Consumer complaint received 2021-05-02
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:
Ref : Consumer Financial Protection Bureau ( CFPB ) Case XXXX On FOUR occasions now, I have tried unsuccessfully to withdraw money from my SUNTRUST checking account from their ATM located at XXXX XXXX ( XXXX XXXX # XXXX ), XXXX, FL XXXX. Each time, I was preceded by XXXX cars who also were unable to withdraw cash. Each time, the majority of us drove to the next door XXXX XXXX branch ( XXXX XXXX XXXX  XXXX XXXX, XXXX, FL XXXX ) ..., and were charged an ATM fee. While I eventually was able to get SUNTRUST to refund the charges, they : a ) Should never have been applied, because my account is supposedly eligible to have " up to 3 ATM fees waived for non-SUNTRUST ATMs. '' This is how Mrs. XXXX XXXX ( Assistant VP of Executive Services at SUNTRUST ) explained in a letter to me, in response to the REF CFPB Case number above. 

b ) Should never have happened if SUNTRUST would service their machines and load cash ..., like other nearby banks do. 

The dates and locations where these events occurred were as follows : XXXX XX/XX/2021 : Attempted an ATM withdrawal at XXXX ( when the bank was open ) but the transaction was canceled because the machine was already out of cash. I was forced to go inside the bank to withdraw cash in person. When I complained about the ATM being out of order, the cashier did not even try to see if there was a problem with the machine. 

XX/XX/2021 : ATM CASH WITHDRAWAL XXXX XXXX XXXX ; {$3.00} ATM fee. 
* Attempted to withdraw cash from SunTrust XXXX XXXX # XXXX, XXXX XXXX, XXXX, FL XXXX without success. 
** Used XXXX XXXX XXXX ( XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) to withdraw money. 

XXXX XX/XX/2021 : ATM CASH WITHDRAWAL XXXX XXXX XXXX ; {$3.00} ATM fee. 
* Attempted to withdraw cash from SunTrust XXXX XXXX # XXXX, XXXX XXXX, XXXX, FL XXXX without success. 
** Used XXXX XXXX XXXX  ( XXXX XXXX ; XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX ) to withdraw money. 

XXXX XX/XX/2021 : ATM CASH WITHDRAWAL XXXX XXXX XXXX ; {$3.00} ATM fee. 
Attempted to withdraw cash from SunTrust XXXX XXXX # XXXX, XXXX XXXX, XXXX, FL XXXX ** Went to XXXX XXXX XXXX  ( XXXX XXXX XXXX XXXX XXXX, Sun XXXX XXXX, FL XXXX ). 

My main complaint is that SUNTRUST appears to be unduly enriching themselves by either understocking their ATMs or purposely not maintaining their machines in order to charge more ATM fees. Counting just the people who where in front of me on the four listed times above, the XXXX SUNTRUST gained at least {$30.00} in charges to customer accounts. I'm sure this amount is many times under the actual number of people who tried ( and failed ) to withdraw money on these dates. 

I would like SUNTRUST audited, especially the bank branch at SunTrust XXXX XXXX # XXXX, XXXX XXXX, XXXX, FL XXXX. This branch 's ATM in particular seems to always be down or out of money ..., even minutes after they close or open for service. I wouldn't use the term FRAUD, but there seems to be some surface-level type hijinks going on that is costing consumers some serious money.

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