Consumer complaint received 2020-04-22
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I checked my Suntrust account and noticed {$600.00} was taken out of my account, listed as a " Deposited Item Returned '' and then {$12.00} fee for " Deposited item returned fee ''. I immediately contacted Suntrust customer service who transferred me to the Fraud department. The guy I spoke with reviewed my account and could not figure out why {$600.00} was taken out along with the {$12.00} fee. He said the department that would be able to handle was closed due to COVID-19 ; the only way to get it handled he would need to send an email. Today, XX/XX/XXXX, I called back Suntrust Fraud department to see what was going on and where this issue stood. The first lady I spoke with dug into a little more to see what was going on and stated there was a check for {$600.00} and gave me the check number made out to XXXX XXXX XXXX. I told her none of that makes any sense as I have never done any kind of business with XXXX XXXX XXXX. She stated there was nothing else she could really do so I asked her to transfer me to someone else. She transferred me to another lady who again, looked into it in more detail. Upon actually digging in a little more, This lady said it was {$600.00} check returned from a deposit. She even said it didn't make any sense because looking at my account, there wasn't a {$600.00} deposit so why there was a " Deposit Returned '' she didn't know. She dug farther and pulled the check with the Deposit Return of {$600.00} for XXXX XXXX XXXX, She said it didn't even belong for my account. It looked like there was an error on Suntrust side, but she couldn't help do anything to fix it, She stated I would need to go to my local branch, they would be able to help. She stayed on the phone an additional 15 minutes putting in notes so that it would be easy for the branch to help me, She stated the branch would just need to call them in which should could verify and there shouldnt be any issues. I called my branch to see about coming in to get this whole issue fixed in which they stated they are not doing any banking what so ever in the lobby so it would need to be done through the drive thru but before doing so, She asked me what the issue was. I explained in detail about how the fraud department told me there was a {$600.00} Deposit Return that wasn't supposed to be for my account. She then looked at my account and again, stated it didn't make sense but per her bank manager, They needed to contact another to department to verify what was going before they could do anything. They would call me back. The branch called me back and said they can't get ahold of the department who handles this. So they keep calling them and then give me another call back. I got a call back, only to be told the department still wasn't able to help them so they sent them an email. Once again, I'm back to this department that seems to be closed or no one working. {$600.00} was taken from my account out of error plus I was charged a {$12.00} fee for a deposit return fee. None of this makes sense and absolutely no one can help me. Fraud department determined it shouldn't of come out of my account but couldn't fix the issue, the branch would need to. The branch can't fix the issue until another department looks into this. 
XX/XX/XXXX, There was a credit to my account for {$600.00}. Then an hour later, the {$600.00} was taken back out of my account. I called my branch who still hadnt called me back, the branch told me that someone was supposed to call me but the lady she spoke to said the credit of {$600.00} was an error and the {$600.00} was due to a XXXX transaction. The XXXX transaction was already taken care of and Suntrust took that money out on XX/XX/XXXX, AS it CLEARLY shows in the account info. She told me she couldnt help me and Id have to call the XXXX number again but that she agreed the transaction on XX/XX/XXXX was different than the XXXX. Called the XXXX number again and the new person I spoke with also confirmed the XX/XX/XXXX wasnt regard to the XXXX as usually a Deposit Return had to do with a check. She said once again, the same as everyone else that it showed XXXX XXXX XXXX then she looked at my account and once again said it made absolutely no sense at all as looking through my account, she couldnt see where {$600.00} has ever been deposited to be warranted for a {$600.00} return. But she cant help me and had to send an email to other department who could take 2-3 days to get back to her. This has now been 5 different people I have spoken with, who all have agreed, the {$600.00} Deposit Return doesnt seem correct for my account and also confused as to why I had received a {$600.00} credit this morning only to get it taken again an hour later for funds held. Note : The last deposits Ive had are from the IRS and a payroll check in which my company checks ironically come from Truist, no where do I have a XXXX XXXX deposit or have I ever banked with them.

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