Consumer complaint received 2021-03-31
Company: TRUIST FINANCIAL CORPORATION
State: GA
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:
I have two accounts with SunTrust that were in an overdrawn status, and as a result of the outstanding negative balance, SunTrust did an offset charge on my account on XX/XX/21. I was not aware of that process until after the transaction was completed and I called SunTrust Recovery Services for clarification. 

I called the Recovery Department on XX/XX/21 at XXXX XXXX. and spoke with a woman named XXXX. I explained to her my dilemma and that I had no idea why my account was charged, and when I told her that I needed to have the funds reversed, she actually laughed and said that they could not do so. In addition, she said that her manager was unavailable at the time and that I would not be able to speak with her until she called me once her meetings were over. I then hung up and called again. 

The second time I called XXXX XXXX, I spoke with a female named XXXX and she explained to me the same process of the offset and that it was not reversible, and that a manager would not be until 24-48 hours. So I told her please have her manager call me as soon as possible. I explained to both representatives that had I known about the impending charges, arrangements would have been made by me, that was to no avail. 

At approximately XXXX XXXX I am reviewing my checking account I see a hold on my account that was placed today for the amount of {$200.00}. I called SunTrust regular customer service to ascertain what was going on and the representative told me that was a charge from a Recovery Service and that it would be applied to an account with a negative balance and could not be reversed. XXXX, I called SunTrust Recovery at XXXX XXXX and spoke with a third representative named XXXX. XXXX explained that the request was put in today, XX/XX/21. First she told me that her role does not let her know when the operations department would submit the request, that role is through the operations department and she does not have access to that department 's information. 

I was explaining to her that I was just on the phone with two different representatives and no one told me that another transaction was going to come through my account. However, later in the conversation she told me in her role she could put in a request for the offset charge when earlier she said she did not have access to when it was going to come, the operations department is in charge of that. Also, she told me she could not tell me which representative put in that request for the charge off. And she told me the same issue about her manager. She did tell me that her manager 's name is XXXX and her Supervisor 's name is XXXX. XXXX XXXX also explained that a payment arrangement was not eligible for any accounts because they had been overdrawn for so long, so they would have to be paid in full. The other two representatives did not tell me and no one offered a payment arrangement anyways to resolve the outstanding balances. 

I was upset because the first charge, I understand, but the second charge that occurred today, XX/XX/21 happened only AFTER I spoke with the two representatives. I do believe that it was done out of spite. XXXX told me that the second charge was initiated today at XXXXXXXX XXXX after I spoke with two different representatives at XXXXXXXX XXXX and XXXX XXXX respectively. I also believe this transaction was done in deceit because I was on the phone with the first two representatives for at least 5 minutes and not one of them told me that another charge was going to come through my account. 

Thank XXXX I have a job, however, I do suffer from health issues and have intermittent XXXX  with work. All my funds are needed and go to my household. I did have it set up with my employer that funds would go to those two overdrawn accounts every time I got paid. I did not call SunTrust to make an arrangement because I already had scheduled deposits into those accounts. I truly feel as if the second transaction was done in deceit and with spiteful intent, yet they used their policy as a way to justify it. The first charge did not incur a hold on my account, it was automatically transferred, the second charge however was conducted in a completely different manner. The hold is on my account until XX/XX/21 and will be deposited into the overdrawn account on XX/XX/21. With everything going COVID-19 related, I would have expected some level of customer service, no one even offered me any options as a customer. In addition, I looked into the SunTrust handbook regarding offsets and overdrawn accounts. While it says that the bank has full authority to recoup funds for an overdrawn account, it does not say anything to the extent that notification does not have to be provided. The first rep that I spoke with, Ms. XXXX stated the notification is not required. However, their policy does not state that. 

I am awaiting a callback from either a XXXX or a XXXX. I am greatly disturbed by this matter because it was done properly.

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