Consumer complaint received 2023-08-08
Company: TRUIST FINANCIAL CORPORATION
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
PROBLEM : Truist Bank wont let me transfer money from my accounts I left Virginia in the XXXX for XXXX on XX/XX/XXXX to be closer to my XXXX grand-kids then aged XXXX and XXXX in XXXX, as, aXXXX XXXX XXXX  of age, I was getting too old for the stress of the journey back and forth across the XXXX. My address there was XXXX XXXX XXXX XXXX, XXXX, VA XXXX. 

Before that, on XX/XX/XXXX, I informed my bank of almost 20 years, Suntrust, of my new address in XXXX, which was XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX. 

At that time, Suntrust was in the process of merging with the BB & T bank to form Truist Bank. 

I was sent a Wire Transfer PIN number, needed for accessing my account, to my Irish address valid from XX/XX/XXXX to XX/XX/XXXX, and on XX/XX/XXXX, I wired most of the proceeds from the sale of my US house to my bank in XXXX in preparation for the purchase of a house there, leaving the account open and where there is currently about {$40000.00}. 

In XX/XX/XXXX I tried to wire money again but was told that my PIN number was invalid and that I should contact my local branch, which was now Truist bank. Nobody at the branch could help me with international wire transfers other than that I would have to visit the local branch and sign an application for a new wire PIN, despite the fact that I had a valid PIN and now lived over XXXX miles away. 
As my local branch staff couldnt help me, I was referred to their corporate customer service group. I spoke to a number of people in their customer service department who gave me the same advice, in that I would have to visit the branch and sign a form for a new Wire Pin, even for a cashiers check. 

On Tue XX/XX/XXXX, I emailed XXXX XXXX, the branch manager, asking for his help but got no reply. 

After literally dozens of transatlantic phone calls I finally spoke to a lady in their wire department who told me that it could be done remotely, and she emailed the instructions to me to pass on to my branch manager. She also told me that Truist had changed the procedure afte r I moved and had advised customers to apply for a new PIN at the address held by the bank for them. I have received no communication from Truist since the day I left, save for the regular email notifications of online statements availability with my new Irish address on them from XX/XX/XXXX. They also never sent me a replacement debit but every time I log on to their website I get a pop-up telling me to activate my card. 

I forwarded the instructions from the wire department to the branch manager, and he then replied to my email with the needed forms which I then had notarized, and sent the package back to him by registered mail.

When I checked the tracking info the USPS showed undelivered as We tried to deliver your post at XXXX on XXXX XX/XX/XXXX. 

I emailed the manager to find out what had gone wrong, but he didnt reply.

I phoned several times and left messages but got no reply. 
I phoned the lady in the wire department several times, and emailed her, but got no reply. 

I then duplicated the documents and sent them to a former neighbour and she delivered then personally to the branch manager on XX/XX/XXXX. 

I waited a month and phoned the manager on XX/XX/XXXX, and again on the XXXX, XXXX and left a message on voicemail for him but have received no reply. 

Since XX/XX/XXXX I have been trying to access my money at Truist to no avail, and now, to add insult to injury, theyve started levying service charges on each account, which Ive never had to pay before. 

US Address : XXXX XXXX XXXX XXXX, XXXX, VA XXXX. 
Irish address : XXXX XXXX XXXX  XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX  Truist Bank XXXX XXXX XXXX XXXX XXXX Washington XXXX XXXX XXXX, VA XXXX Office : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : 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 explanation