Consumer complaint received 2024-01-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
In XX/XX/XXXX, I was charged multiple overdraft fees by Truist Bank which were compiled upon one another resulting in a total of {$210.00} in overdraft charges. The charges were auto-payments that came out around the same time. I had no idea I was assessing any overdraft charges, as I did not know my account had reached the 0 limit. The reason I found out was, I went into my email account on XX/XX/XXXX and realized I had an email from Truist with the subject line saying Overdraft fees. When I was informed via email regarding overdraft to my account, I went to log into my account and was unable to see any of the charges. I then called Truist and a representative came on the line. I let her know I could not see anything in my mobile app or on my desktop- an error message kept displaying ( I did not screenshot this message at the time as I did not realize I was going to be in a fight for my money ). So she began to read all of the charges to me over the telephone. I was informed that my account was negative XXXX which shocked the shoes off of me! Furthermore, she informed me that the bonus my employer had issued to me had been completely garnished to satisfy this negative balance and I still owed {$120.00}. I was blindsided by all of this news, to say the least! Within 3 days, I was charged XXXX overdraft fees of {$36.00} each. This is above and beyond excessive and I asked to have these fees removed. I was informed that I had one overdraft fee removed in XX/XX/XXXX, so I was ineligible to have any overdraft fees removed and Truist will be keeping all {$210.00} in fees. I then went into a Truist location on the same day ( XX/XX/XXXX ) and the tellers agreed with me wholeheartedly regarding how excessive the fees were. There was a teller and a supervisor who both helped me and filed a formal complaint for me with Truist. They said it really isn't right how much I was overcharged and they could tell by looking at my account how the fees were piled on each other. I also showed them my phone so they could see how I was unable to get any information from the app, so I never could figure out what I owed, from where nor how much. Once the formal complaint was filed, I was also counseled on what next steps I should take while awaiting the result of my formal complaint, which basically was to wait and see what they would say. The tellers wished me luck. 

I was then contacted again on XX/XX/XXXX at XXXX by a representative from Truist Bank stating that my complaint had been denied and I would not be receiving any of my overdraft fees back. This has brought me to the CFPB on recommendation from a teller, because she agreed that the amount of fees I was charged is quite egregious and encouraged me to do all I can do to retrieve my bonus. 

Dates : XXXX  OVERDRAFT FEE - {$36.00} XXXX  OVERDRAFT FEE - {$36.00} XX/XX/XXXX OVERDRAFT FEE - {$36.00} XX/XX/XXXX OVERDRAFT FEE - {$36.00} XX/XX/XXXX OVERDRAFT FEE - {$36.00} XX/XX/XXXX OVERDRAFT FEE - {$36.00}

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