Consumer complaint received 2020-12-04
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
This is now my third complaint being made through CFPB. The two previous complaints did not answer my concern. I opened an account online. I was in Pennsylvania a few days after opening my account and deposited a check. I never received my debit card and when I contacted BB & T I was told it was issued and used. So the claim was submitted, I filed a police report and identity theft form through the FDIC, sent in all information to BB & T. The funds were returned back to me however BB & T closed my accounts. Which Im 100 % okay with beings this is the most horrendous company Ive ever dealt with. I received a letter dated XXXX XXXX,2020 stating all of my accounts were closed. In the two previous responses to my CFPB complaints I was told again and again that my accounts were closed to visit a local branch to obtain my funds. Ive requested a check be sent several times and each time Im told I would have to go to a branch to receive my money. When I spoke with BB & T on XXXXXXXX XXXX,2020 the representative rudely told me I have no choice but to go to a branch and that there was a branch 11 miles from me. So today XXXX XXXX2020 I was able to borrow a few dollars from a friend to make this 11 mile trip. However when I look up the directions, theres no branch 11 miles from me coming up on BB & T website for branch locations. The closest one is 40 minutes away. Again I contact the centralized fraud department at XXXX. Again, Im spoke to like a piece of XXXX  criminal and told they werent the ones that told me it was 11 miles away and my only option is to go to a branch to retrieve my money from these closed accounts. So I contact the nearest branch in XXXX Pennsylvania at XXXX. She pulls up my account information and informs me that the two checking accounts that I received letters from bb & t informing me the accounts were closed and the 2 previous responses I received through CFPB complaints informing me that my accounts were closed, are actually not closed. They are blocked and it says unable to withdraw from these 2 accounts. Thank goodness I didnt travel there to be told this because I would be in jail right now. So BB & T has been lying in the letters sent and through the CFPB responses. Nor am I able to retrieve my money at a local branch like BB & T has told me several times I can. Ive done everything possible to get my money out of these accounts. BB & T refuses to give me my funds I deposited with them. Ill repeat again so I dont receive the same generic responses I got the past 2 times. I DO NOT CARE THAT THE ACCOUNTS ARE CLOSED. I DO NOT NEED TO BE TOLD THAT BB & T HAS THE RIGHT TO CLOSE ANY ACCOUNTS AT ANYTIME. I DO NOT WANT ANY OPEN ACCOUNTS WITH BB & T. I WANT A RESPONSE ADVISING ME THAT THE MONEY IN MY ACCOUNTS WILL BE SENT VIA CHECK THROUGH THE USPS.

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