Consumer complaint received 2023-03-02
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Problem with customer service

Complaint:
On XX/XX/XXXX, Around XXXX I arrived at the truist bank through the drive through to cash a check that I receive from my church every month. I pulled up to the window where you can physically talk to the clerk. No one was at the window but I waited a couple of minutes. Finally, the manager named XXXX XXXX, arrived to the window with a bit of an attitude. I just informed him that Im cashing the check and I was aware that because I dont have an account here, itll be a {$8.00} fee to cash it. 

When I put my check and information in the slot, he looked irritated and mad. Snatching the check and my information and walking away from my eye view. About 5 minutes later, he walks back with my check and information. Saying that the check is not endorsed by someone that is allowed to and that the check is fraudulent. I immediately got defensive because again Ive come to this exact location to cash my check on numerous occasions and the person that endorsed all the previous checks, endorsed this one as well. 

When I try to explain to him that this is impossible, he quickly said that, all well, theres nothing I can do. I knew that he was treating me this way because I was XXXX. I said your doing this because Im XXXX. Immediately you can see that he was caught! He got very angry, starting that he cant believe that I said that and to take my check back and go somewhere else. I start to record him on my phone so I can get documentation of his demeanor, but when he sees my phone, he tries to change his tone and the way hes speaking to me before walking away. You can see that on the video he states that maam the check you presented to us is not cashable at this current time. He then instructs another employee to come and look at me, the employee comes to the window, looks at me as sees that I am recording this and walks away. XXXX XXXX employee ( have on video but dont know his name ) come to stare and look at me but none help, all continue to just stare. Not helping at all or even attempting to. 

I can see XXXX XXXX trying to hide away from the window. I finally get my pastor on the phone, angry and yelling, hurt that Im being treated differently just because Im XXXX. 

As Im speaking to my pastor on the phone, XXXX XXXX, a XXXX woman that works at the bank comes to speak to me at the window to find out whats going on. I give her the check and she said she would be right back. I then see that they called the police. I move from the drive through to the front of the building to speak to officers. I inform them of the situation and they also speak to my pastor on the phone. The officer is confused as what the problem is with cashing the check. I informed him that there wasnt a problem, it was because I am XXXX. He shook his head in agreement. 

Finally, the officers go inside and speak to them. The officers and XXXX XXXX come outside to my car to speak to me. XXXX XXXX came out to apologize about her BOSSES behavior ( found out XXXX XXXX is the supervisor ) and she stated that the person that endorsed the check was indeed able to. Meaning that the check WAS NOT fraudulent and XXXX XXXX, if he did his job correctly instead of believing I was a thief trying to cash a fraudulent check, he would have known this as well. XXXX XXXX did state that her boss did not do his job correctly and if he did he would have seen that the check was signed and endorsed by the correct party. XXXX XXXX tried to give a reason as to why he continued to deny me service but I wanted an apology from him for his abuse and disrespect. 

She informed me that He sent her out to apologize because shes XXXX and he STILL wont cash my check but I would be able to go to another truist bank to cash it. I asked for XXXX XXXX name and she provided it with the customer service number. 

After I got home, I called and waited on hold for 36 minutes but the call dropped. I finally called right back at XXXX and spoke to someone named XXXX . I informed her that I was on hold prior for the supervisor in regards to this matter but the line dropped. After explains what happened again, she then put me on hold as well. After 10 minutes on hold, she informed me that her supervisors are so busy with other customers, I informed her that I was just discriminated against at my local bank and wanted to fine a complaint. She apologized for such the long wait and assured me it would only be a couple more minutes. Finally after 50 minutes of waiting, a supervisor named XXXX, spoke to me and documented the incident. She informed me that they will handle this situation internally and not only will I not know the outcome, that XXXX XXXX will continue to work at that location. I was treated like dirt, I deserve Justice!

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