Consumer complaint received 2023-09-19
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I will provide any/all documents of proof upon confirmation that a thorough investigation will be conducted into my complaint ( s ) against Truist ( SunTrust ) by a third party entity : I have banked with Suntrust/Truist since XXXX. I have reported this bank for past violations, but CFPB and the federal government has yet to hold this banking institution accountable for the thousands of reports from SunTrust and TRUIST customers ( including me ) who were FORCED into paying overdraft fees that resulted from intentional neglect to notify their customers that the ATM machines were out-of-order ( XXXX, GA ) over a period of several weeks. This happened during a time when the bank lobby hours were limited as well. The ATM machines were the only way some of us could make deposits, transfers, etc. AGAIN, I have yet to receive any recovery funds ( or even an apology ) that should have been awarded to any/all customers affected by Truist negligence throughout the merger of SunTrust and BB & T . My current complaint can
be added to my previous unresolved complaints against my banking institution ( Suntrust and Truist ), AND it can be added as an additional complaint against TRUIST for their current/continued disregard for the federal legal requirements to notify the CUSTOMER ( me ) if a deposit made into my account is being held, and the anticipated final deposit release date. 

On XX/XX/XXXX a court ordered deposit was made into my account by my ex-husband of an amount over {$70000.00}, but under {$76000.00}. This deposit was made from the same bank account and individual who has been making monthly court ordered deposits since XX/XX/XXXX. The account/deposit amount could have easily been verified and confirmed by Truist, but doing so would have required Truist to go the extra mile .... which clearly they refused to do ( in addition to their other violations ). On XX/XX/XXXX, I contacted Truist via phone .... I spoke with a Truist customer service and customer service supervisor to inquire about the funds being withheld. I informed the representative that the deposit is a result from a court order in my divorce decree. I brought to Truist attention that the funds can be confirmed as valid and accessible immediately if a call or inquiry were made on behalf of myself/Truist to the banking institution written on deposit check. I even offered to verify the court ordered deposit by sending a copy of my divorce decree for verification. My urgency in receiving the court ordered deposited funds was based upon seeing the deposited amount in my account. Once I could see the court ordered deposit in my checking account ( via online/mobile banking ), I immediately paid off all of my student loans, credit card balances, and my most recent rent/utility bills. Keep in mind that at that time, there was NOTHING posted on my Truist account to indicate the deposit would be withheld or post-dated. Due to Truist refusing to release MY own funds ( court ordered remind you ) without providing the customer ( me ) with a timely explanation, I have had numerous payments returned due to " insufficient funds '' ... .which will ultimately have a negative effect on my credit score and cost me more money due to additional late fees. I have XXXX linked to all of my bills in an effort to undo all of the intentional damage that my ex-husband inflicted upon my credit score during our marriage/divorce. I have worked my XXXX off in order to fix the damage that he did .... only for my own bank ( Truist ) to harm my credit score due to their own negligence and abusive banking practices. AGAIN, I was NEVER alerted by Truist about a specific deposit release date ( s ) either. I have spoken with multiple Truist reps over the phone and in-person regarding this issue. It's important to note that AFTER I made numerous attempts to address this issue, NOTHING was done to resolve my issue with Truist, and they never even attempted to make-it-right ( ie : negative impact on credit score, reimbursement for any/all additional fees due to insufficient funds/returned payments ). It's also important to note that AFTER raised these concerns, Truist online/mobile banking added an amendment to a 'deposit withholding agreement ' that is an attempt to protect them legally from their previous/current illegal behavior inflicted upon their customers. This newly posted amendment doesn't even require current customers to sign acknowledging read/consent. It simply states that if the customer continues to bank with Truist after XX/XX/XXXX ( when the amendment becomes effective ) then they are forced to 'automatically agree ' to new amendment terms. I believe this is another sneaky way Truist handles the onslaught of complaints. They sneak in a new amendment without requiring a signature that pertains to the complaint ( s ) received. Any FDIC insured banking institution should NOT be allowed to carelessly and flippantly change their agreements/contracts with customers without the customer verifying notification via signature. Any/all FDIC banking institution should not be allowed to shut down their own ATM machines without FIRST notifying their customers PRIOR TO THE ATM SHUTDOWN. There should be additional penalties for ANY/ALL ATTEMPTS made by the FDIC insured institution ( in this case, Truist ) when there is evidence to show concealment and/or altering of agreements/contracts/notices pertaining to the customer and their account ( s ) ; complaints ; violations ; negligence ; and/or abuse of power. Any/all FDIC banking institutions should be held legally and financially responsible for forcing customers into paying hundreds/thousands of dollars in overdraft fees/NSF fees ( throughout the merger > present time ) due to the banking institution ( s ) own negligence, abuse of power, and/or intent to conceal any/all terms and conditions on a legally binding contract ( to include, but not limited to amendments ).

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