Consumer complaint received 2023-07-14
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
XX/XX/XXXX - Opening deposit funds were posted to my account ( Account # XXXX ) XX/XX/XXXX - 1st Direct Deposit posted to account XX/XX/XXXX - I transferred out funds using XXXX. The funds I transferred out were sent to my XXXX XXXXXXXX account, which had been open for over 5 years. ( I had to use XXXX because there was no option through the mobile app or the web browser to finish verifying the trial deposits for my XXXX XXXX external account. It took 5 additional days for the option to eventually show after the trial deposits were posted in my XXXX XXXX account. ) XXXX - I noticed I was not able to access online or mobile banking. I also did not receive any communication from Truist by phone or email. I also still have funds in the account that I am not able to access. 
XXXX - I called Truist customer service to regain access to my account since I had not received any communication from them thus far. They told me my account had been closed for fraud and the department I needed to speak with was closed for the remainder of the day. Furthermore, they said I would need to call back by during business hours before XXXX XXXX  EST. I am provided with no means to access my funds nor will they allow me to rectify the issue online or over the phone. 
XX/XX/XXXX - I called back Truist customer service and was transferred. They told me I would need to go into a branch with two forms of ID and did not provide further reasons why my account was closed. They did not provide me with any means to access my funds. I am provided with no means to access my funds nor will they allow me to rectify the issue online or over the phone. 
XX/XX/XXXX - I drive to the XXXX XXXX branch in XXXX, MD with my two forms of ID ( driver 's license and US passport ). I am assisted by XXXX XXXX, XXXX. XXXX XXXX. XXXX contacts other Truist personnel and confirms she is not able to re-open my existing Truist account. She informs me my only option is to open a new Truist account where they will transfer my remaining balance from the old account to the new one ( account # XXXX ) and they will also transfer the current promo ( promo code : XXXX ). I agree and I wait two hours while she tries to rectify this issue. At the end of our meeting, I have a new Truist checking account and the funds have been transferred, but they are still working to transfer the promotion from my old checking account to my new one. XXXX mentioned this can take up to 25 days and she will email me once this is completed. I was also not given the option to submit an opening deposit even though I had my debit card available. Furthermore, I still do not have access to online banking so I can not confirm what I have access to and what is correct. I am still in the same circumstance I was in as of XXXX because I still can not access online banking and I am not able to utilize my checking account. Truist did not provide me with any means to rectify their mistake before closing my checking account. They also did not communicate this concern to me or provide guidelines to clarify what constitutes " normal uses '' for a checking account. These actions committed by Truist created a predatory customer service experience and significantly delayed and obstructed my ability to complete the sign-up offer. Furthermore, there has been no communication on whether my previous account activities will be considered for the new checking account promotion.

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