Consumer complaint received 2022-12-01
Company: TRUIST FINANCIAL CORPORATION
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I was accused of Fraud and Truist is now illegally holding my funds : On XX/XX/22 I went into Truist Bank, located at XXXX XXXX XXXX XXXXXXXX XXXX, XXXX, AL XXXX and opened up XXXX accounts. XXXX business checking 's accounts, and XXXX personal checking account. During my visit to the bank I provided the requested documents to verify my identify as well as paperwork for my LLC. These documents included my SSN, Drivers License and Articles of Incorporation for both of my business 's. The lady who assisted me in opening the accounts had to attempt multiple times to get the accounts open as there appeared to be something wrong with their computer system. Finally after some time she was able to open my accounts and she was even able to verify that I had a previous personal account with Truist so she would simply reopen that one. I was advised before I left to ensure that I funded the accounts and I was provided with documents showing my accounts had been opened and account information for transfer of funds. 

On XX/XX/22 I enroll in on-line bank with Truist and XXXX funded XXXX of the accounts. XXXX for {$500.00} for XXXX business account and the other for the personal account {$100.00}. I had to wait for verification to fund the other business account and when I attempted to log back into my account I was no longer able to access and it advised to call customer service. 

I contacted customer service who sent me back told me to contact the bank. The bank sent me back to customer service and the bank and forth went on for quite sometime. Neither the bank or the customer service knew what was going on. During XXXX of the calls a representative said the account was closed due to XXXX. I was very concerned by this and still no feedback was given on what was causing my accounts to be flagged as fraud. Considering I went into the branch to open my accounts and provided all the required legal documentation. I called back and asked for a supervisor. I finally got someone who was able to explain to me that they use a system call XXXX XXXX  and something flagged which is why the accounts where closed. I asked the rep why is this the first time I am hearing this. In addition, why was I allowed to not only open the account but you all allowed me to fund it. 

I contacted XXXX XXXX and requested a report as I was concerned that someone had done something fraudulent. When I received the report nothing was on the report. I reviewed the report with XXXX of their representative and nothing was being flagged as fraudulent or concerning. I called Truist bank and still no one would explain why I was denied an account, that I should receive something in the mail, and that I would never be allowed to open an account at Truist. As of today I have not received any information from Truist as to what was found to be fraudulent and my funds I used to fund the accounts have not been returned.

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