Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
CHRONOLOGY OF EVENTS XX/XX/XXXX I submitted Check # XXXX via mobile deposit and received a credit of {$420.00} to my checking account. This transaction was accurate and without issue. XX/XX/XXXX {$420.00} was debited from my account and I was given an adjustment case number. XX/XX/XXXX I received a letter stating that the adjustment was made because Check # XXXX had allegedly been deposited twice. As I did not deposit this check a second time, I contacted customer service by phone. Over the course of a two-hour call, I was disconnected twice, told the duplicate deposit was my fault, had the letter read back to me verbatim, and was refused a supervisor. I was ultimately directed to visit my local branch, as the representative stated that " the branch is responsible for deposits. '' XX/XX/XXXX Following those instructions, I visited the Truist branch at XXXX XXXX XXXX, XXXX, Virginia at XXXXXXXX XXXX and met with branch representative XXXX XXXX. After two additional hours on the phone with customer service, no resolution was reached. XXXX XXXX committed to providing a solution by end of day. No follow-up was received that day. XX/XX/XXXX XXXX XXXX called just before XXXX XXXX to inform me that Check # XXXX had been deposited at XXXXXXXX XXXX and to ask whether I held an account there. I do not. She then asked me to return to the branch to file a fraud claim, which I did immediately. Another call with customer service lasted from approximately XXXX XXXX XXXX XXXX XXXX, again without resolution. I was provided copies of the cancelled check as deposited at Truist on XX/XX/XXXX, and as deposited at XXXX XXXX on XX/XX/XXXX the basis for the XX/XX/XXXX adjustment. Both copies appear to be identical : the same check made out to me, bearing my endorsement, and marked for mobile deposit. I left the branch with a Truist Client Advocacy case number. I also submitted a written complaint to the CEO of Truist requesting that the bank acknowledge its error and restore the {$420.00} to my account. XX/XX/XXXX I was contacted by XXXX XXXX of Truist Client Advocacy, who indicated she would investigate the matter. XX/XX/XXXX XXXX XXXX called to inform me that there was nothing that could be done and no path forward to reverse the adjustment. SUMMARY AND LEGAL BASIS FOR CLAIM Truist has made an error and has declined to correct it. This constitutes a violation of the following : 1. FAILURE OF ORDINARY CARE Under the Uniform Commercial Code ( UCC ) and Regulation CC, banks are required to exercise " ordinary care '' in processing transactions. A duplicate check bearing an identical check number and amount should have been flagged by the bank 's automated systems prior to the second payment being authorized. 2. CHECK 21 ACT INDEMNITY Under the Check Clearing for the 21st Century Act ( Check 21 ), the bank that accepts a mobile deposit image is generally required to indemnify other parties for losses arising from a check being paid twice. I am requesting that Truist immediately return {$420.00} to my account and pursue recovery of those funds from XXXXXXXX XXXX which processed a duplicate deposit of the same check.

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