Consumer complaint received 2022-04-06
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
I am a 35 year client, I have never had issues with my account. On XX/XX/2022 I was notified that I check I wrote from my XXXX Bank had bounced due to a {$7.00} shortage and their error that my account was not connected to my overdraft protection acct that had {$7000.00}. I am still waiting for the XXXX to reply to my call to see what they are doing about their error. you see it also took XXXX days to get my funds returned and fix my accounts there too. thank XXXX I do not use them as much, since I was told I could not enter the branch after I was laid off. That error/return caused TRUIST BANK to block my account by Tuesday XX/XX/2022 which I found out at XXXX on the XXXX that I was flagged for fraud and after XXXX hours on the phone I was in the wrong department. on XX/XX/2022 when I discovered i was unable to transfer from savings to cover bills coming up, you see my budget is to deposit in savings weekly so when the bill arrives is there, so I marched to the bank at XXXX when I found out they were open until XXXX Wednesday So I went to the bank in person and I was not even able to withdraw my own funds from the savings account, XXXX did not know what to do and had an attitude since I came in close to closing. The XXXX didn't know what to do either, so disappointing. I was able to finally get a hold of someone by Thursday XX/XX/2022 that assisted me in the transfers so my payment could go through. But but the next morning I find out my cards are blocked and my payments are tied to my cards that are now also blocked and it is now Friday with no resolution. That same person was not able to assist me in unblocking my card without emails that did not get answered and I faced the weekend with no access to my accounts. Thank XXXX on Saturday I was able to withdraw cash in person to deposit in my new bank. When I asked the teller why does it take over an hour on the phone and she says we are short staffed. By XXXX  Night XX/XX/2022 when I arrived at home I find out that My XXXX Account is now flagged because a purchase was returned account closed, and now my direct debit that was due XX/XX/2022 is bouncing as well and I am now late. By Tuesday XX/XX/2022 I receive the letter from TRUIST threatening to close my account for an overdraft and I have proof that on that day I deposited cash and my account was not negative Monday night any more. All I keep hearing is I'm so sorry and no offer to fix things and get things back to normal. This was a small mistake that has snowballed into a big issue. All my bill pays are in that bank, so thankful I had opened a new acct already with my new job and was already transferring things and had a new debit card to get started. They give their seasoned 25 year employees no power to help their clients. The merger was awful and now no ability to email or chat and over one hour on hold every time. I demand my status is returned to normal asap. 
TRUIST BANK and the people at the XXXX Branch HAS CAUSED UNDUE STRESS AND I AM FILLING A FORMAL LEGAL COMPLAINT. THE STRESS CAUSED BY NOT HAVING ACESS TO MY FUNDS at a time where I was unemployed has caused so many XXXX nights. I am a XXXX XXXX client, I have never had issues with my account.

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