Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Fees charged for closing account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On or about XX/XX/XXXX, my business checking account was hacked, and my banker, XXXX XXXX, instructed me to close the account ending in XXXX and transfer the funds to a new account ending in XXXX. We thought he closed it, but he only put a hold on it. When XXXX XXXX hit the account for their fee, they hit the XXXX account, which did not have the funds in it. So instead of calling or emailing me they opened a line of credit account number XXXX and started funding their fees from that account. The XXXX or someone would hit the XXXX account, then hit the XXXX account to pay the bill, which caused an overdraft fee of {$25.00}. I was sent a late payment due from Truist by email on XX/XX/XXXXXXXX  of XXXX which I thought was a c/c payment that I missed paying by XXXX XXXX. I immediately transferred funds from the XXXX account, and I thought everthing was OK. I saw this in the XX/XX/XXXX statement. I thought the account was closed. We had sold the business XX/XX/XXXX and were told to keep the checking account so that we could collect past due payments that were ours before XXXX XXXX. We decided to close the Truist Merchant services account XXXX on XXXX XXXX. Since we were no longer receiving funds from the old accounts receivable. I would go see my banker and here would refund the {$25.00} on the XXXX account but I did not know the line of credit was still open. I closed our business c/c cards in XXXX of XXXX, thinking the issue was settled. The Truist c/c people said I had rewards credit of {$110.00}, and I told them to credit the current XXXX business account and I would close the XXXX account and be done with Truist. Instead, she put the funds in the XXXX account which I had never used so I had to call her again and she said she would send us a check with in 2 weeks. We waited and it never came. I noticed on XXXX XXXX  thet our XXXX account had been hacked again. Truist did refund the money of {$390.00}. We were waiting on the refund check but it never came in the 2 weeks as promised, and we were afraid that we might get hacked again. So we closed the account XXXX on XX/XX/XXXX. We received the refund check postmarked XX/XX/XXXX. Its made out to XXXX XXXX XXXX XXXX which we have no way of cashing or depositing since all accounts are closed. I just got a notice from Truist on XX/XX/XXXX, that XXXX XXXX XXXX XXXX is being turned over to the Truist Bank XXXX Department. The amount now is at {$160.00}. This all started with a cash fee charged by XXXX or someone to the credit line account XXXX, which I never used. I called Monday and was on the phone for 4 hours, and again today they called me and I was again on the phone for 2 hours. Truist just keeps transferring me from department to department, and no one can give me an answer. Today, the lady said I would be turned over to the credit bureaus if I did not pay the $ XXXX offered to pay the original {$25.00} to settle, and she said they would only take {$68.00}, which I feel is still Truit 's fault. I refuse to give Truist any C/C info or another bank account for fear of them causing fraud again on any of my accounts. Please, if you can resolve this issue, I would deeply appreciate it. Sincerely, XXXX XXXX XXXX

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