Consumer complaint received 2023-07-15
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My checking and saving accounts at Truist Bank were unexpectedly closed, and my credit card application denied, creating significant financial disruption. The bank cited an Early Warning Services ( EWS ) report indicating fraudulent activity as the cause. However, upon obtaining this report, I found that it does not contain any information related to fraudulent activity. 
I have attempted to resolve this discrepancy with Truist on numerous occasions, in person at my local branch and via customer service. Each time, they advised me to contact EWS. However, upon contacting EWS, I have been instructed to consult with my bank, creating an unresolved loop. 
Consequently, my funds remain frozen in the closed accounts, leaving me without access to my own money. This situation has also impacted on my ability to open accounts with other financial institutions due to the alleged 'fraud ' report linked to my profile. 
Here is a chronological list of my experiences : XX/XX/2023 : I opened the following accounts with Truist Bank in person at a branch located at Truist XXXX XXXX Truist XXXX XXXX Applied for Truist XXXX XXXX XXXX Credit Card XX/XX/2023 : Truist closed your accounts without clear explanation. I called the bank immediately for clarification. The bank representative informed me that the decision was made based on the EWS report. She helped me by requesting a report from EWS to understand the closure. 

XX/XX/2023 : I received the letters in the mail ( attached ) XX/XX/2023 : I received the report from EWS. Upon calling EWS to find out what happened, the agent was unhelpful and even rude. Her name was XXXX, and she refused to provide her last name or employee ID. She told me I needed to return to the bank for further assistance. 

XX/XX/2023 : I returned to the bank, where no substantial information was provided about the situation. However, they gave me a phone number for the bank 's Fraud Department. 

XX/XX/2023 : I contacted Fraud Department, but the agent there claimed to have no information about my case, that I need to contact EWS. She was like a robot repeating the same repeatedly even though I explained her every step that I have been taken before this call. 

XX/XX/2023 : Frustrated and needing resolution, I went back to the bank to retrieve my money ( {$900.00} ), The bank informed me that they could not release your funds at that time, and I needed to wait for further instructions. A bank representative said they would call me the next day with information on when I could get my money. 

To this day XX/XX/2023, despite my numerous attempts to rectify this situation with both parties, I am left with no resolution, a closed account, frozen funds, and an undeserved fraudulent status that is preventing me from accessing banking services elsewhere. This has caused me significant financial distress and inconvenience. 

I am an honest individual who works hard and has managed to keep all my affairs in order, despite having been in this country for just over a year. I pride myself on my integrity and commitment to abiding by all laws and regulations. This situation, which implies otherwise, is not a reflection of my character or actions, and is extremely distressing and unfair. I do not deserve this undue hardship, particularly when I have striven to ensure everything is handled correctly and responsibly. 

In support of my complaint, I will be providing all relevant details and documentation, including the bank account numbers and the report from Early Warning Services ( EWS ). I understand the importance of a comprehensive overview of the situation and hope that these details will assist in understanding and resolving my case. 

I want to express my sincere gratitude for your time and attention to this matter. I understand that resolving these types of issues can be complex and time-consuming. Your assistance is appreciated, and I am hopeful that with your help, a fair resolution can be reached. 

Sincerely XXXX 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