Consumer complaint received 2026-04-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On [ XXXX XXXX ], I visited my bank branch to close my safe deposit box. At that time, I removed all contents, returned both keys, and signed the required documents to terminate the agreement. The closure was completed the same day, and I did not access or use the box thereafter. Despite this, I was charged a {$120.00} annual rental fee. I was only approximately two weeks past the due date, and no formal past-due or enforcement process had begun under the terms of the agreement. I received no benefit from any renewed rental term, as the box was surrendered immediately. The assessment of a full annual fee under these circumstances appears disproportionate and not reflective of actual usage. Additionally, I was not provided with a clear written explanation of the charge at the time of payment, nor was I given documentation confirming the closure and billing details. I am disputing this charge as an unfair billing practice given that I received no service in exchange for the fee. These are the emails being exchanged, between the banker 's and the management and Truist Bank- fraud Department . Truist Bank Attn : Branch Manager XXXX XXXX XXXX XXXX XXXX, FL XXXX Date : XX/XX/XXXX Re : Fraud Claim No. XXXX {$120.00} Cash Withdrawal and Safe Deposit Box Dispute Dear Branch Manager, I am writing to supplement my formal dispute regarding a {$120.00} cash withdrawal from my checking account, which is currently under investigation by Truists Fraud Department under Claim No. XXXX. I have been advised that an analyst has been assigned and will be contacting me. This letter is to ensure that your branch is fully aware of the claim and takes immediate steps to preserve and produce all relevant records. As previously described, the {$120.00} was withdrawn in cash by branch employee XXXX XXXX after I signed a withdrawal slip, with the understanding that the funds would be applied to a past-due safe deposit box fee. I explicitly stated that I did not wish to renew the box. At this time, there is no record showing where that {$120.00} cash was applied, deposited, or credited, and no transaction trail has been provided to me. Given that this matter is now under formal fraud review, I am requesting that your branch : Coordinate directly with the assigned fraud analyst handling Claim No. XXXX. Preserve all evidence related to this transaction, including : Surveillance footage Teller drawer balancing records and cash settlement logs Internal transaction and audit trail records Any communications involving this transaction or my account Provide a full accounting of the {$120.00} cash withdrawal, including : Where the cash was physically transferred after withdrawal Whether it was deposited into any internal account, safe deposit ledger, or other account Identification of all personnel who handled or processed the funds Additionally, I reiterate that I did not authorize renewal of the safe deposit box and dispute any related charges. Because this issue now involves a documented fraud claim, failure to account for these funds or preserve relevant records may result in further escalation, including law enforcement involvement and regulatory complaints. Please ensure that all future communication regarding this matter is provided in writing. Re : Consolidated Complaint History and Ongoing Dispute {$120.00} Cash Withdrawal ( Fraud Claim XXXX ) Dear Branch Manager and Fraud Department , This letter serves to formally consolidate the history of my prior complaints and ongoing dispute regarding an unresolved {$120.00} cash withdrawal from my checking account, which was handled at your branch by employee XXXX XXXX on or about XX/XX/XXXX. During a recent discussion, Branch Manager XXXX XXXX advised that he has made multiple internal attempts to resolve and escalate this matter for a refund, but indicated that corporate has not approved corrective action to date. He also referenced multiple related complaint and report numbers associated with this issue, including : XX/XX/XXXX Case ID : XXXX XX/XX/XXXX Case ID : XXXX XX/XX/XXXX Case ID : XXXX XX/XX/XXXX Case ID : XXXX XX/XX/XXXX Case ID : XXXX XX/XX/XXXX prior related complaint reference ( as cited by branch management ) These records demonstrate that this matter has been repeatedly reported and escalated over an extended period, yet remains unresolved. To reiterate, the underlying issue involves a {$120.00} cash withdrawal from my account that was represented as payment toward a safe deposit box fee. However : I did not authorize renewal of the safe deposit box I dispute the basis for the charge There is still no documented accounting showing where the cash was ultimately applied or deposited This issue is currently under active fraud investigation under : Fraud Claim No. XXXX Given the repeated reporting history and internal acknowledgment by branch management, I am requesting : Full consolidation of all listed case numbers into the active fraud investigation file. A complete accounting of the {$120.00} cash withdrawal and its final disposition. Written clarification from the bank explaining why this matter has remained unresolved across multiple reported cases and dates. Preservation of all records, including internal escalation attempts made by branch management. This matter now reflects a documented, ongoing unresolved transaction dispute spanning multiple internal complaint cycles and requires full transparency and resolution. I request all future communication in writing. What the Contract Says About Your Situation Termination Clause ( Page 1 ) The contract clearly states : " The Lessee may terminate this Agreement at any time upon written notice ... the Lessee must vacate and surrender the Box and keys within five days '' " You may NOT be entitled to any rental refund '' This is the banker 's main argument the contract does say no refund upon lessee termination. However, Arguments IN YOUR FAVOR 1. You Were Only 2 Weeks Late The contract 's past due process doesn't even begin until 30 days late At 2 weeks late, the bank hadn't officially started any past due proceedings You came in voluntarily before any formal action 2. You Didn't Actually Renew You never agreed to a new year You immediately surrendered : Both keys All contents The box itself A full year 's charge implies you're renting for a full year but you returned everything immediately 3. No Written Termination Notice Required by You The contract says written notice is required Did the banker give you any written receipt confirming closure? NO Did you sign anything confirming termination? YES What You Should Do 1. Request Documentation Ask the bank for a written receipt of your {$120.00} payment Ask for a written confirmation the box was closed on that date Request a copy of your account closure record 2. Escalate Within the Bank Ask to speak with the Branch Manager Request a formal review of the charge Explain you closed same day and surrendered all keys/contents 3. File a Complaint If the bank refuses to refund : CFPB ( Consumer Financial Protection Bureau ) XXXX Florida Office of Financial Regulation flofr.gov XXXX ( XXXX XXXX XXXX ) 4. Consider Small Claims Court {$120.00} falls well within Florida Small Claims Court limits Filing fee is minimal ( ~ {$30.00} ) You have strong evidence : You surrendered keys same day You emptied the box You never used the " renewed '' year Bottom Line The banker used the contract selectively to justify charging you {$120.00}, but : Charging a full year when you closed same day is ethically questionable You received XXXX benefit from that year 's rental You fulfilled all closure obligations immediately This is worth disputing. The contract language protects the bank from refunds in some cases, but charging a full year for XXXX usage when you proactively closed the account is arguably an unfair business practice.

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 monetary relief