Consumer complaint received 2021-05-11
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I did a XXXX transfer and the funds were in the account when you review my account on the system after the transaction cleared I had a positive balance. My balance became negative XXXX cents after the {$36.00} over draft fee was issued. I first spoke with XXXX ( XXXX ) and then was transferred to XXXX ( in North Carolina from the original XXXX XXXX  XXXX XXXX XXXX ). Ive had multiple refunds issued because of bank system processing issues over the past year and its gotten worse. Ive banked with the now Truist formerly Suntrust since I was XXXX and back around three other mergers of the banks name. I dont have a misunderstand of how to do banking. Ive worked in banking for over 20 years. 

The supervisor or agent XXXX said she couldnt issue a credit for the overdraft fee, because of previous courtesy credits. I told her she needed to review my entire banking relationship with suntrust as a whole and that she would see I clearly have more than XXXX cents in funds in the bank. I have a business account and my mother has accounts with Suntrust as well. This type fee abuse is what is hurting customers and why there have been documentaries made about other large banks like XXXX XXXX. 

My desired resolution is a multi-part solution. 

1. Refund my overdraft fee and dont mark it as a courtesy credit mark it as a bank error because we all know from looking at the online banking and ledger that if the funds werent there the item would not have been allowed to clear since XXXX Im 95 % sure is based on guaranteed funds. 

2. Review my account ( s ) because any other fees that have been refunded are not courtesy refunds in regards to overdraft fees. Put a huge note on your banking software system that clearly states if the fees were marked as courtesy credit that its wrong and that there was an error. 

3. Make it to where your system has a full relationship review to ensure that anyone thats reviewing a customers relationship with the bank can clearly see that the customer is maintaining a healthy business relationship with the financial institution.

4. Let customers opt out of hearing the same Truist merger information about underwriting and Suntrust and BB & T having different underwriting policies until everything is finalized specifically to those customers that are in areas where there is no Suntrust locations or no BB & T locations. Im in XXXX, TX and there are no Suntrust branches here. Also the BB & T branches here all XXXX from my experience. I went in to get a cash advance and the woman said the machine had not worked since the storm back in XXXX and I told her that had been well over 41 days so why did the cash advance machine still not work after 41 days. ) 5. Also I have another issue, I need to have an affidavit issued that shows my old account that I had for 9 long years before it got messed up had been closed due to ACH/Debit Card abuse and that it wasnt my fault so that I can provide to Krogers collections department to have any collection fees reversed and the negative {$22.00} collections information on my credit report removed. There are no Suntrust branches near me the closest one is over 8 hours away and forcing a consumer to have to go into the bank to fill out this form is wrongful and is hurting my credit score and delaying me from having a healthy financial portfolio.

6. My hourly rate of pay is from {$45.00} to {$55.00} per hour so now that Ive spent well over an hour of my time dealing with this XXXX, I should be paid by Suntrust. But I guess Ill let this one slide. 

Do better Suntrust because now you are Truist and XXXX not impressed.

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