Consumer complaint received 2023-09-05
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XX/XX/2023 at XXXX p.m. i called Truist Customer Service Line in reference to my account be over drafted. I spoke to a Rep. by the name of XXXX she reviewed my account and confirmed that i did have overdraft charges due to automatic charge by merchant. During the call i asked the Rep. XXXX did this transaction take place during a time that no funds were available which resulted and caused my account to be over drafted. She stated that when automatic draft has been activated it can only be stopped by the merchant and i need to call the merchant. My account is now over drafted, at the time of this transaction my account was positive before the transaction. So, I told her I'm not enrolled in overdraft protection so why wasn't this transaction declined as noted in the verbiage in the terms and conditions. It states that the bank has discretion on whether to pay the transaction or it can deny the transaction. She started again that the merchant is the only one that can stop the transaction. So, I asked the rep. XXXX then if that's so then how did 2-3 previous attempts get declined by Truist and not this one. Truist actually charged me for the transaction and then removed it a few days later. And also, I asked that why I am also over drafted in my savings account in the same manner when clearly there isn't enough funds in either account to cover either transaction. I checked with merchant, and they haven't received any payments for this account for this transaction, but Truist is charging me {$36.00} x1 for this which is deceptive because I'm being charged for something that they are stating they paid but haven't and I'm being charged {$250.00} which includes the overdraft along with the payment of {$220.00} for the merchant. As of XX/XX/2023 no payment electronically has been made to the merchant nor cash or money order by Truist. I have screenshots and information that proves this, and I would like for Truist to retract on this because it is deceptive. They have done this in the past, so they have full control overpaying a merchant or to decline and the rep. XXXX seen where this has happened before. I asked also that with Overdraft Protection not been activated they have a duty verbally to explain Overdraft Protection to the Public. Overdraft Protection only is activated when you have a accounted linked to the Primary Account to protect the account from causing a consumer a declined transaction. I do not have overdraft protection so all transactions above my posted current amount available should be declined. Instead Truist allows the transactions to be drafted and to charge its clients {$36.00} for something they never paid. This is a practice i have noticed that is continually happening. Their verbiage is vague and unclear, and the charges are also. What am i being charged for i have a Checking account and a Savings Account that is over drafted by hundreds of dollars. I never had the amount in either account to cover the automatic draft amounts, but they were charged and i was given an overdraft fee. I did not authorize Truist to pay either of these merchants it was soley their discretion that has caused me hundreds of dollars.

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 monetary relief