Consumer complaint received 2024-09-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year> I performed a XXXX transfer from my XXXX Bank checking account to my Truist checking account in the amount of {$1000.00}. The funds posted to my Truist account on XX/XX/year>. On XX/XX/year>, I logged in to check my online banking balance for my direct deposit. I noticed that the {$1000.00} I XXXX myself was " Reversed ''. Per Truists website disclosures, XXXX transactions can not be reversed. I called in, I spoke with a rep who stated I had to call XXXX XXXX. I escalated, and a supervisor indicated that this was a known bank error where thousands of XXXX transactions got reversed in error in the system. A ticket was opened, and I should have my funds back by the end of the day. 

I called back at the end of the business day, against spoke with a rep who had to transfer me to a supervisor, the supervisor said this was a larger issue and a master ticket was opened and clients who were debited would be getting there funds back overnight. 

I called back in the morning of XX/XX/year> and spoke with a supervisor who then transferred me to a contact center manager who assured me that they seen the error, they seen the ticket and that a resolution was on its way that I would see the funds back in my account by XXXX as XXXX was a holiday. 

I called back in on XXXX and was told by a customer service rep that the tickets were all closed out and they were advised that we would have to open new tickets with there digital support team. 

I received a call back from a " supervisor '' on XXXX after my funds still had not arrived back in my account. The supervisor said the master ticket was open and that a temporary credit was being added to my account by the end of the business day and would remain until after the master ticket was completed and all clients received their funds back. She also said a {$50.00} credit was being added to my account for the inconvenience. I let her know I had a car payment to make and rent to pay and that this was a chunk of the funds I needed to pay those bills. She assured me that the credit for the missing funds would be on before the end of the day and she would be monitoring my account to make sure it credited properly. 

on XXXX the credit still had not hit my account, I called in and waited on hold for XXXX minutes on my way home from work to be connected to a supervisor who could help. at XXXX the representative came back on the line said no supervisors were available and the supervisor line had disconnected that I would have to call back on XXXX. I said that was unacceptable, he said he could open a request for a supervisor to call me back on XXXX. I agreed. I never got the call. 

It has now been 10 days, Truist has stolen my funds. The contact center manager traced the funds via a tool they have and could verify XXXX XXXX never received them so they are lost within Truist. IE : Truist has stolen my money. I never requested the funds to be reversed, it is against Truists own disclosure to reverse the transactions, they have lied repeatedly, managers and supervisors and escalations have all failed. Truist refuses to give me my money back. 

I am now paying interest on the balance on my credit card because they have not returned my money. I had to take money out of my savings at another bank to pay my bills. If I did not have a savings account, I would likely be getting served with eviction papers right now for Truists negligence and stuck with all sorts of late fee 's. 

It is unbelievable that a bank as large as Truist is getting away with what can only be considered criminal activity.

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