Consumer complaint received 2021-05-07
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I am filing a complaint with your office because TRUIST wrongfully closed three bank accounts ; the account I share with my husband, XXXX XXXX, the account I have with my mother, XXXX XXXX, and my account where I am the only user. I have been with TRUIST for over twenty years, and my husband and I have had a joint account with TRUIST for over three. In that time, we have never as much as bounced a check nor have we have ever overdrawn our account. Despite our solid history with TRUIST, we received letters stating that our accounts would be closed within 30 days but stated no reason as to why TRUIST was closing the accounts. The person who signed the letter, XXXX XXXX, who is the Sr. VP of Operations with TRUIST refuses to return our calls. As a matter of fact, TRUIST is not allowing any of its employees to speak with us except for XXXX XXXX, who is either unable or unwilling to tell us why the accounts are being closed. 

It is my belief that the accounts are being closed because TRUIST is retaliating against us for filing a complaint with TRUIST regarding how they handled a merchant dispute. Over the last month my husband and I have filed several merchant disputes regarding trips we had taken to XXXX  and XXXX. In almost all of the cases the merchants provided us with a credit. In addition to the credits that appear on our bank accounts, XXXX XXXX sent us a physical check which we deposited yesterday. Given that the merchants voluntarily issued a credit shows that the disputes we opened were indeed valid. We provided sound reasoning as to why we were filing the disputes and anytime a merchant issued a credit we notified TRUIST and requested that the provisional credit be taken back. In one instance, I called and emailed the XXXX XXXX Department for two weeks to have a provisional credit removed from the account. 

The merchant dispute that caused us to file a complaint was for a restaurant in XXXX XXXX XXXX. TRUIST erroneously assumed that we received the meal that we paid for, but we did not. My husband and I did everything we possibly could to communicate to TRUIST that we paid for a meal that we never received but they would not take that into account and refused to work the dispute. After spending weeks trying to get TRUIST to properly understand the situation we filed a complaint on XX/XX/2021, at the suggestion of XXXX XXXX, who is a supervisor in TRUISTs Retail Payments Department. The next day the letters stating our accounts would be closed were generated. 

Clearly TRUIST is retaliating against us for filing the complaint. The fact that the letters stating our accounts would be closed were generated the day after we filed the complaint is not a coincidence. What makes TRUIST actions even more suspicious is that they are refusing to provide any reason for closing our accounts.

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