Consumer complaint received 2026-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
I submit this complaint regarding unauthorized debits, misrepresentation of account status, and potential violations of federal consumer protection statutes by Truist Bank. I. FACTUAL BACKGROUND On XX/XX/year>, I deposited two checks into my personal checking account in the amounts of {$950.00} and {$8900.00}. Prior to completing the transaction, I specifically inquired at the above-referenced branch whether any hold would be placed on the checks. I was expressly assured by a bank representative that no hold would be placed and that the checks would clear the following day. On XX/XX/year>, both checks reflected as cleared and deposited in my account. However, on that same date, Truist debited {$2100.00} from my account without prior notice, written explanation, authorization, or disclosure. When I returned to the branch, I was told this was a back-end office technology issue and directed to contact the fraud department. Upon doing so, I was informed that the debit represented a hold. This explanation is inconsistent with banking practice and account presentation. A traditional hold restricts availability of funds ; it does not remove previously posted funds through a separate debit transaction while allowing the deposited checks to continue reflecting as cleared. The transaction history shows an actual debit, not a standard Regulation CC hold. On XX/XX/year>, the original {$2100.00} debit disappeared from my account. However, it was replaced by a new debit in the amount of {$8900.00} the full amount of one of the deposited checks. I spoke with a supervisor in the fraud department who identified herself as XXXX. During that recorded call : She stated that the {$8900.00} debit was also a hold. She agreed verbally that the transaction appears as a debit rather than a traditional hold. She stated that the hold was scheduled to fall off on XX/XX/year>, but that it had not yet done so. The matter was not resolved during the call. I informed the supervisor that I would be filing a complaint with the Consumer Financial Protection Bureau. At no time have I received : Written notice of an extended hold as required under federal law ; Written notice of suspected fraud ; Written notice of adverse action ; Any documentation authorizing removal of funds ; A consistent explanation from the bank regarding the nature of these transactions. II. LEGAL CONCERNS AND POTENTIAL STATUTORY VIOLATIONS Based on the above conduct, Truist Banks actions may constitute violations of the following federal laws : 1. Expedited Funds Availability Act ( EFAA ) & Regulation CC ( 12 C.F.R. Part 229 ) If these transactions are being characterized as holds, Regulation CC requires : Proper written notice, Specific reason for the hold, Duration of the hold, and Disclosure of when funds will be available. Instead, Truist posted the checks as cleared and then removed funds through debit entries. No written hold notice was provided. The manner in which these funds were restricted appears inconsistent with Regulation CC requirements. 2. Electronic Fund Transfer Act ( EFTA ) & Regulation E ( 12 C.F.R. Part 1005 ) If these debits constitute electronic fund transfers initiated by the bank without my authorization, they may qualify as unauthorized electronic fund transfers. Regulation E requires strict procedural safeguards and investigation requirements before debiting consumer funds under suspicion of fraud. 3. Truth in Savings Act ( TISA ) If Truists deposit agreement does not clearly disclose the authority to reverse cleared funds in this manner, such conduct may violate disclosure requirements governing consumer deposit accounts. 4. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531 The following conduct may constitute unfair or deceptive practices : Assuring a consumer that no hold would be placed ; Posting funds as cleared ; Removing funds via debit transactions while calling them holds; Providing conflicting explanations between branch personnel and fraud department ; Failing to provide legally required written disclosures. The representation that these are holds while they function as debits may be materially misleading to a reasonable consumer. III. SERIOUS CONCERNS The sequence of : Initial debit of {$2100.00} Removal of that debit Replacement with a debit of {$8900.00} Verbal admission that the transaction appears to be a debit rather than a traditional hold raises serious concerns regarding internal controls, transparency, and compliance with federal banking law. Consumers are entitled to clarity, accurate representations, and lawful procedures when access to deposited funds is restricted. IV. REQUEST FOR RELIEF I respectfully request that the CFPB require Truist Bank to : Immediately restore all improperly debited funds. Provide a written explanation of the legal authority relied upon to debit these funds. Provide copies of all internal records related to these transactions, including fraud flags, adjustment codes, and hold documentation. Confirm whether this action was taken pursuant to Regulation CC, Regulation E, or another statutory authority. Confirm whether this practice affects other consumers. I further request formal investigation into whether Truist is systematically recharacterizing debits as holds in a manner inconsistent with federal consumer protection laws. This complaint is submitted under penalty of perjury that the foregoing is true and correct to the best of my knowledge. Respectfully submitted,

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