Consumer complaint received 2024-08-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
XX/XX/XXXX I deposit a check from an insurance company into my account. I was told that it would be a hold on the account. I waited a couple of days and still no money appeared in the account so I called the XXXX number and they ask that I give them a chance to review my account and came back and told me that they couldnt release the funds and that I would received it XX/XX/XXXX. I filed a compliant with that person -- she stated that there was no one else that I could speak to and that they didnt have a way for me to file a formal compliant. I went into the bank and spoke to a XXXX lady banker ( I dont remember her giving her name ) she took my ID and card and said that the bank would need to verify the funds with XXXXXXXX XXXX to release it. She called a local XXXX branch and they gave her a telephone number. She called the number and then hung up and stated that she didn't have a code to give to the service rep. I told her that I would call them and try to locate a number for the bank to call and come back when I find it. I called XXXX they stated that XXXX can verify the check but also gave me a telephone number for the bank can call. I return to the bank and the same lady was not there so spoke to XXXX who knew about the situation. I told her what XXXX and XXXX said. Called XXXX and they stated that they can verify the check was valid with no holds and this is the normal process. She called the XXXXXXXX XXXX we talked to a couple of people that stated the same thing and I asked if she had a manager I could speak to she said they were out but I could go to the XXXX branch to speak to one. I asked if she could contact her and she said she had already emailed her and was waiting for a response back. XXXX stated she heard from XXXX the manager and she wanted me to contact her. I called while at the bank she stated that they couldnt release the hold and then began to imply that I was preventing and/or harassing XXXX from doing her job because I was there trying to resolve my check hold that the first banker ( XXXX lady ) just said needed to be verified. I thought her job was to assist clients with their concerns. 
She told me the hold was on there because of my relationship with the bank I stated it couldnt be Ive be with this bank over 15 years. I then read her what the receipt stated. I request to esculate to her manager she didnt say no but stated that she couldnt provide me with that information. XXXX then got someone on the phone that stated that they couldnt go into someones account without their permission and they could verify with the issuer which is XXXX. XXXX stated why would they ssue a check that they dont have the funds to support. On the receipt it states that the reason BBT is taking this action is because my account has been overdrawn multiple times in the last six months. The charges are {$10.00} and {$5.00} charges for streaming service which a paid a {$36.00} check fee that was on autopay and cell bill which was on autopay before I realized my deposit wasn't being applied. I was also charged service fees for no direct deposits. This was due to a glitch in the VA payment system I am a veteran and my payments for some reason was being sent back to them when I noticed it the VA sent like four payments to account for the error. My account ended up being negative because the payments are on autopay and I didn't understand that I wasnt receiving my payments.

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