Consumer complaint received 2025-06-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am writing to you today to request your immediate assistance with a critical and deeply distressing situation, involving my bank accounts. The events that have unfolded have resulted in severe financial hardship for my family, and I believe they stem directly from misinformation and a lack of proper protocol on the part of the bank. 
On XX/XX/year>, I contacted XXXX  to approve a large transaction for XXXX, with the understanding that the increased spending limit would be temporary ( 24 hours ). This approval process was complicated by an initial error where the transaction was mistakenly approved for an incorrect account. Although the correct transaction for {$18000.00} eventually showed as pending and the funds were deducted from my account, by XX/XX/year>, the {$18000.00} reappeared in my account and was no longer visible in my transactions. 
Upon contacting XXXX, I was informed that their records indicated the payment had gone through and had not been returned. This conflicting information initiated a two-week waiting period to verify the payment status. During this time, XXXX, proposed a resolution that would involve returning the {$18000.00} ( if indeed received ), while retaining my initial {$4000.00} deposit and an additional {$2000.00} to terminate the contract. 
Given the uncertainty, on XX/XX/year>, I contacted XXXX customer service and spoke with a supervisor. I explained that I had not yet received the RV and was concerned about the funds. The supervisor confirmed the transaction was initiated on XX/XX/XXXX, it was never completed on their end. Crucially, she assured me twice that my funds were safe, stating that transactions only pend 5-7 days and that this one was to old to process. She explicitly told me there was no need to place a stop payment as the funds would not be processed without my further approval. I had specifically asked for a stop payment and was advised against it. 
Despite the assurances on XX/XX/year>, the {$18000.00} was unexpectedly pulled from my account, resulting in an overdraft of over - {$17000.00}. This directly contradicted the information provided by the supervisor. I immediately reported this as fraud, as the funds should not have been released, especially after I sought to prevent their release. 
On XX/XX/year>, I visited the XXXX  in XXXX XXXX, AL. After a prolonged and unsettling questioning period Vice President of the bank met with me. I expressed my desire to close my other checking account due to a complete loss of trust in the bank 's ability to protect ny funds. She apologized, stated that they had never encountered such a situation, and reiterated that all staff are trained on the 5-7 days pending rule. She also expressed confusion as to this and why my accounts retained a large spending limit beyond the 24 hour. No one could clear that confusion for her as well. She then persuaded me not to close my account. Assuring me it was unrelated and safe. She acknowledged that the supervisor who told me that the transaction wouldnt go through was operating under what she believed to be correct bank policy. 
However, on XX/XX/year>, the funds in my other account were emptied to cover a portion of the negative balance, leaving me with nothing to pay for my family 's necessities as a direct result of these events. I am now {$24000.00} into XXXX  that I still do not possess, and I owe XXXX {$9.00}, XXXX with no means to meet my financial obligations or care for my family. 
While I am pursuing legal action against XXXX, this is a separate issue from the bank 's failure to protect my funds. I explicitly sought to prevent this transaction from going through, yet my banks internal processes and the advice of its employees led to this devastating outcome. A transaction initiated on XX/XX/year> somehow remained pending until XX/XX/year>, and then processed despite repeated assurances that it could not be. Furthermore, the vice president 's assurance on XX/XX/year>, that my other funds were safe, was directly contradicted by the depletion of those funds on XX/XX/year>. 
Adding to the frustration. I received usps dashboard alerts about xxxxxx mail while I was still in Alabama despite the bank being aware of my ongoing relocation to Virginia. I also missed XXXX calls from xxxxxx and was unable to reach that specific contact person when I returned those calls. XXXX told there was no way to reach them. There were no updates regarding my claim in the bank app, and I only learned of its denial when my other account was emptied. When I last checked with the vice president of the Bank she advised me the matter was still under investigation. 
I did everything I was supposed to do as a customer by immediately contacting the bank and asking for a stop payment. I was not protected because of what appears to be a systematic failure in understanding and applying their staff on rare but clearly possible occurrences. A simple stop payment, which I requested would have prevented this entire ordeal. 
I find the situation to be disgusting and sickening. It is not only ruining my credit but has also left my family in an incredibly precarious financial position as well as homeless. I trusted xxxxxx twice and have severely been let down. I urgently need the funds from my other account to be returned. The bank has chosen to be a party to this problem, rather than remaining an impartial guardian of my funds.

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