Consumer complaint received 2023-10-24
Company: TRUIST FINANCIAL CORPORATION
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
OK this is It complete to be filed against evolve bank and trust. They are the backing of the XXXX pro card that I use driving for XXXX. I initially started using this card as a depository for XXXX and all of my fares. XXXX would just download the deposits I made To this card For easier access for disbursement TO my actual bank or whatever. Ive only been using this card for XXXX weeks. I already have XXXX significant problems with this bank card. The bank card function is backed by evolve, but who I deal with on a consistent basis is XXXX XXXX. I rent a car from XXXX XXXX to be able to conduct pickups and deliveries of People XXXX XXXX. XXXX XXXX policy with XXXX is we deposit the week before money, they put a hold on it and we can use the vehicle for week. When theyre done with that week they process The hold on that money. Then I deposit payment for the week coming up, they put a hold on it, and process it at the end of that period. And the process is continued for the next week. They write another basic contract for that week they put a pending hold on that money the next week the same thing over and over and over again. There has never been any problem with this arrangement until last week I deposited {$320.00} into my account. Before XXXX Was able to process my card for that week at XXXX in the morning branch had already put a pending hold on those monies. so when XXXX went to run my card, it was declined. And it has been a nightmare ever since. I will try to put this in categorically correct order so it's more understandable. When I was sitting at the desk with XXXX wondering where my payment was I had the information showing that the payment had been made to the bank. When I called the bank I was told that he was just the first contact of my account and then he could not do anything with any pinning holds. And so I asked him why they even put a hold on it avis was the one who was supposed to put a hold on that money. And he said the policies had changed and was unwilling to go into what that change was. What he did say was the fact that he had no ability to contact the supervisor except to put in a ticket. XXXX try to process my card at XXXX : XXXX. And that he could not speak to anybody about this transaction except for me. So then when I called them back XXXX minutes later trying to get some kind of resolution so I could actually continue to rent my car so I could actually work. I was told that everybody was in a lunch meeting and that he couldn't contact any supervisor on the floor again. But you would definitely put in the ticket and they would call me immediately. To date : Ive talked to them on XXXX different occasions, supposedly they have put in several tickets. And the day is the XXXX of XXXX this is a week laterAnd literally almost XXXX minutes waiting on hold for these people and Ive still yet to receive a phone call. Yet they are still holding the money from XXXX. Now I was told by the first individual The date had a policy change, he could not tell me what it was but they had the right to hold those funds for 30 days. Until the First off you didnt have a right to hold them in the first place. Much less 30 days. Nobody asked you to put anything on there you did it on your own accord Involving nobody else except for you. Fast forward to today. This is hours Ive spent on this, missed XXXX days of work, and still do not have a resolution while the contract has been ended avis is ready to write another contract. Thats what they said would end of this debacle and start a new probably debacle. But even though XXXX ended the contract today where did you write a new one This pending status has still have not been resolved. This is causing severe problems with my Job, with XXXX, with their payment, with my ability to continue to rent vehicle from them so I can work. And I need this situation resolved. 
My second problem with this institution is every deposit that is made from XXXX, is short at least XXXX cents {$0.00} sometimes even a dollar or XXXX. I have not been able to find the percentage that they are holding back, but every time a deposit is made which is several a day, if it is not marked as trip, a discrepancy in the exact amount has happed now if it is marked trip, it is the exact amount that XXXX sent to them. Ive referenced exactly what that amount is, anytime period. Now if it's marked as miscellaneous it could be up to an hour later that it's actually posted. And its always short. I have spoken to both institutions about this, and up to this point any transactions Ive ever done with XXXX has always been spot on. As soon as I enact this card that is supposed to be free transfers, I started having money missing. I even have Chat documentation from the bank stating that it is a significant amount. But they still dont know where its going. To date it is over {$100.00} for XXXX weeks worth of use Of their card. Obviously I would like to state that I feel as if my money is being held XXXX, and at this point even stolen from me. Im absolutely appalled at the fact that a financial institution can act this way. And I dont think Im special. I do believe that this is happening to other people as well under the XXXX umbrella. Let me make myself clear, I do not believ that this is an uber problem I believe that this is a branch problem. And the fact that branch thinks that they can make these policy changes, and not send out any documentation or even bothered to the fact that the policies have been changed it's amazing to me. It Is not their money that these policies affect it is my money and the people I choose to do business with. They were not hired to control my money, they were hired to do what I said to do with it it's long as it is ethical reasonable and with the confines of business legitimacy. And if such changes are made, I believe it is mandatory for you tell me that these have been changed. So I could decide prior to this happening whether or not I want to continue doing this for the business with this institution. It can not be arbitrary ; Oh well we could go we decided that we cant release any funds and you cant talk to a supervisor at XXXX XXXX XXXX leaving me The company I'm doing business with, unable to fix anything that is policy changes are affecting.

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