Consumer complaint received 2021-02-06
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:
1. I had a personal checking account with Suntrust. 

2. On XX/XX/XXXX, a transaction posted to the account, in the amount of {$200.00}, from XXXX / XXXX XXXX, associated with the debit card ending in XXXX. 

3. This transaction caused the acct. to go a negative balance of - {$190.00}. 

4. There were additional fees for {$36.00} extended overdraft fee, bringing the balance to - {$230.00}. 

5. The account was also assessed a monthly maintenance fee of {$20.00} on XX/XX/XXXX, also because of the overdraft status. According to XXXX XXXX of Suntrust, XXXX ( XXXX XXXX, XXXX ), this fee would not have been billed if not for the overdraft status. 

6. There was a second $ XXXX monthly maintenance fee on XX/XX/XXXX, bringing the balance to - {$270.00}. 

7. On XXXX XXXX, XXXX, Suntrust sent me a letter regarding the closed acct. and negative balance of {$270.00}. 

8. On XXXX XXXX, XXXX, I contact Suntrust and spoke with XXXX in Collections, who provided information about the transaction history. 

9. On XXXX XXXX, XXXX, the merchant initiated a refund of {$200.00} to the debit card ending in XXXX. 

10. On XXXX XXXX, XXXX, I spoke with XXXX in Suntrust Collections, who suggested to call back to find out whether the {$200.00} posts to the balance or whether a check is to be issued by Suntrust and mailed to me. 

11. On XXXX XXXX, XXXX, I spoke with XXXX again in Suntrust Collections. She was going to check with " back office '' to see if credit received. The call was disconnected. 

12. On XXXX XXXX, XXXX, I spoke with XXXX again in Suntrust Collections. She said she could not see a credit, but said I need to contact Suntrust Customer Service and ask them to consult with the " Merchant Credit Dept. '' 13. On XXXX XXXX, XXXX, I called Suntrust Customer Service. The rep. says she can not see credit. I ask her to ask the " Merchant Credit Dept. '' as suggested to me by XXXX in Suntrust Collections. She says, instead, she will contact " Claims Dept. '' She puts me on hold, but instead transfers me to a different rep. in Suntrust Customer Service. 

14. I ask to speak w/ Supervisor in Suntrust Customer Service XXXX 

15. I speak with XXXX XXXX, Supervisor in Suntrust Customer Service. She says she does not see credit. I ask her to contact " Merchant Credit Dept. '' She refuses, instead insisting she will " check her resources '' instead. 

16. XXXX XXXX says the balance is - {$270.00}, which is inconsistent with the letter I received on XXXX XXXX, XXXX, and what the Suntrust Collections Dept. states, which is a balance of {$300.00}, including an alleged XXXX dollar fee, also for a chargeoff. 

17. According to XXXX XXXX, who spoke with " Suntrust Contact Center, '' and a " Specialist/Supervisor '', since the account already closed and the merchant provided the credit, the credit may not force on the account and they recommended that I contact the merchant for alternate options. 

18. I explained to XXXX XXXX it was too late to contact the merchant for an alternative /because the refund was already processed. 

19. I also explained to XXXX XXXX that she had not provided correct information, that it was Suntrust 's responsibility to receive the refund, process it, and provide the funds to me either via check or via a credit to the balance. Also that the information she was providing was inconsistent with what XXXX in Collections had stated ( which is the correct information ). 

20. XXXX XXXX said she was just providing the information and following instructions. 

21. Suntrust seems to be insistent on making this as difficult and nontransparent as possible ; and to want to steal my money by double billing me for a negative balance when a refund has already been issued for most of the balance. 

22. If there is a " Merchant Credit Dept. '' apparently there is a conspiracy in Customer Service not to talk to them. 

23. Suntrust seems to be content with the idea that my funds disappear into thin air as a result of their failure to process a refund ; and somehow they want me to pay twice for a refunded charge.

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