Consumer complaint received 2022-01-29
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I have had an account with BBT now Truist since they bought out XXXX Bank back in about XXXX. I used the same branch in XXXX XXXX and never had any problems until the merger with Sun Trust which coincided with someone trying to gain access to my account. 

On XX/XX/XXXX someone tried to cash a check for {$1800.00} against my checking account at a branch in XXXX Fl. I got a phone call from the teller, XXXX, who immediately suspected fraud and denied the transaction. XXXX also closed my checking account which held about {$8100.00} but left the savings account untouched - that contained about {$10.00}, XXXX. 

I called a branch that was open the next day, Saturday, and they told me they were busy with customers and couldn't advise me as to whether my SS direct deposit would be permitted now that the account was closed and promptly hung-up on me. 

On Monday, XX/XX/XXXX I went to the XXXX, Fl branch and I specifically asked the officer, " If I open another checking account with Truist will it have the same features as my account that was just closed, free checking and free paper statements? '' She assured me that it would be the same except they no longer call it " Senior Checking, '' and that I would not be charged for this account in anyway shape or form. 

Well, that was a lie. They are now charging me {$3.00} per month for paper statements and they are charging me {$10.00} for the old checking account that contained {$140.00}. I had to leave that account open for any outstanding checks and for direct deposit to be activated with the new account at Truist. 

I also inquired as to how someone got my bank account information and they played dumb. But I found out that BBT was hacked on XX/XX/XXXX. The hackers gained access to XXXX checking accounts and XXXX savings account and customer data and were selling the info online for 40-50 % of the account value!!!. 

While I was deleting my bank account password from my phone as recommended by the police officer who took my fraud complaint, I noticed apple had a warning that there was a data breach with BBT and that my password was compromised. 
BBT knew this and never told us. 

On XX/XX/XXXX, I went into the bank to inquire about the $ 3 monthly paper statement fee and was told there is no account without fees and the best they could do for me was a one-time refund. He asked me if I was going to keep my original checking account open and I said yes, for another month to make sure all my checks had cleared. He never told me that the day prior they began charging me a $ XXXX maintenance fee on that account, my original account which never had any fees associated with it. 

I also asked about the data breach at BBT and he said there was no data breach. But XXXX XXXX and XXXX XXXX both confirmed there was. 

Truist lied to me to lure me into a more expensive account and has caused a big inconvenience because now I have to change direct deposit for SS and my life insurance policy monthly premium automatic withdrawal a second time in one month.

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