Consumer complaint received 2020-11-06
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On or about XX/XX/20 I made a funds transfer on my BB & T, Health Savings Account ( HSA ). The maximum amount each year I can put in this account is {$4500.00} to cover my health insurance premiums and medical costs. I completed the transfer for {$4500.00} from my XXXX XXXX account to my BB & T account. 

On or about XX/XX/20 I checked my HSA account and could not locate any evidence of the transfer. I check under the transfer funds tab and looked at the transactions and could not locate the transfer of funds pending. I was concerned because my account was almost a XXXX balance and I still had premiums and medical payments to make through the end of the year. I also have to make a deposit every year so my income is adjusted for tax purposes so I dont own money for the tax subsidy I receive for Obama Care coverage. 

I assumed the transfer did not take since there was no evidence of it so I made another transfer of {$4500.00}. I received an email notification for this transfer then noticed an email transfer notification for the first transfer. At that time, I reversed one of the transfers since legally I can not have more than {$4500.00} per year in an HSA account. 

I wanted the funds to come out of my Chase checking account, but BB & T would not accept this type of account, to make the transfers to and from so I had to use my savings account. Therefore, I reimbursed myself the {$4500.00} and transferred that amount from my XXXX checking to my XXXX savings account. 

On XX/XX/20 I noticed, after all of this, that I was missing {$4500.00}. I called BB & T and they assured me the transfer was done and it would take 3-5 business days to go back to my XXXX account. As you review my XXXX statement you will see two {$4500.00} debits and two credits but one credit is actually a XXXX to XXXX transfer, checking to savings. Therefore, {$4500.00} is missing since my HSA account has almost a XXXX balance still. 

On XX/XX/20 I called BB & T again as the funds were still not there. The individual I spoke to was very helpful and he was at the local XXXX branch. He stated he would escalate it to someone to research the matter, that someone would contact me. About three days later I had a message from XXXX XXXX XXXX XXXX XXXX, left on XX/XX/20, who asked me to return her call and reference number XXXX. I returned her call on XX/XX/20. She stated since it was an HSA account transfers should not be done. That XXXX would not accept the funds back as the funds were trying to go to a closed account. She advised me that I had to call XXXX as it was on their end. I essentially told her she didnt know what she was talking about since first, her bank allows transfers on an HSA account and that it is not possible that my account is closed. Every transfer I made over the past three years took without any problem until they kicked them out. Now one is missing in my account. 

XX/XX/20 : I then called XXXX and they told me they had nothing to do with it and that BB & T had to resolve the matter. There was no way to determine if they were making a transfer of funds since it wasnt going into my account. 

XX/XX/20 : I called BB & T local branch back who put me on the phone with someone from the claims department. Got the same story, the funds were rejected from XXXX, three times, because the account was closed. He said he would get me some information. After being on hold for several minutes I hung up and called him back. I said just give me the information since he was telling me once again, that XXXX had to resolve it. I told him to just give me the account number they were using for XXXX and I wanted to get off the phone. He essentially refused to give me any information, transferred my call to XXXX, claims department manager. XXXX once again, said the same information, funds rejected by XXXX due to account being closed and would not provide me with any information. 

XX/XX/20 : I called XXXX again and they refused to attempt to help me find my funds or the transaction, once again, I had to contact BB & T. 

XX/XX/20 : I called the local branch at BB & T again and he refused to help me. He went through the emails they sent me regarding the transaction back to XXXX was suspended. I asked what account number they were using and he stated the once ending in XXXX as shown on my email notifications from them. I asked for the complete account number they were using since # # # # # # XXXX was showing on my notifications. He refused to provide me with information and once again said XXXX had to resolve the problem. 

XX/XX/20 : He also stated that BB & T had my funds. All that time I was given the impression that it was in a cloud someplace. Not that they actually had the funds! I said fine then, can we just put them in my HSA account since it is almost a XXXX balance. He said no. I said I would come into a BB & T branch and get the funds to deposit. He once again stated that was not possible. XXXX had to accept the funds to transfer to my account. I argued that it was my money and I wanted it! 

Regardless of mistakes made here, they are holding my funds hostage and I need to have those funds in my HSA account. I have medical conditions and several medications I take monthly along with premiums to pay through the end of this plan year. 

Please note that each transfer took days, the dates I made the actual transfers and the dates on the emails and my accounts may not be the actual days I manually transferred the funds. I could have sworn I made the first transfer on a weekend and due to that and COVID matters thats why I thought the first transfer did not take. That along with not seeing it anywhere on my BB & T dashboard, I made the second transfer. 

XX/XX/20 : I then called the CFBP and spoke to a nice gentleman who was very helpful and reassuring that your office could offer me the assistance to get my funds returned to me. 

BB & T local branch : XXXX BB & T Claims Department person I spoke with : XXXX XXXX : XXXX

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