Consumer complaint received 2022-03-03
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I am trying to be a former customer of the SunTrust/Truist merger . I had two accounts under SunTrust ( checking and savings ) and never had a problem. During the merger to Truist I've had nothing but problems. My old card is deactivated, I never received a new card and it's been over two weeks after requesting a new card twice at two seperate branches that I have not received anything. I've been into two seperate branches in XXXX and XXXX XXXX FL 5 times in the past two weeks and still can not get access to my money, no one there is able to fix outstanding overdraft fees from XX/XX/XXXX & XX/XX/XXXX in my account from a refund ( which was a mistake on the vendor 's end, not mine ) which was refunded to my account immediately. Total amount is {$70.00}. Each time I've gone into the bank, I've been given excuses as to where my new card is, each time telling me to wait until Monday, then it was Friday, now if you don't hear anything by mid next week, come back in and we will try to fix it. I had a friend XXXX me some money to help me until this mess could be resolved. A full day after the XXXX transaction, my account still said " Pending '', yet still had no working card to access money, was given no new card ( temporary or otherwise ) to use to pay bills or even buy food. My account information disappeared on the website at one point. After going into two different branches in 10 days in total of 5 times, I was finally able to pull out the balance on both of my accounts just so I could pay my bills. My bills all have late fees attached to them now that I have to pay myself. I have to also use the cash and go to payment centers to pay the balance and also be charged a fee to do so. I can't use a check because the routing number doesn't work and Truist will not and can not find anyone authorized to remove the two {$36.00} fees from my account in order for me to close out my account and move to a bank that will help me access my funds without delay. I filed a dispute with the bank about the charges. A few days later I was denied my claim. I have been on hold for longer than 2 hours at a time, have waiting inside of bank branches for over an hour trying to get this fixed and each and everytime I have always been met with excuses. Yesterday XX/XX/XXXX, one of bankers tried to help me in removing these fees and even she was on hold for nearly an hour and couldn't get through to her internal personnel. I know that's not right, if she can't even speak with a higher level to fix a problem. She disconnected the call. Her only option was to file another dispute of the outstanding charges on her end on my behalf. She closed my savings account and the available balance to my checking account ; leaving the checking account open pending an answer from the dispute filed on XX/XX/XXXX to get the remaining balance of funds after the decision. I walked into the bank at XXXX and didn't leave until XXXX and still was unable to close my account completely. During my time in the bank ( each time I stepped inside of the branch ) I heard angry customers wanting to know where their money is, deposits missing, extensive charges to their accounts, on-line banking is not working, no one has a new card, their routing number is incorrect or couldn't close their account because of similar issues like my own. No one inside of the bank could help with anything. This merger is a complete failure. My bills need to be paid regardless and I am unable to survive on limited money that is being held hostage by this bank for their growing list of mistakes during the transition.

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