Consumer complaint received 2025-05-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
ntacted Truist on XXXX XXXX to request an XXXX stop payment. Had complications with representatives that assisted me just to get this done. Hung up on/call disconnected not sure which one it was somehow first time and I had to call back and explain what I was trying to do again. Person was saying check stop payment when I was clear and stated I wanted to place an ACH stop payment. They confused the item I wanted to stop with the transactions I had been doing via Truist bill pay to the same merchant. I explained to them that this was not authorized through Truist bill pay, and that I had accessed the merchant directly via an app and made the payment myself, but realized two hours later that I had made an error I attempted to stop the payment with the merchant. They told me it was too late and to contact my bank. Finally got what I thought was the stop on the account for XXXX in the amt of {$3300.00}. Was charged a {$35.00} fee I asked if it could be waived the representative said if item is presented and returned as stop payment, The fee will be waived. On XX/XX/XXXX I wake up to an email notification telling me my account is negative so I checked my account to confirm it is negative because of a pending item from XXXX XXXX same amount that says retry payment. All my funds are held up in my account and I cant use anything. I had things to take care of that are still outstanding to pay and I cant do anything due to this pending item. Im also confused that its a retry payment when I never seen the first transaction, it never pended and never reflected on my account was never notified via email or a message that the initial item was presented. I called Truist XX/XX/XXXX around XXXX or a little after to inquire what is going on. The representative says the stop was placed incorrectly by representative from XX/XX/XXXX and she said she was fixing it. She stated there was no merchant name placed on the stop and that the previous representative only stopped based on amount so she corrected the stop. I started asking questions as to why this is a retry payment and if there was another item that had been presented to the account and why I never knew of the initial transaction. The lady tried to help but was all over place and putting me on hold eventually call was disconnected no one made an effort to return the call. I myself am working so I didnt have time at the moment to call right back and waste more time explaining again. These individuals seem to be based in another country as there is a language barrier and hard time understanding for both parties. So I made another call two hours later around XXXX or so the individual tried to help but again seemed as if she was struggling she said she was checking on my concerns and somehow she cold transferred me to someone that understood my language. I had to explain all over again it seems like they dont keep adequate notes and lack of system activity because the last person could not see what was originally wrong with the stop payment before it was fixed. The explanations I got as to why I can see the retry item pending vs initial item was because the first ACH item was just an authorization that was submitted and because it was NSF thats why the item doesnt show on my account. I asked the question you dont process your ACH exceptions the same regardless of the reason why it will be returned? The representative kept insisting that it was not in a transaction that it was an ACH authorization like a card authorization. I know you can not submit an authorization for an ACH item and they give back that its not enough to clear the item you either submit the transaction or you dont. Then an explanation given was that because the stop was not placed correctly that is the reason why I see the retry payment on the account and not the initial transaction. If the item was stopped correctly by the representative who assisted in placing stop on XX/XX/XXXX item would not be pending. I stressed the importance of needing my money available and that I had did my due diligence in placing a stop payment expecting for a stop payment and now my funds are held up. What was truist going to do to give me access to my money now because I cant handle my affairs. I was told there was nothing that they can do, but that the item has to pend and they could not give me an ETA as to when my funds would be available. A bunch of sorrys were given by multiple representatives but that did not fix my situation. One representative told me I could dispute the transaction. I asked specifically does that dispute mean Im saying that the item is unauthorized and you return it back to the merchant they said no they said the dispute would be with Truist that truist would give me my money back and they would not return the item back to the merchant another representative clarified it would be considered an ACH dispute And that the item would be returned back to the merchant as authorization revoked. I didnt think I could do that being I initially authorized the transaction, but I realized the error in the transaction I made and tried to stop it two hours after authorizing the payment with merchant and then through bank. I then asked for the 15 to 16 digit trace number for the ACH transaction of the initial item because I did not agree with explanation given. They submitted an ACH authorization versus an actual ACH transaction. I was told Id get a notice in the mail. I said no I need the information now. Finally, the individual was able to reach out to their ACH department so she said and get the information requested. I also specifically asked for the sec code for the initial transaction because I was curious as to how it was submitted because I was unaware of what the lady was explaining on the phone. She said that the two transactions were not submitted the same they were submitted differently. I get it one would say retry because obviously youre trying to still satisfy the payment, but it didnt make sense. The last representative also said they shouldve read a disclosure to me when they placed a stop payment that tells me what happens if the item is presented, the item may pend on my account. I told her I couldnt quite recall, but I think he did provide a disclosure but also if youre gon na tell me that an item is going to depend on my account, you need to be clear and say it will hold up funds in your account Ive never seen this type of process before All day long. Still that statement contradicted the fact that she said if the stop was placed correctly, I would not see the pending item on the account so make it make sense. I can understand for a few hours, but all day long?! All in all my money is pending. I dont have access and I am severely inconvenienced. I did not get a resolution to my situation. Other than they corrected the stop payment that their representative had initially screwed up. I dont think its fair and I think they shouldve stepped out of the box and made this situation entirely right cause now I dont know if the transaction is gon na pay which is gon na leave me longer to not having access to my funds or if its going to reject and then Ill have access to my funds on Saturday, so they say if the item is rejected but either way I am inconvenienced and cant do anything. Ive been using Truist as my primary financial intuition, but I may need to change. Have a family of 5 and I dont have a whole lot of money that I can go to another account and just use that while the situation gets fixed I dont agree with the explanations, how this is being handled. I have to be accountable in its entirety if I make a mistake but Truist has made an error in my account. And all I get is a sorry, but your funds are going to pend never mind what you have to get done today Your funds are still going to pend. I dont have family I can ask to borrow money. I dont want to take out a loan and cause more fees and debt for myself. If this item pays which they could not clarify if it will or will not due to stop payment error I could be out of funds until Tuesday XX/XX/XXXX because this upcoming Monday is a holiday. Ive banked with several financial institutions from banks and credit unions in the past. This is the worst experience I have ever had. XXXX was great the last representative in having empathy and actually trying to assist me but the issue was still not resolved. Im so frustrated. I probably am missing items that need to be in this complaint.

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