Consumer complaint received 2025-05-03 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:
eduled to be withdrawn until XX/XX/year>. The funds were placed on hold XXXX XXXXXX/XX/XXXX, causing my account to go negative by {$490.00}, and preventing me from accessing essential funds for the weekend. 

When I first contacted the bank, the representative informed me that I needed to go back to the merchant, XXXX, multiple times, as they were supposedly responsible for the transaction. Despite the transaction clearly showing an effective date of XX/XX/year>, the representative insisted that the merchant was to blame. When I asked to speak to her supervisor, she stated that her supervisor would give me the same response. 

I then contacted XXXX, and they escalated the issue to XXXX XXXX. She was helpful and confirmed that the effective date on the XXXX transaction was XX/XX/year>, and that Truist is supposed to honor that date. However, when I escalated the issue to Truist, XXXX XXXX tried to justify the situation by saying that while the deduction would be completed on XX/XX/XXXX, my funds should never have been placed on hold prior to that date. Despite this being Truists error, XXXX did not attempt to help me in any way. There was a complete lack of empathy or remorse on his end, as he seemed unconcerned that this mishandling caused financial hardship for me. His response was simply to suggest I try using my debit card, even though my account was negative, which was neither a viable nor responsible solution. 

I am a single mother with a son, and this situation has deeply impacted my ability to care for my family. Because of this error, I am unable to access funds to buy groceries and cover essential needs for my household. Truists mishandling created immediate financial hardship, and they refused to take responsibility or provide any resolution. I am requesting that this matter be investigated and that my account be made whole. 

Let me know if this covers everything! 

You said : XXXX didn't say my funds shoudnly have been placed on hold that's what I am saying XXXX said : Got it! Here 's the updated version with your clarification that it was your statement regarding the funds being placed on hold too early : On Friday, XX/XX/year>, Truist processed an ACH debit from XXXX in the amount of {$1000.00}, which was not scheduled to be withdrawn until XX/XX/year>. The funds were placed on hold Saturday, XX/XX/XXXX, causing my account to go negative by {$490.00}, and preventing me from accessing essential funds for the weekend. 

When I first contacted the bank, the representative informed me that I needed to go back to the merchant, XXXX, multiple times, as they were supposedly responsible for the transaction. Despite the transaction clearly showing an effective date of XX/XX/year>, the representative insisted that the merchant was to blame. When I asked to speak to her supervisor, she stated that her supervisor would give me the same response. 

I then contacted XXXX, and they escalated the issue to XXXX XXXX. She was helpful and confirmed that the effective date on the XXXX transaction was XX/XX/year>, and that Truist is supposed to honor that date. However, when I escalated the issue to Truist, XXXX XXXX tried to justify the situation by saying that the deduction would be completed on XX/XX/XXXX. However, the fact remains that my funds should not have been placed on hold prior to that date. This early hold caused my account to go negative and prevented me from accessing essential funds. Despite acknowledging this error, XXXX did not attempt to help me in any way. There was a complete lack of empathy or remorse on his end, as he seemed unconcerned that this mishandling caused financial hardship for me. His response was simply to suggest I try using my debit card, even though my account was negative, which was neither a viable nor responsible solution. 

I am a single mother with a son, and this situation has deeply impacted my ability to care for my family. Because of this error, I am unable to access funds to buy groceries and cover essential needs for my household. Truists mishandling created immediate financial hardship, and they refused to take responsibility or provide any resolution. I am requesting that this matter be investigated and that my account be made whole.

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