Consumer complaint received 2022-11-04
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
When Truist purchased BB & T, my account was suddenly transferred to the name XXXX XXXX. XXXX XXXX was originally on the account, but had been removed when he was fired. At no point was he the primary accountholder ; that has always been me. 

I have made multiple attempts to address this. I called online banking and was told it had to be handled by the branch. I went to the branch, and this initiated a sequence of horrific errors by the incompetent and unwilling bank manager, XXXX XXXX. 

XXXX initially refused to help at all, saying that this was a matter for online banking. She did not care that online banking had sent me to the branch. She simply refused to help. This resulted in a delay in resolving the problem, as I did not know what else to do. 

When I finally went into bank again to attempt to resolve this matter ( XXXX again refused to help via email or phone, this time telling me to come into the branch ), I was told by one of her employees that he would have to shut down my checking account and open a new one. I asked if he would preserve my online username, and he assured me that he would. 

He then proceeded to close my account and open a new one. It immediately became clear that he had caused my username to be canceled, and upon calling technical support it was confirmed that this was entirely his fault because he did not follow proper procedure. 

XXXX blanket refused to take responsibility for the banker 's error. She does not see errors made by her bankers as her responsibility. She reiterated this in emails following from the problem that was created on this day ( more below ). 

Worse, this did not get XXXX 's name off of my account. It still shows up as if he is the owner. XXXX has not taken this seriously, treating it as either not an issue at all, or not her issue. She indicated that she would follow up, but not only has she never done so, but when I have attempted to do so she is dismissive, unhelpful, and makes clear that she has made XXXX effort to correct the issue. 

Even worse, a month later I received overdraft charges due to the " closed '' checking account billing my credit line ( since the closed checking account 's fees had not been paid, as it was closed and should not have had fees ). Once again, XXXX refused to be helpful. Only upon threatening to report her to CFPB and potentially take her personally to court did she make any effort at all. She asserted that this was not her responsibliity ( even though she had taken over handling the closing of the checking account and even though it was her employee that initiated the matter ). After fighting with her for several emails where she proclaimed she was not responsible for her error and that I would have to call online banking ( which I had already done and who had already sent me to her once again ), she finally claimed that she made sure the account was actually closed this time and that my fees were reversed. 

This did not happen. I don't know if XXXX did not bother to take action, or if she does not know how to take the appropriate action, but she made very clear that she is not competent enough to be a bank manager. It is not clear if she has even acquired a XXXX  To top off her XXXX she was extremely rude and blamed me repeatedly for her errors. 

XXXX has made clear that she not only has no interest in the affairs of individuals banking at her location, but that she is willing to actively take advantage of them to do so. It is likely that she is involved in criminal matters and using the bank as her cover. She made clear that she felt no compunctions about stealing from me.

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