Consumer complaint received 2021-05-13
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I am filing a complaint with your office because TRUIST wrongfully closed three bank accounts ; the account my daughter shares with her husband, XXXX XXXX, the account I have with my daughter, XXXX XXXX, and the account where my daughter is the only user. My daughter and I have been with TRUIST for over twenty years. In that time, we have never as much as bounced a check nor have we have ever overdrawn our account. Despite our solid history with TRUIST, we received letters stating that our accounts would be closed within 30 days but stated no reason as to why TRUIST was closing the accounts. The person who signed the letter, XXXX XXXX, who is the Sr. VP of Operations with TRUIST refuses to return our calls. As a matter of fact, TRUIST is not allowing any of its employees to speak with us except for XXXX XXXX, who is either unable or unwilling to tell us why the accounts are being closed. 

It is my belief that the accounts are being closed because TRUIST is retaliating against us because my daughter and son-in-law filed a complaint with TRUIST regarding how they handled a merchant dispute. Over the last month my daughter and son-in-law filed several merchant disputes regarding trips they had taken to XXXX and XXXX. In almost all of the cases the merchants provided a credit. In addition to the credits that appear on their bank accounts, XXXX XXXX sent them a physical check which was deposited last month. Given that the merchants voluntarily issued a credit shows that the disputes were indeed valid. My daughter and son-in-law provided sound reasoning as to why they were filing the disputes and anytime a merchant issued a credit they notified TRUIST and requested that the provisional credit be taken back. In one instance, my daughter called and emailed the Retail Payments Department for two weeks to have a provisional credit removed from the account. 

The merchant dispute that caused my daughter and son-in-law to file a complaint was for a restaurant in Hawaii, XXXX XXXX. TRUIST erroneously assumed that they received the meal that we paid for, but they did not. My daughter and son-in-law did everything they possibly could to communicate to TRUIST that they paid for a meal that they never received but TRUIST would not take that into account and refused to work the dispute. After spending weeks trying to get TRUIST to properly understand the situation my daughter and son-in-law filed a complaint on XX/XX/2021, at the suggestion of XXXX XXXX, who is a supervisor in TRUISTs Retail Payments Department. The next day the letters stating our accounts would be closed were generated. 

Clearly TRUIST is retaliating against us for filing the complaint. The fact that the letters stating our accounts would be closed were generated the day after my daughter and son-in-law filed the complaint is not a coincidence. What makes TRUIST actions even more suspicious is that they are refusing to provide any reason for closing our accounts.

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