Consumer complaint received 2022-04-21
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am filing this complaint because my third stimulus payment ( {$1400.00} ) was accepted and deposited into a Suntrust/Truist account that does not belong to me. For the last 12 months I have done my due diligence to resolve this with the IRS and Truist Bank. Unfortunately, to no avail. 

When I went to the IRS website in XX/XX/2021, it showed the money had been electronically deposited into Suntrust/Truist account # XXXX, routing # XXXX. This is not my account. I contacted the IRS and went to the local office to request assistance to resolve this matter. I received letters apologizing for the delay and asked to allow for additional time for an investigation. 

I went to the bank on XX/XX/2021, and spoke with the XXXX Georgia Truist Branch Customer Service Representative, XXXX XXXX, who pulled up the account and stated the money had been deposited into an account that was not mine. He said the name and account number were similar but they did not match my account. I followed up with a Truist Client Resolution representative from XXXXXXXX XXXX XXXXXXXX XXXX XXXX who stated it could not be determined who the money was intended for ; therefore, the bank would not return the money to me or the IRS. My questions is, how did they determine the money was intended for the other account holder? The deposit was in my name not the other account holder. Clearly, they did not adhere to their own procedures and ACH criteria of basic account information matching, i.e., name, address, account number ; to ensure accuracy for an electronic deposit. 

I have been to the IRS, called over 10 times, written several letters to explain that the money was deposited into the wrong account. I have written again to Truist Bank that is saying they can not determine who the money was intended for, yet they accepted a electronic transfer into an account that did not have my exact name on. I just sent them a letter from the IRS that clearly shows the XXXX was intended for me. 

By the way, I have never given the IRS any banking information for direct deposit. I have no idea how this information was included in my file. This has been verified by the Tax Advocacy specialist.

The IRS has done their inquiry and wrote that the money was deposited into an account provided by the Social Security Administration. It's their position, they deposited the money, so that's it. And, if I want, I need to go to the bank and ask it the money. I tried that. I am getting the runaround from both entities. Again, the banking institution and account information is not mine. I have contacted the Tax Advocacy program but they are limited in instructing the IRS to demand Truist to return the money to their agency. However, they too can not understand why did the bank accepted the transfer when it was obvious the banking information for the intended person, me, and the account the money

was actually deposit in, did not match. Truist Bank readily admits they accepted the ACH electronic transfer that was placed into an account that did not have a matchi
ng name, address, or account number for my account.

As such, I am asking for your assistance to recover my {$1400.00} stimulus payment.

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