Consumer complaint received 2024-03-08 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: GA

Complaint narrative:
We have multiple accounts with Truist/BBT , and one being my sons student account that I am on with him. He over drew the account by XXXX XXXX, yes XXXX cent XXXX cent! I went in to transfer money this morning and notice the {$36.00} nsf fee. I had this problem with them several months ago, the same thing happened and he was credited the {$36.00} fee back then due to this account being a XXXX account. These fees are NOT to be charged now as we corrected the overdraft option at that time. They walked us through how to make sure it never happened again. When this occurred XXXX month ago, we were told how to fix the issue by going into account setting and changing the Overdraft overage by sliding the option over ( see attached photo account ending XXXX ) I am unable to get the fee returned to us today for the XXXX XXXX, and theyre being deceitful In their practice and they will not honor the options we as a customer put in place to keep this from happening. I started off talking with XXXX, the XXXX at the XXXX location in XXXX ( XXXX ) He could not understand why any of this was happening and saw everything I saw. He put in for an escalation to which XXXX ( XXXX ) called me. I asked Both XXXX and XXXX multiple times why set these measures up if they go back on them. XXXX, in client advocacy told me well, sometimes this can happen on some charges coming through. I continue to ask XXXX multiple questions as to their practices of deceit only to get no where, XXXX emotion, XXXX sympathy, just nothing except I was told the call was recorded. I was happy to hear that!. First off, this is a student account and were not suppose to have any charges to begin with, at least thats what we were told upon setting this account up, second we fixed it XXXX months ago to not happen again ( see photo proof ) and third, it is XXXX XXXX!! I have been a customer for XXXX  years, and They do not care becasue they can keep getting away with this behavior. Theyre a huge bank and dont worry over stealing a customer money. This is, in my opinion, stealing my money! I will be leaving this institution and going to my credit union. There are so many lies and deceit with this bank, I wonder how they can continue to harm their customers and get away with it like this. I can not get an explanation from them as to the settings or protection their system is suppose to protect us from. What good does this option with no overdraft protection do if they refuse to abide by their own rules. Its deception and stealing at its worst, and I did mention I would be contacting you. I do want my refund, but I still want this bank to explain how they can keep lying and getting away with these things. I am considering a law suit just because of the nature of this incident. I would like them to more than explain, and feel fines should be imposed on them for this! I would like very much for the cfpb to investigate this wrong doing and please help!

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