Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
To Whom It May Concern, I am submitting this complaint as an escalation regarding a new claim initiated in XX/XX/XXXX against Truist Bank for failure to provide ledger-level reconciliation of {$220000.00} in unaccounted deposited funds. This is not a prior or previously resolved claim. This is a current XXXX claim based on newly identified reconciliation discrepancies and an ongoing failure by the bank to account for deposited funds upon formal request. -- - # # SUMMARY OF CLAIM ( XXXX ) This claim is based on verified deposits and withdrawals that do not reconcile to the final account balance. The issue is not transaction accuracy, but failure to account for remaining balances at the ledger level. Total Unaccounted Funds : {$220000.00} - {$140000.00} Remaining from XX/XX/XXXX deposit after verified withdrawals ; never reflected in balance - {$74000.00} Remaining after full reconciliation of all activity ; not accounted for at closure -- - # # CLARIFICATION OF CLAIM STATUS Truist Bank has attempted to characterize this matter as old or previously reviewed. This is incorrect. - No prior claim addressed or resolved the ledger-level reconciliation of these specific amounts - No ledger documentation has ever been provided- This claim was formally initiated in XX/XX/XXXX, with a defined request for accounting of funds Therefore, this is a new and active claim, not a reopened or duplicate dispute. -- - # # BANK CLAIM SHEET TIMELINE ( XXXX ESCALATION ) - XX/XX/XXXX : Truist Client Resolution Specialist initiated contact - XX/XX/XXXX : I responded with full claim details- XX/XX/XXXX : Follow-up letter sent - XX/XX/XXXX : Formal letter submitted to Client Resolution Support - XX/XX/XXXX : Additional follow-up sent - XX/XX/XXXX : Final notice issued to Truist and representative ( XXXX ), providing 10-day deadline for response - XX/XX/XXXX : - XXXX stated she was out of office and redirected to another contact - Provided contact was non-deliverable- I documented and reaffirmed escalation and deadline - XX/XX/XXXX : - A second specialist issued a duplicate response under a different case number- I responded, clarifying this is a single ongoing XXXX claim - XX/XX/XXXX : - XXXX responded stating : - Matter is old and closed - Ledger requires subpoena - This response did not address the current claim or requested reconciliation - XX/XX/XXXX : - I responded, explicitly stating : - This is a new XXXX claim - Ledger documentation is still required - XX/XX/XXXX : - Voicemail received from XXXX ( Truist ), no documentation provided- I responded in writing requesting ledger - XX/XX/XXXX : - Second voicemail from XXXX, no documentation provided- I responded again in writing requesting ledger -- - # # PATTERN OF RESPONSE - No ledger documentation provided at any stage - Repeated deflection to prior/closed matter without addressing current claim - Multiple representatives and case numbers for the same issue - Requests for phone contact instead of written documentation - Assertion that subpoena is required for basic account reconciliation -- - # # REGULATORY AND LEGAL CONCERNS This conduct raises concerns including : - Failure to account for deposited funds upon request - Failure to maintain or produce accurate ledger records- Potential Unfair or Deceptive Acts or Practices ( UDAAP ) - Mischaracterization of a new claim as an old matter to avoid resolution - Obstruction of a consumers ability to obtain account reconciliation - Deficiencies in internal controls and audit trail transparency -- - # # REQUESTED ACTION I respectfully request that Truist Bank be required to : 1. Provide ledger-level documentation accounting for : - {$140000.00} - {$74000.00} 2. Identify : - Dates of removal - Transaction or internal transfer records - Destination accounts - Authorization for each debit 3. Reconcile or return any funds that can not be accounted for -- - # # SUPPORTING DOCUMENTATION - Wire confirmations- Transaction summaries- All correspondence listed above - Final notice with deadline - Evidence index -- - This is a current, active claim initiated in XXXX that has not been resolved. The bank has not provided the requested accounting or documentation despite multiple opportunities. I am requesting regulatory intervention to obtain the required ledger reconciliation or recovery of funds. Sincerely, XXXX XXXX

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