Consumer complaint received 2025-07-23 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: MD

Complaint narrative:
Subject : Unauthorized Account Re-Aging, Improper Overdraft Fees, and XXXX XXXX XXXX XXXX Truist Bank ( Acct # XXXX ) To Whom It May Concern, I am submitting this formal complaint to request an investigation into unauthorized and misleading actions regarding my checking account with Truist Bank, originally opened in XXXX with XXXX Bank under the name XXXX XXXX XXXX ( also known as XXXX XXXX ) at the address XXXX XXXX XXXX, XXXX, MD XXXX. 

My current Truist Bank account number is : XXXX. 

Account History and Issue In XXXX, my account number was changed by the bank due to fraudulent activity. However, at no point did I close the account, and my banking relationship has remained continuous since XXXX. 

Following the mergers ( XXXX XXXX XXXX XXXX XXXX SunTrust Truist ), I discovered via my Truist online banking app that the account open date had been changed to XXXX without my knowledge or consent. As a result, Truist has applied fee structuresparticularly overdraft feesthat I should have been grandfathered out of based on my longstanding relationship and original account terms. 

This issue has been ongoing since the earliest merger or transition. For over 15 years, I have been subjected to fee structures that do not match the original product terms, and I have not been allowed to opt out of overdraft coverage despite never affirmatively agreeing to such policies. 

Recent Contact with Truist On XX/XX/XXXX at XXXX AM, I spoke with a Truist agent named XXXX. She stated that my account open date showed as XXXX and was unsure why, despite my account originally opening in XXXX. She offered to open a case and encouraged me to accept the new overdraft terms, which I declined. I was later provided XXXX ID # XXXX. 

On XX/XX/XXXX at XXXX AM, I spoke with XXXX XXXX. She acknowledged my account was opened in XXXX and suggested the re-aging occurred during a merger. She confirmed my account had been converted into a SunTrust Essential product, but could not identify the original XXXX product. She submitted a second internal complaint, XXXX ID # XXXX, and stated the issue would be logged for feedback, not resolution. 

Additional Issue : XX/XX/XXXX Overdraft Fees Without Opt-In Between XX/XX/XXXX and XX/XX/XXXX, I was charged seven overdraft fees of {$36.00}, totaling {$250.00}, without my knowledge or opt-in. My current account is still labeled Essential, and I was not presented any option to decline these overdraft charges. 

This mirrors a long-standing pattern of unauthorized overdraft activity that has occurred for years, and the XX/XX/XXXX charges are only the latest example. 

XXXX Violations XXXX Account XXXX violation of XXXX XXXX XXXX, financial institutions must preserve accurate account history and original open dates even when account numbers are changed due to fraud or system transitions. 

Unauthorized Overdraft FeesUnder Regulation E ( 12 CFR 1005.17 ), banks can not charge overdraft fees on one-time debit or ATM transactions unless the customer has affirmatively opted in, which I have not. 

Lack of DisclosureUnder the Truth in Savings Act ( 12 CFR 1030.5 ), changes in account terms and fee structures require written disclosure. I have never received clear disclosures or signed any updated terms. 

Deceptive and Unfair Practices ( UDAAP ) The re-aging of my account and imposition of modern fees under misleading pretenses is deceptive and abusive under the Dodd-Frank Act ( 12 U.S.C. 5531 ). 

Policy Comparison : XXXX Essential ( XXXX ) vs. Truist One Checking ( Current ) XXXX. Overdraft Fees XXXX Essential ( XXXX ) : {$22.00} for the first overdraft, {$35.00} per item thereafter Truist XXXX ( XXXX ) : {$0.00} no overdraft fees charged XXXX. Daily Fee XXXX XXXX Essential ( XXXX ) : No daily limit on the number of overdraft fees Truist One ( Current ) : Not applicable ( no overdraft fees charged ) XXXX. Opt-In Requirement for Overdraft Coverage XXXX Essential XXXX XXXX ) : No standard opt-in required ; coverage presumed unless declined Truist XXXX ( Current ) : Opt-in is mandatory for debit card and ATM overdraft transactions XXXX. Negative Balance Buffer XXXX Essential ( XXXX ) : No buffer overdrafts triggered immediate fees Truist One ( Current ) : {$100.00} negative balance buffer for eligible accounts ( 35 days open with $ XXXX in monthly direct deposit ) XXXX. Overdraft Protection Transfers XXXX Essential ( XXXX ) : Allowed, but often incurred a fee Truist XXXX ( Current ) : Allowed and free if a linked account is used XXXX. Decline Option for Transactions Beyond XXXX XXXX Essential ( XXXX ) : Not consistently enforced transactions were often approved with a fee Truist XXXX ( Current ) : Transactions exceeding the buffer are declined with no fee Records Requested I request the following records : Documentation confirming my original account open date in XXXX Documentation of the XXXX account number change due to fraud Internal records explaining the re-aging of my account to XXXX Full overdraft opt-in history and related authorization ( if any ) Product history : XXXX SunTrust Truist Full transaction-level fee history ( overdraft, NSF, returned item fees ) since the first merger/acquisition Requested Relief Restore my original account open date of XXXX in Truists records Immediately cease charging overdraft fees without my written opt-in Refund the {$250.00} in overdraft fees charged July 1421, 2025 Recalculate and reimburse all overdraft fees from XXXX to present, applying the correct XXXX Essential terms ( no fees without consent XXXX XXXX XXXX {$35.00} structure ) Provide a full accounting of all related fees since the original acquisition Compensate me for any unauthorized or excessive charges resulting from re-aging or product changes Investigate Truists systemic treatment of grandfathered accounts and legacy products Please send all correspondence, updates, and supporting documents through the CFPB complaint portal for transparency and recordkeeping. 

Thank you for your assistance. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, MD 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 monetary relief