Consumer complaint received 2026-01-03 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: GA

Complaint narrative:
Nature of Complaint I am filing this complaint against Truist Bank for charging {$360.00} in unauthorized overdraft fees on my student checking account between XXXX and XX/XX/XXXX, despite my explicit declination of overdraft coverage services when I opened the account. 

Note : On XX/XX/XXXX, I enrolled in overdraft coverage and was appropriately charged {$72.00} in overdraft fees after enrollment. Those fees are not in dispute. This complaint concerns only the {$360.00} in fees charged from XXXX through XX/XX/XXXX when I was explicitly " Not enrolled '' in overdraft coverage. 

Detailed Description of Issue When I opened my student checking account with Truist Bank ( formerly SunTrust ) in XXXX, I specifically declined overdraft coverage on my account. According to the bank 's own document titled " What You Need to Know about Overdrafts and Overdraft Fees, '' the bank 's policy explicitly states : " If you do not request this specific overdraft coverage service, banks will not be allowed to pay overdrafts and assess a fee for : ATM transactions Everyday debit card transactions Your request allows SunTrust to consider paying the overdraft for which you will incur a fee. This is your choice. If you do not request this service, or if SunTrust chooses not to authorize the overdraft, your transaction will be declined. '' This language is unambiguous : when a customer declines overdraft coverage, ATM and everyday debit card transactions should be declined, not authorized, and then charged a fee. 

Despite declining this service and the bank 's clear written policy, Truist Bank did not decline my debit card transactions when I had insufficient funds during the period from XXXX through XX/XX/XXXX. Instead, the bank : XXXX. Allowed debit card transactions to go through when my account lacked adequate funds XXXX. Charged me overdraft fees for covering these transactions XXXX. Accumulated {$360.00} in overdraft fees while I was " Not enrolled '' ( XXXX through XX/XX/XXXX ) On XX/XX/XXXX, I affirmatively enrolled in overdraft coverage, and the bank correctly charged me {$72.00} in overdraft fees after that enrollment. Those fees are not in dispute. 

However, the {$360.00} in fees charged prior to my enrollment directly violates : My explicit opt-out of overdraft coverage services The bank 's own written policy stating transactions " will be declined '' without this service Federal Regulation XXXX requirements for affirmative opt-in consent Steps Taken to Resolve I contacted the branch XXXX at my Truist Bank in XXXX XXXX GA XXXX to request a full refund of the {$360.00} in improperly charged overdraft fees ( fees charged from XXXX through XX/XX/XXXX, before I enrolled in overdraft coverage on XX/XX/XXXX ). The branch XXXX informed me that the bank could only reimburse fees going back XXXX months, and since there were no overdraft fees charged in the past XXXX months, no refund would be provided. 

This response is unacceptable. The bank violated its own policies and federal consumer protection regulations by charging overdraft fees on a service I explicitly declined. The arbitrary three-month limitation does not absolve the bank of responsibility for years of improper charges. 

I have since closed this account. 

Supporting Documentation and Evidence I am attaching the following documentation to support my complaint : XXXX. SunTrust " What You Need to Know about Overdrafts and Overdraft Fees '' document. This clearly states that without overdraft coverage, debit card transactions " will be declined '' XXXX. Bank statements documenting year-to-date overdraft fees while showing " Not enrolled '' status : o XX/XX/XXXX statement : " Not enrolled '' - {$72.00} in overdraft fees for year o XX/XX/XXXX statement : " Not enrolled '' - {$36.00} in overdraft fees for year ( refunded that period, but fees were still charged ) o XX/XX/XXXX statement : " Not enrolled '' - {$100.00} in overdraft fees for year o XX/XX/XXXX statement : " Not enrolled '' - {$36.00} in overdraft fees for year ( plus {$36.00} in returned item fees ) o XX/XX/XXXX statement : Account shows {$36.00} in overdraft fees for year o XX/XX/XXXX statement : Account shows {$72.00} in overdraft fees for year Total documented : {$360.00} in unauthorized overdraft fees ( charged from XXXX through XX/XX/XXXX while " Not enrolled '' ) Note : On XX/XX/XXXX, I enrolled in overdraft coverage and was appropriately charged {$72.00} in fees after enrollment. Those fees are legitimate and not disputed. 

XXXX. Representative monthly statements proving transaction types : o XX/XX/XXXX : Shows everyday debit card purchases ( XXXX 's, XXXX, XXXX ) while account shows " Not enrolled '' o XX/XX/XXXX : Shows everyday debit card purchases ( fast food, groceries ) while account shows " Not enrolled '' o XX/XX/XXXX : Shows everyday debit card purchases ( restaurants, groceries, ATM withdrawals ) while account shows " Not enrolled '' o XX/XX/XXXX : Shows everyday debit card purchases ( groceries, fast food ) while account shows " Not enrolled '' These statements prove the fees were charged on everyday debit card transactions- the exact transaction type that federal Regulation XXXX requires affirmative opt-in consent to charge overdraft fees, and the exact transaction type the bank 's policy states " will be declined '' without overdraft coverage.

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