Consumer complaint received 2022-07-22
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Charged {$35.00} XXXX  fee from account that was used with low funds being that a deposit was made to another account connected. Emailed branch manager in XX/XX/2022 multiple times, as she's given a 1 time courtesy adjustment before, but since they closed down our nearest branch she never responded. Already in class action with SunTrust over XXXXs from previous years we are somehow included in. 

Scam happened and I contacted bank to stop the XXXX transfer before it was processed. I was told I could completely change our account number and shut that acct. down or they would send a letter for me to sign for a dispute of that transaction. That letter never came. I tried to do a stop check on that reference number but it could never be completed. See in the bank a {$35.00} stop check fee was charged. 

I just called and was told the stop check attempt was made after the scam transaction was already processed. I said the stop check didn't go through, which I should have some pictures of if it was allowed, and I was told I was charged. Asking multiple times " how & why '' was I charged if the transaction could not be stopped, was not a check, the transaction already posted so was ineligible, charged for nothing and how I wanted that refunded I was told that was not an option. After discussions of more of the initial scam and call I was then allowed a {$35.00} courtesy reversal on the stop check. 

So the charge that should never have been charged to me by the bank that I was told was impossible to refund now was refunded as a courtesy for them to give back money that should never have been taken. I was asked if anything was needed and I said yes the courtesy can be applied to the {$35.00} XXXX  charge, that I contacted them multiple times the beginning of the year with no response, and they could reverse this charge as it should be illegal if it truly isn't. 

Then I was told that the {$140.00} scam dispute, which they were supposed to send the letter for me to sign, was denied before I was sent any letter or attempted to stop that transaction. I asked that the previous information be collected and sent up and for someone to contact me but git that it was noted at best. Then I was supposedly sent to the fraud team, I had already spoke too when the FTC complaint filed scam was still pending, but I was just sent to their fraud number. I did not hear the questions for the number prompts, as my wife and I were discussing how amazingly difficult our bank was being in a simple issue and was it because they merged with our old bank that we left before laws were changed, and the phone hung up. 

In attempts to keep my XXXX XXXX and XXXX  down I landed here. Reminds me of the ex-Bank Manager I worked explaining the percentage of profits for the bank were made off fees and XXXX charges from people that don't have funds ... Shameful and why many may ask why they're not rich I realize that I am not rich because I can't work in a way that relies one not to have a conscience.

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