Consumer complaint received 2024-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I routinely deposit cash on a weekly or biweekly basis via the ATM, as my work schedule precludes me from visiting the bank during operating hours. This method has been reliable for several months. 

On XX/XX/2024, I made a customary ATM deposit. Unfortunately, the ATM malfunctioned, ejecting part of the deposit while retaining several bills, which totaled {$700.00}. These bills became lodged within the deposit section of the ATM, inaccessible to me. The machine eventually shut its door and issued a receipt, noting the ATM number, date, time, and a contact number for filing a claim. 

I promptly called the provided number the following day, XX/XX/2024, at XXXX and spoke with two agents over approximately XXXX minutes. They confirmed the creation of my claim but did not provide a claim number, stating that they do not use such identifiers, though they assured me they had recorded all necessary information. While this seemed unusual, I accepted their explanation. 

XXXX XXXX  later, having received no updates, I followed up and was informed that the claim was still pending and typically required 60 days for resolution. Again, no claim number was provided when I inquired about it. 

On XX/XX/2024, I followed up once more and was told there was no record of my claim. The agent requested a claim number, which contradicted previous statements. I detailed my prior calls, including dates and times, and inquired whether their calls were recorded. They confirmed all calls are recorded. Despite this, the agent advised me to visit a branch to initiate the claim process anew. 

I visited the branch on XX/XX/2024, and spoke with the branch XXXX XXXX XXXX XXXX, who assured me that claim numbers are indeed used. She courteously accepted the ATM receipt, submitted my claim, and provided her contact information for further inquiries. 

On XX/XX/2024, I received an email confirming receipt of my claim with a rather confusing letter attached to the email stating a final credit adjustment of {$220.00} was given for the {$700.00} claim amount. I received a follow-up email on XX/XX/2024, indicating the investigation had been concluded and based on the facts of their investigation my claim was found to be valid. It also stated I was previously notified of provisional credit of {$220.00} and that provisional credit was now permanent. Additionally, it provided a number to call if I had any further questions. I waited a few days hoping to receive some information regarding the facts that led to the conclusion of the investigation. 

I reached out to the branch XXXX XXXX XXXX XXXX. via email on XX/XX/2024, for clarification on the outcome of this investigation and specifically why there is a discrepancy of {$480.00} remaining unaccounted for. After not receiving a response from XXXX, I decided to call the number provided in the correspondence I received on XX/XX/2024. 

On XX/XX/2024, at XXXX XXXX, I called, and after speaking to an agent I was transferred to a supervisor. I queried the supervisor about potential actions, including the process of obtaining the investigation report, and was told that she would inquire about this and that someone would email me. 

Following an extremely frustrating overall experience, after the XXXX call, the supervisor confirmed that the investigation was concluded and there was XXXX XXXX for escalation regarding the {$480.00} in unaccounted funds.

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