Consumer complaint received 2023-06-16
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/2023 - XXXX saw the online only promo from Truist stating if I opened a new Truist One checking and made two qualifying direct deposits before XXXX that I could get up to {$400.00}. So I sighed up was approved went back to work and set up my direct deposit. A couple of days later I went to the app to get my account info to add it to the residential portal where I was scheduled to move to pay the fees/rent associated with moving directly from Truist. I had no account access. Account number XXXX XX/XX/2023 - I then called customer service and found out that unknown to me- my original account was closed due to fraud because it wasnt funded yet. ( Although as evidenced in this complaint I was told I had until XXXX before my account would be closed. My next direct deposit would have hit that following week still WAY before XXXX ) The rep told me I had to go in branch to re open with two forms of ID. by this time the direct deposit was already sent to the closed account. I went to my local branch provided copies of my ID to branch leadership where I was assured they had my money pending and that I had to open a new account there, theyd transfer the money that would be the quickest way to get my paycheck which states the money was in fact sent to Truist ( so forfeit the promotion since it was online only and XXXX now no longer a new customer because I had the original account. ) I was under the impression after the first visit to the branch my account would never opened by the end of business. Online access was restored shortly after however the account was still closed unbeknownst to me. 

The next day I called customer service again because my deposit was not there. They said I had to go back to the branch that it wasnt permanently closed w twXXXX forms of ID I said I did that already and here we are. But regardless of the redundancy I went and was told the fastest way to rectify was to open a new account and theyll move my lending deposit from the closed account to the new account. I let the branch leader know that was the money for my relocation and needed access to it immediately. 

I got not only a new checking but also a new savings account because they said thats what I had to do to get my money the fastest. 

New checking account number XXXX XX/XX/2023 - no deposit, followed up with bank was told Id hear back but didnt, and that I should have my deposit by Friday ( today ) Today XX/XX/2023 - I can still me my closed account with XXXX funds and my new account has no direct deposit other than the XXXX deposit sent from where I am not at risk of losing my apartment to verify the account. According to my employer the funds were not released back to them, and its not in any one of my accounts with Truist.

So at this point Im going to have to forfeit my apartment, the deposits I already paid, the {$400.00} promotion, and countless other bills that had to be paid are now past due because Truist closed my original account for absolutely no reason and called it fraud. They never returned the payment to my employer ( XXXX XXXX  ), and my move in date of XX/XX/XXXX is now in jeopardy because their lack of action or ability to stand behind their own policies about funding online accounts ( having 60 days ). Why tell me I have until XXXX to find my account if youre going to close it within a few days if its not funded? And at this point with monday being a bank holiday and its now Friday if Truist did anything right at all, it would be too late for the XXXX.

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