Consumer complaint received 2025-02-22 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: TX

Complaint narrative:
As you all may recall, a few years ago, and also recently, the XXXX went after all of the major banks over the clarity of transaction posting to their respective clients ' accounts and overdraft fees they were assessing their clients. If I'm not mistaking, a regulation from the federal government came out of this where banks were no longer allowed to post a transaction, such as a check, debit card transaction or ACH, without first placing thesw debits on a '' pending '' status. This is to allow their customers enough time to deposit funds to their accounts without incurring an overdraft fee. To make a long story short, I've began banking with Truist Bank recently and I've had this exact problem with both ACH debits and outstanding checks, or checks that have posted to my account. I've been charged over $ XXXX in overdraft fees because the bank will not show when the check will be clearing and will instead " clear '' the check or ACH without even placing these debits on a " pending status. '' What they do is take the closing balance from a previous day and just post the check or ACH overnight without even giving me an opportunity to move funds over. I bank with many other banks, both large and small, and neither of those banks have done this to me. 

My other complaint is around their procedures on fee refunds. I wrote a check on XX/XX/year>, and like what I explained above, the check was debited and posted to my account the next day. That's totally fine with me but XXXX, they never showed the check in a pending status, XXXX, on the fourth, right around XXXX, I conducted a Zelle transaction to have enough funds in the account to cover this check. Like the other banks I bank with, the normal procedure would have been to place the check on a " pending status '' and then take the Zelle transfer I made to clear this without charging me an overdraft fee. Well, of course, they did the complete opposite, they posted the check without warning using the balance from the date before, again not providing me with any warning and they charged me a {$35.00} overdraft fee. 

To my point, when I called their customer service department, I was denied the waiver or refund on the fee because a systems calculator was the only one that could approve the refund. I escalated this to the CEO of the bank at the beginning of this month and here we are, XX/XX/year>, and I have yet to receive any type of resolution. You can't tell me that a person can't make an exception on fee refunds and only a calculator can decide, what kind of craziness is that. Plus the decision from the calculator was because I had " previously been refunded other overdraft fees '' which were due to fraud on my account, so that should not count!!! 

Final complaint, around the beginning of this month, XX/XX/year>, I made a deposit at XXXX of their ATM 's in the amount of {$750.00}. Somehow, their ATM went crazy and my account was only credited {$19.00}. It's been XXXX weeks now, since this happened, and the bank ( Truist Bank ) has yet to credit my account. I get this may not sound like a lot of money but it is for the average consumer or small business owner needing to meet their operating cost while managing their cash flow. The funny thing is I know for a fact that these ATM 's are balanced once or twice a week and by now they would have been able to see or confirm the overage of what the ATM had accounted for deposits and the amount of cash that was actually inside of the ATM 's cassettes/safe, which of course would be over. Plus there's also cameras outside their ATM 's which they can use to confirm my claim. 

My ask of you all is to please begin investigating this banks deposit, claim and fee refunds practices. The type of practices I've highlighted here is clearly also against the XXXX XXXX XXXX passed more than a decade ago. 

Thank you and I look forward to hearing from you all.

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