Consumer complaint received 2022-02-24
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2022 I spent around three ( 3 ) hours on the phone trying to gain access to my accounts. 

The first two calls ( to XXXX ) resulted in being on hold after long holds ( 47 and 32 minutes ) only to have the calls become disconnected without speaking to anyone. There is no option to leave a call back request in light of the unreasonably long hold times. 

My third call resulted in me finally reaching an individual named XXXX ( employee ID # XXXX ) who said he actually works for an overseas third-party vendor and not Truist. We spent a long time on the phone trying to gain access to my account including having two ( 2 ) separate temporary passwords, neither of which worked. After the 2nd temporary password failed to work, it became apparent that XXXX did not know how to resolve the situation and he stopped talking or responding on the phone. Thinking I was maybe placed on hold without being told I was being placed on hold, I stayed on the line for another 12 minutes. I keep asking XXXX if he could hear me but there was no response. Since I had given this person my phone number on two occasions so he could text me the temporary passwords, I assumed I would receive a call back from Truist overseas third-party vendorI did not. This call lasted 1 hour and 43 minutes. 

On XX/XX/2022 @ XXXX XXXX I called and spoke with the manager at my closest Truist location ( XXXX XXXX XXXX, XXXX Georgia XXXX ) on the issue. He told me he could not help me and I needed to call the same corporate customer service phone number which was already unsuccessful. This is contradictory to the emails being sent by the Truist organization which read exactly : For additional assistance, please call us at XXXX or visit any Truist branch. 

I then searched the Truist website for any kind of customer service, support or management email address or live chat and was only able to find an email address for a local Truist employee named XXXX XXXX who has the job title of XXXX XXXX. 

On XX/XX/2022 I sent an email to Ms. XXXX ( XXXX ) outlining my exhaustive efforts and pleading for assistance in the form of a simple phone call from any Truist employee. My email also advised that in the event the issues are not resolved by XXXX XXXX on XX/XX/2022, a formal complaint will be filed with the Consumer Financial Protection Bureau. 

I did not receive any response from Truist in neither written or verbal form. 

This problem relates to the multiple accounts I have with Truist. I currently can not access my accounts, use mobile deposit, or bill pay. This includes my business account which is causing a business interruption within our organization. This interruption has resulted in lost time in addition to ceasing financial activity which is translating into a negative financial impact.

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