Consumer complaint received 2023-10-09
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I attempted to open a Truist One Checking account on XX/XX/XXXX, I believe using the promo code XXXX, which should have granted me the opportunity to earn a {$400.00} bonus for opening a new account with Truist, as long as I made two or more qualifying direct deposits in 90 days totaling at least {$1000.00}. I received an error when trying to apply for the account, and so continued the application the next morning ( XX/XX/XXXX ), and successfully opened the account. 

I made an initial funding/money transfer of {$50.00} on XX/XX/XXXX, but to ensure the terms of the bonus, I chatted in the Truist app with a representative on XX/XX/XXXX, and asked questions about the bonus and my initial funding, mainly surrounding that I initially funded with the {$50.00} through XXXX, and to ensure I would still be on track for the qualifying. I also asked about the direct deposit requirements, ensuring that XXXX {$250.00} deposits would qualify me. 

I then contributed {$250.00} from my paychecks on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, totaling {$1000.00}. 

When I did not receive the bonus, I chatted again through the app ( XX/XX/XXXX ), and asked about if I had met the requirements for the checking bonus. The representative did not see my account listed in the Promotions center, and mentioned that I should have received an email within 10 business days of opening the account for enrolling in the Promotions Center. I received no such email, to which the representative responded they are sorry but I was not successfully enrolled in the promotion, and so I am not qualified for the the bonus. 

I requested to speak to a supervisor, who then called me later that day, and said that she noticed the oddity from when I was applying and said that she would take it up with the Promotions team, and that they should be able to research the situation/help me out, and that she would call me back by the end of the next week ( XX/XX/XXXX ). 

I received no such callback, and so I called myself on XX/XX/XXXX. They mentioned having a note on my account for a callback, but given I did not receive XXXX, they said that they would call me back by the end of that week ( XX/XX/XXXX ). Again, I received no such callback. 

So I called again myself on XX/XX/XXXX, requesting a update on my request, and why I was not receiving any callbacks. The representative mentioned that the it could take up to XXXX business days from when my request to the XXXX team was submitted for an answer. So I confirmed with the representative, that XXXX business days from my initial call on XX/XX/XXXX ( where I first spoke with a supervisor that would raise the issue ), would be XX/XX/XXXX ( which actually was XXXX business days, but wanted to give them a buffer to ensure an update ), and I should receive a callback/or could call back myself for an update. 

After not hearing anything anything by XX/XX/XXXX, I called back on XX/XX/XXXX to request an update. They claimed that the request to the Promotions team had not been submitted when I initially called on XX/XX/XXXX, and that it had actually been submitted later, to XXXX XXXX that XXXX business days would put me at XX/XX/XXXX or XX/XX/XXXX, and I should receive a callback at that time about the XXXX. I again did not receive any such call back. 

So I called them again on XX/XX/XXXX, and was informed that I should have been submitted to be enrolled in the Truist offers, and that it would take up to XXXX business days for me to receive an email about my enrollment, which would mean I should receive an email by XX/XX/XXXX. I still have yet to receive such email. 

And so finally I called them today XX/XX/XXXX about not receiving a callback or update, and if there was any notes on my account about this matter, and they had no information about the enrollment, callback, or anything related to my numerous calls. 

This leads me to believe that I have just been given later callback dates in the hopes that I would give up/forget about the issue. I have never received a callback from Truist, I have always had to call them on my own, and every time they had some excuse for why I haven't received XXXX, or any update.

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 monetary relief