Consumer complaint received 2023-02-18
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XXXX XXXX I log into my Truist Checking account, which was originally opened around XXXX, to check and see why an auto-pay payment had not gone through. 

In XXXX I created my Revocable Trust, obtained certified Trust Certificate, and updated all my financial intuitions to reflect my Revocable Trust with me the Trustee including XXXX ( now Truist ). This checking account is my lifeline. All deposits, online bill payment, paper checks, SS XXXX deposit, etc. 

My checking account is no longer visible, I have no access to my money. So I call Truist at XXXX XXXX XXXX XXXX, XXXX XXXX, NC XXXX. No answer. I call back in XXXX mins and get connected with banking agent. I explain my situation. She tells me who I need to talk to and says she will transfer me. To add insult to injury I get a VM. I left a message and XXXX contact numbers. Hours go by and no return call. So I drive to the branch office located at XXXX XXXX XXXX, XXXX XXXX NC XXXX XXXX I meet with XXXX XXXX Relationship Banker. I explain that my lifeline checking account is no longer accessible on line. 

This is when I'm told Truist made policy changes that went into effect XXXX XXXX XXXX and the new rule is Trustee 's can not write checks or do online payments. Never did she offer any supporting documentation. She leaves the office to go speak with someone. After about XXXX minutes, I got up and looked around to see what happened to her. Not long after she comes walking back.She sits down and tells me she may be able to help if I provide a copy of the Revocable Trust. The contents of my Revocable Trust is none of their business. That's why there's this thing called Trust Certificate that is certified and signed by attorney and notary. They have that. The checking account is under my name, SS number, address, etc. 

She tells my if I'm unwilling to give them a copy of the trust there was nothing else they could do. At that time I told her I wanted my money. XXXX then tells me it will be a week before they have the money because of the sum. I told her Truist had not heard the last of me, I was contacting the XXXX, and anyone else I could for what I consider an illegal action. 

Need I say, I got angry at the fact that they locked me out of my checking account, no notice, no warning, no nothing. So, I filed a complaint with the XXXX XXXX XXXX on XXXX after returning home. 

I emailed my attorney notifying them I need another Trust Certificate so I can open a new checking account under the revocable trust agreement. I can not get that until the evening of XX/XX/XXXX. Starting the XXXX I have to establish a new checking account with a different bank, that is when Truist decides to give my money. I'll have to Re enter all auto pay payee information, bill pay information, direct deposits from, Social Security XXXX, IRA 's, and so on. Sad thing is, all that information is readily available via my online checking account which I can no longer have access to. 

I'm turning XXXX this year if I make it to my birthday. I have major health issues including a XXXX XXXX. I have an adult son that has gone missing for over XXXX weeks now, missing persons report filed. I do need this added stress. And XXXX XXXX sitting across from me saying how she understands how this could be upsetting. She has no idea and I told her so. 

Truist has been contacted by the XXXX. Truist emailed and said they were working on it. I logged into Truist today XX/XX/XXXX, XXXX. No checking account.

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 non-monetary relief