Consumer complaint received 2020-12-15
Company: TRUIST FINANCIAL CORPORATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I just want to start by saying as proven by my banking history, you will see numerous back and forth transactions with the application " XXXX ''. I am a very frequent user of the application and have had my card attached for quite some time. On XX/XX/20, I attempted to send a payment using the " XXXX '' application. Instead of using my available balance within the app, the payment sent from my attached card. Due to this error, this overdrawn my bank account. I IMMEDIATELY noticed it was sent incorrectly and went right over to my banking app to correct it. I transferred {$16.00} from my money account and was going to send the rest back from the XXXX application which is instant. Before I can do that, I was hit with a ridiculous {$140.00} in overdraft fees. There is no way a {$15.00} transaction should warrant {$140.00} in overdraft fees, especially when i immediately went to transfer the amount back. It was an obvious error and mistake. I called in and was told because of the {$15.00} overdraft, that all of a sudden makes all of my PENDING transactions that were already PAID FOR come with an overdraft fee. So i was charged a overdraft fee for the {$15.00} transaction and every item that was pending. I expressed that even though transactions were pending, they were still PAID FOR with the balance I had available when purchasing and that was already DEDUCTED from my account. Just because it was in " pending '' state and have not posted yet does NOT ERASE MY MONEY THAT I USED AND HAD AVAILABLE TO PAY FOR MY ITEMS. So while i would not minded to pay an overdraft for the {$15.00} transaction. In no way shape or form should I have to pay an overdraft for items that were paid for, pending or not. I have NEVER IN MY LIFE heard of anything like that with any other bank. The representative agreed and apologized then offered to look into getting me a refund. She then tells me " THE SYSTEM '' only allows a refund of {$30.00}??! and there is no way for her to override. In other words you have customer service reps for no reason? Since a ROBOT or SYSTEM runs your company?! RIDICULOUS! So after hours of attempting to handle this it goes unresolved for a few days. On XX/XX/20, my credit card bill which was on autopay takes from my account which then results in ANOTHER {$36.00} overdraft. So by now my account is so completely messed up because of your bogus business practices and I had to re route all of my bills because of this. Now every other day {$8.00} more charges to my card. It is XX/XX/XXXX and my balance is NEGATIVE {$480.00} IN MADE UP BOGUS OVERDRAFT FEES FROM A TRANSACTION OF {$15.00}!!!!!!!!!! Everybody apologizes and understands but can only offer me {$30.00} in return which is UNACCEPTABLE. Then you have the absolute nerve to mail me letters nonstop as if I OWE YOU MONEY! THESE ARE YOUR FEES ON MY ACCOUNT! I have tried to resolve with customer service and i am attempting to get this resolved with the higher ups now. If all fails then I will get my lawyer involved as well as go to the media. I will never pay you over {$400.00} in made up XXXX  fees for a mistake transaction of {$15.00} THAT I TRANSFERRED RIGHT BACK! PLEASE CONTACT ME TO SPEAK AND RESOLVE THIS ISSUE!

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