Consumer complaint received 2025-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I have a checking account with Truist Bank, which Ive been using regularly to receive my monthly paycheck via direct deposit from my employer. I have also been using this account consistently for the past two years to pay my rent, and there have never been any issue until recently. 

My most recent paycheck was successfully deposited into my Truist account on XX/XX/year>. The account had sufficient funds to cover my rent payment of {$1500.00} for the month of XXXX, which I submitted on XX/XX/year>. I also received a confirmation email from the leasing offices payment platform, XXXX  XXXX XXXX, confirming that the transaction had been successfully posted. 

Given this confirmation and the available balance in my account, I had no reason to expect any issues. However, I later discovered that the rent payment had not actually been withdrawn from my account. On XX/XX/year>, the leasing office attempted to process the payment again but was unsuccessful. 

When I contacted Truist Bank, I was informed that my account had been placed on hold because it was classified as dormant. This classification resulted from my exclusive use of electronic transactions, with no recent physical activity such as debit card usage. However, I was never notified of this change or given any warning that a hold would be placed on my account. 

As a direct result of the banks actions, the leasing office charged me a late fee of {$140.00} and a Non-Sufficient Funds ( NSF ) fee of {$75.00}, totaling {$220.00}. I then visited a nearby Truist branch and explained the situation to a bank representative, who acknowledged the issue and submitted a formal complaint on my behalf. 

A few days later, I received a call from Truist customer service. While they apologized for the inconvenience and admitted that they had failed to notify me about the account hold, they refused to compensate me for the financial impact this caused. They denied responsibility and explicitly stated that they would not reimburse the {$220.00} I was charged due to their failure. 

This situation is deeply frustrating and financially unfair. I fulfilled all of my responsibilities as a customerI maintained sufficient funds, submitted my rent payment on time, and received confirmation of successful submission. The failed transaction and resulting fees were caused entirely by Truist Bank 's internal handling of my account without proper communication or justification. 

Therefore, I am filing a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) regarding this issue. I believe this situation reflects not only poor customer service, but also harmful banking practices that directly and unfairly penalize responsible customers. I respectfully ask for help in resolving this matter and holding Truist Bank accountable for the financial harm and stress it has caused me.

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 monetary relief