Consumer complaint received 2024-07-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX2024, I went into a Truist bank branch to deposit the {$4900.00} that I received from a company that had hired me to work, in hindsight resulted in a scam.

When I made this deposit with the teller, I asked when the funds would be available, and she stated that the date of availability would be displayed on the receipt provided to me. At the time of the deposit, my available balance before completing the transaction was {$1600.00}.

When I looked at the receipt provided to me, it stated because of the large amount on the check ; the check would have to be reviewed before being posted to my account. The funds were noted to be posted on XX/XX/XXXX24, and I would be contacted if an extension was needed for further review. When I left the bank, I used the ATM outside the branch to make a cash deposit of {$100.00}. When I checked my account that afternoon when I got home, my available funds reflected the {$100.00} cash deposit I made and {$100.00} from the {$4900.00} check deposited, bringing my balance to {$180000.00}. 

On Monday morning, XX/XX/XXXXXXXX, I checked my account balance and had the {$4900.00} reflected in my available balance. This brings my balance to {$6500.00}, with a reflected posting date of the check being XX/XX/XXXX24. Purchases were completed using this money on XX/XX/XXXXXXXX before noon, which brought my balance to {$1900.00}. I had received no communication from the bank stating that the check would be returned because it was fraudulent. On XX/XX/XXXX/XXXX  in the XXXX, I checked my account and found it to be - {$2600.00}. I immediately called Truist Bank customer service to find out what happened with the account. I was told that I needed to go into a branch and speak with the manager about reconciling the account and closing it out. When I got to the bank and explained to the manager what was told me, she stated, " Well, customer service should have known better because I can't close this account until it is at {$0.00} '' and " The bank did not collect on this check because it was returned, '' She then awkwardly stared at her computer until I left her office. It was by far the worst customer service experience I had walking into a branch. 

On the same afternoon of XX/XX/XXXXXXXX, I called customer service again to submit a complaint for my account being placed in the negative with no notification and for being told that I was responsible for paying the account back to {$0.00} when I was told at the time of the deposit that the funds were being held for further review. I would like to make it clear that I DID NOT agree for Truist Bank to loan me the {$4900.00} pending the availability of the funds. They made the funds available to my account without completing a review of the check without my authorization, as I did not request for the funds to be expedited when the deposit was completed. When I submitted this complaint to the representative over the phone, I specifically requested to be contacted by a manager to discuss this issue. She provided me with a complaint number and assured me that she placed a note in the complaint stating that I would like a follow-up from a manager. I then asked her how long it would take to receive a follow-up, and she told me that she could not give me a time frame of when I would be contacted but to check my phone and email regularly. 

On XX/XX/XXXX, I received two notices from Truist bank in the mail dated XX/XX/XXXXXXXX  stating that the check was returned due to fraudulence.

Two weeks passed from my original complaint, and I had not received any follow-up from a manager as requested. Instead, I received an automated phone call connecting me to a representative to notify me that the account was withdrawn and that I would like to make a payment. I informed her that I had a complaint two weeks prior, and I had not received a follow-up concerning my case ; she then stated, " Oh my XXXX, you have been waiting two weeks?! let me get you over to the complaint department. '' She apologized for the inconvenience and gracefully transferred me to the complaint department. When I got on the phone with a representative in the complaint department, I informed her of the situation and stated that I would like to follow up on a case and provided my case number. When she opened my complaint, she said I had not received a call back from a manager because a follow-up was not noted on the request. I got very frustrated and asked that she please submit another request with a note to follow up. She completed my request and stated that they typically provide follow-ups within five business days. She provided me with the new case number, and we hung up.

When speaking to each representative, I respectfully notified them that I would not be making any payments toward the negative balance pending the resolution of my complaint. In the midst of these two weeks, I have lost an additional {$350.00} to this account because of direct deposits that could not be removed until this upcoming pay period. 

As of today, XX/XX/XXXXXXXX, I have not received a follow-up call from a Truist Manager to discuss and resolve this issue. The last call I received from them was Monday, XX/XX/XXXXXXXX, where they again were calling to inform me that the account was overdrawn and asking me if I would like to pay the balance, I then again, explained the situation to the representative, who then stated, " if this account is not paid off within 60 days of the overdraft, it will be charged off and sent to collections. While submitting this request, I received another phone call requesting payment for the account. The representative stated that I had until XX/XX/XXXXXXXX  to pay off this balance, or the account would be closed and charged off as of XX/XX/XXXXXXXX with an additional {$30.00} fee and transferred to the customer care department for the 3rd time to submit another complaint to the complaint department. She also stated that there is an escalation department that oversees their department, and she was not sure why I had not received a follow-up because they typically do them within 2 business days. I am exhausted by the lack of follow-through from this bank, and chose to not stay on the phone to speak with the customer for the third time, just to submit another complaint with the complaint department and be ignored. All phone conversations had with them are on recorded lines.

I am very displeased with the service this bank provides ; it is clear to me that I am being intentionally avoided with no regard for my family or me. We currently only have one source of income as I can not return to work XXXX XXXX XXXX XXXX, and within this current economy, we depend on every XXXX we bring in. I reviewed the standards on the CFPB websites concerning check deposits, which clearly state that it is the bank 's responsibility to review the check and ensure that the funds deposited are available to post. As a customer, I am going according to the available funds in my account. I am only aware of the status of the check if the bank notifies me, which, by CFPB standards, is supposed to be done in a reasonable amount of time, but they failed to do so.

The funds in that account were to pay our bills, provide for XXXX XXXX XXXX, and save for us to move. This situation has led us to lose {$2000.00}, causing my husband to have to work overtime and miss out on time with our family, potentially impacting our credit scores, which will hinder us in being able to rent, take out loans, applying for credit cards, etc, unfortunately directly impacting our physical, mental stability, and health all because of Truist Banks failure to do their due diligence.

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