Consumer complaint received 2023-02-14
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Truist Bank mishandled over {$300000.00} dollars in funds and I have in my possession a screen shot of a check and deposit slip from another customer of Truist. My business account ended up negative - {>= $1,000,000} which in turn my book keeping service and XXXX XXXX flagged me as fraud and would not release any of my wire transfers to my bank. It took over a week of back and fourth to resolve this issue. I was advised by Truist via phone call ( after being transferred multiple times and ending up in the fraud department ) to go into the branch where this took place because they could not resolve it on their end. 


I was told I could not even speak to the XXXX XXXX due to having a full schedule and leaving for vacation the next day and to set out an appointment WEEKS out. After stating I was not leaving until this matter was handled XXXX XXXX brought me in her office and after sometime the XXXX XXXX did join us. The XXXX  XXXX XXXX XXXX XXXX XXXX  XXXXXXXX XXXX  XXXX XXXX refused to write me any type of letter that this was a banking error and told me not to call corporate. Both woman had said very similar things to me when both parties were not present even after XXXX XXXX could not stress enough that she no idea this happened and I do believe they are doing something illegal by the way they treated this is situation. They both used gaslighting and manipulative techniques to avoid me going to the police or a lawyer about this. XXXX visible looked distressed when I told them I had pictures of checks and deposit slips. After I told them I would refuse to leave without them taking some sort of responsibility for this they wrote me a letter but did NOT include all charges and said that was the best they could do. I asked why I wasn't called or told what happened with my account and XXXX told me that I was called. I missed the call the day before approximately XXXX and when calling it back they did not have a voicemail set up and they did not leave a message. My guess this was done on a personal line. 

This was the most bizarre and unprofessional encounter I have ever had. They did correct my bank account that day, but I still have a very bad feeling about all of this. I have multiple screen shots of all XXXX charges, a check written from XXXX XXXX for {$170000.00} and the letter they wrote. Again, I can not stress enough that this was the most unprofessional and insane meeting I've ever had at a business. 

I did receive a phone call from XXXX XXXX at Truist bank after summiting a claim to the Florida Attorney General 's Office and here is the Case # XXXX. However, I just saw the email from XXXX XXXX XXXX XXXX XXXX XXXX stating this : " In addition, we encourage you to contact the Consumer Financial Protection Bureau ( CFPB ), a federal consumer agency which reviews complaints about banking issues and consumer financial products and services. You may reach the CFPB at ( 855 ) 411-2372 or http : //www.consumerfinance.gov/ '' I am just trying to do the right thing so this doesn't happen again to someone else.

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