Consumer complaint received 2022-07-06
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
In XXXX I paid off my vehicle with XXXX XXXX ( Texas, licensed in Georgia ). I had autodraft on my payment for several years. I attempted to speak with customer service Truist Bank. Because of my last name, I assume, the cs representative my call was routed to spoke XXXX  as their first language. I can speak XXXX but English is my first language, and the language in which I prefer to discuss business, I am not XXXX. The representative kept repeating it would be {$36.00} to cancel a CHECK, I kept explaining it was not a check, it was an auto draft I set up and should be able to stop. I ask to speak to a supervisor, four times she put me on hold. The fourth time I was on hold 45 minutes. I hung up, called XXXX, they assured me there would be no auto draft that I had paid off the vehicle and I had been sent an email in that regard. XX/XX/2022 XXXX took a payment of {$280.00} from my account. I called, they said it would be 21 to 30 days before they could return my funds. I said that was not acceptable. Georgia needs to be aware of th XXXX 's predatory practice! I then filed a formal complaint with Truist, I contacted the manager of the XXXX, Georgia Branch, XXXX XXXX. On XX/XX/XXXX received a form letter advising me that I had authorized the auto draft originally. On or about XX/XX/XXXX XXXX returned the funds to my account. Around the same time they pulled the money back, they sent me via mail a check for the same amount. I deposited the check. I had to make and emergency trip to XXXX  to pick up my XXXX  Aunt because her son could not come home to check on her, he had been XXXX to the XXXX XXXX. I had insufficient funds because Truist allowed them to pull funds, put it back, pull again and stop payment on the check I deposited. I am Truist customer XXXX should not been allowed to autodraft my account to begin with, then for them to allow them to pull it back and then put it back created complete chaos. I want Truist to refund me all of the insufficient fund debits for that time period. I had informed them, and filed a complaint with them. I was told my XXXX XXXX, sorry, once they have your account number we can't stop them from taking money from you. He said the only way was for me to close my account, and open a new account, it WILL NOT be with Truist! Since BB & T 's, where I had my original account, with Suntrust there has been nothing but incompetence on the part of Truist. As a side note about two weeks ago I received another check from XXXX because I overpaid. That check I went to XXXX XXXX XXXX  and cashed because I was scared to deposit it in my OWN account! All the while Truist was allowing chaos in my account, and charging me for their incompetence. I think they need to refund me every IF charge because the it was like a domino affect. I am a in the process of opening a different account with a different bank but because I am a State of Georgia retiree, and I receive Social Security Retirement, that is a difficult, time consuming process that could have been avoided with a bit of logic on the part of Truist.

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