Consumer complaint received 2021-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Fall XXXX, SunTrust closed my XXXX XXXXt without informing me. Every time I went to an ATM to try and transfer money into my XXXX XXXX, I was blocked and led to believe that it was an invalid account. Also, during this time, the SunTrust app wouldn't work at the time of an update. My password had been tampered with, so I couldn't get in the system to see what was going on in order to fix it. The lobby wasn't open outside of my work hours, so making it to the bank in time to speak with someone was difficult for me during this time. I was charged over {$800.00} in overdraft fees with zero resolution. One day, finally, I was able to make it into the lobby just before they closed, I spoke with a banker and a teller. The banker confirmed that the app had been updated and some were having issues with it. This is the day when I was finally told my XXXX XXXX  was closed. I asked them to provide proof that they sent me a notice ... ..they couldn't. I immediately withdrew all of my money that I thought was in my savings, but found out had been put in a 2nd bank acct that I did not open or knew even existed. While withdrawing the money, I asked the teller if anyone else is having problems with the ATM 's ... ..she said " yes ''. 
I attempted to speak with a professional from Suntrust corporate, trying to give Suntrust a chance to do the right thing ... .own up to the merger and the destructive domino effect it's had on the customers who bank with SunTrust XXXX Instead of getting a professional, corporate had a woman named XXXX XXXX ( XXXX ) call me. She lied about the merger during our first conversation ... ..completely denied the merge was even happening. She never investigated my complaint based on the time b/t my complaint and her phone call ... .she lied about that too. She blamed me for not figuring out a way to know the details that she knew SunTrust intentionally kept hidden from me. I asked her for proof that they attempted to let me know about the closing of my XXXXXXXX XXXX and she kept changing the subject while continuing to ignore my question. Also, she could not provide an explanation as to why my XXXXXXXX XXXX continued to work for at least 2 weeks meanwhile charging me an excess of $ XXXX {$900.00} fees in overdrafts. I had no alerts, and no way of accessing my bank account to see that SunTrust had closed my savings. I had no way of knowing that they opened up a 2nd XXXX XXXX then moved my XXXX into the XXXX checking acct without my knowledge and authorization. Meanwhile, ALL of their online banking/apps/atm 's were NOT accessible, and I worked during the lobby hours. I did NOT appreciate XXXX XXXX and SunTrust attempts to blame me ( the customer ) for their obvious unethical behavior and unwillingness to make it right. Nor do I appreciate XXXX XXXX 's blatant lying about the existence of the merger ( recorded in phone call Fall XXXX ). 
I am still having issues with SunTrust blocking my access to oversee and monitor my own bank account. Again, online banking and the mobile app are not working. I called earlier this week about the online issue. A nice man was trying everything possible to help me. His last resort was for me to clear out cookies on my entire desktop. Since I use my home computer for multiple purposes, I didn't think that was a good idea. I asked to speak with someone from corporate, so he kindly sent my information to corporate. Well, XXXX XXXX called me. She was just as rude, disrespectful, and unethical as she was the first time we spoke in XXXX. She again blamed me because I wasn't willing to clear cookies on my entire computer and risk wiping out everything on my desktop ( recorded phone call XX/XX/XXXX ). 
In addition to the aforementioned issues, transactions that I blocked were allowed, deposit and withdraw dates/times were switched around, I believe in an effort to collect additional overdraft fees. My numerous attempts to address these issues and seek reimbursements have been futile. SunTrust has taken zero accountability. 
On Saturday, XX/XX/XXXX ... ..I called the SunTrust XXXX XXXX XXXX in XXXX, GA ( XXXX ) and spoke with XXXX XXXX XXXX I wanted to meet with the XXXX today and try yet again to sit down face to face to discuss what is going on with my account. I'm still unable to access and manage my bank account via the mobile app and online banking. I explained to XXXX XXXX that I'm getting text messages indicating there have been charges ( un-authorized ) and overdraft fees. I haven't used my XXXX XXXX nor have I approved any transactions. SunTrust has blocked me from accessing my online/mobile app so I have no idea what's going on. XXXX XXXX wanted me to wait until the following Monday, XX/XX/XXXX to meet with her. Meanwhile, SunTrust continues to allow my bank account to be vulnerable to un-authorized transactions and accumulate enormous overdraft fees. Again, I tried to explain to XXXX XXXX why I needed to meet with her today. I told her this has been an ongoing issue, and that I have already filed a complaint with XXXX XXXX XXXX responded that she wouldn't be able to help me with my bank account since I filed a complaint with XXXX She said that XXXX  will be the one who needs to help me resolve this issue with SunTrust ( my current banking institution ). 

*All proof of documents, records of phone conversations, screenshots, etc. can be sent via email.

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