Consumer complaint received 2023-05-11
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a Truist One Checking Account in XXXX after being targeted by a advertisement on XXXX. The ad stated that I could " earn {$400.00} with a new Truist One Checking account. '' The terms of the offer as advertised included : - Complete at least two qualifying direct deposits, totaling {$1000.00} or more and be made within 90 days of account opening. 
- Enrollment require at time account is opened using code XXXX. 
- Available only to US residents with US Tax Payer ID with mailing address in AL, AR, GA, FL, IN, KY, MD, MS , NC, NJ, OH, PA, SC, TN, TX, VA, WV, or DC. 
- Account must remain in open and in good standing until the reward is processed. 

The terms further detailed award forfeiture, stating " forfeiture will occur '' if : - the checking account is changed to an account type not included in this client offer - the account is closed prior to the reward being processed- the new account has a negative available balance at the time of qualification validation After reading these terms, I opened the account using the code as directed and received notification via email that I had opened the account and was enrolled. 

I then received notification last week that the account bonus was not earned. When I asked why, I was transferred to multiple customer support specialists- all of whom were unable to tell me why. 

The account remains open and in good standing through today, has never had a negative balance, and has received multiple direct deposits in the amount of $ XXXX {$510.00} per each ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) which total well above the {$1000.00} requirement. I have not changed the account type ( it is still the original Truist One Checking account I opened in XXXX ), direct deposits were made within 90 days of opening that exceeded the required total, I am a US resident with a US Social Security # and mailing address in PA. All stipulations and requirements have been met and nothing has been done to forfeit the offer based on the terms communicated and advertised at account opening. 

After I explained all of this over the phone and the multiple agents struggled to determine the issue, I was promised someone would get back to me within XXXX business days after they had the chance to investigate further. 

I received the callback this afternoon. The agent ( XXXX XXXX from XXXX, TN ) was rude and unhelpful. She told me that my account violated the terms because it had a negative balance in XXXX. I explained that the account has never had a negative balance ( and I confirmed again that the account has never been and is not currently in a negative balance ) and that a simple review of my statements would prove that. 

She continued to argue that it didn't matter, that the account did not receive the promotional bonus, and they would not be honoring the advertised promotion. I expressed that I followed the terms of the offer and read them to her verbatim from screenprints I took from the ad. She dismissed me, said it didn't matter, again argued that my account had been in a negative balance, and then abruptly hung up on me when I expressed that I would file a complaint with the CFPB if they didn't uphold their end of the deal. 

Given she hung up on me and the issue still has not been resolved after multiple conversations, at this time, I am opting to file the complaint with you all as the bank is leveraging unfair and dishonest advertising to con customers into opening new accounts, depositing funds, and setting up direct deposits to their bank only to refuse payment of the terms agreed upon at the time the account was opened. I am asking for your help to hold them accountable for this and to compel them to make good on their promise as advertised. 

Please note that I am also not the only customer having this issue. There are several of us that have gone back to their ads on XXXX and called out these issues in comments to their ads. In all cases, multiple people state the same issue : Truist is advertising one thing to get us to deposit our funds with them and then pulling a bait and switch once we're in the door. Unfair, deceptive, and very sketchy behavior. 

Please let me know if you need any further information from me to investigate further or to proceed with this complaint. Happy to provide whatever is needed to ensure Truist is held accountable.

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