect fees and charge off Does not have a copy of my agreement Only has print out of new general agreement provided Bank Service Agreement ( XX/XX/XXXX which is not even for a business account Business service product and pricing guide ( Effective XX/XX/XXXX ) Nothing shows agreement to get funds sent to XXXX for closed account BB & T Signature Card showing account was opened on XX/XX/XXXX With a signed alleged it is mines and dated XX/XX/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