Consumer complaint received 2022-11-19
Company: TRUIST FINANCIAL CORPORATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2022 : I believe that the bank has discriminated against me by refusing access to the funds in the account and placing account restriction. 

The bank placed an account restriction on a banking feature that permitted withdrawals through a XXXX. ( 1 ) they requested for me to call in to verify the account that I was performing the transaction, ( 2 ) they asked identity questions verbally of name, address, SSN, drivers license #, transaction amount, ( 3 ) upon verification, they sent the initial XXXX request of {$20.00}. Later in the same day, they blocked a second transaction for the same suspicious activity reasons for a transfer of {$90.00}. They refused to follow the same process and requested for me to visit a local branch to verify identity. ( No suspicion ) I advised the bank that I am currently in the State of Washington and I do not have anyway to visit a physical branch. In addition, I have not replaced my identification but I do have a birth certificate. This account has all of my cash and I need it to get to work! 

The bank is suppose to have a procedure to verify identity through an alternative method program according to the XXXX. 

They requested for me to call a out of footprint department I left a message on the phone number that they requested. I believe that it was the manager phone number that I had spoken to that maliciously blocked access to viewing my online account or setting up a transfer from another bank. Very Malicious. 

Later they said that they have not established a department to assist customers that are not able to verify in person. So the manager was dishonesty. 

I don't know how I will get to work with my second part time job next week! 

Extended Grievance : the bank is going to make up an excuse about the system automatically flagging and blocking accounts for random or duplicate activity. But I do not have a physical debit card and since the account opening, I have always withdrawn money from this Truist checking account and deposited in my XXXX XXXX  checking account. ( Manipulative. ) I live paycheck to paycheck, daily relying on the funds to be accessible for me to have reliable transportation to work and food to eat. This caused me to be late to work and did not receive reemployment opportunity from this employer because of the performance issue. I lost the job! 

How am I going to pay for my gas bill to ensure that I have heat throughout the winter, phone bill or food to eat. If I didn't open another account, I wouldn't have been sble to sign up for another XXXX  membership to use roadside coverage to bring me XXXX gallons of gas as I sat in my vehicle on the side of the highway ramp for XXXX hours trying to figure out what I was going to do. ( Inhuman ) And I had to sign up for a fast food application for a free sign up meal just to get something to eat. Yesterday and today. ( That's not right ) You may publish the information but please remove the name because there are comments about me being poor.

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