Consumer complaint received 2022-05-19
Company: TRUIST FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
XX/XX/XXXX - I opened a bank account with XXXX under the promotion - " Welcome {$500.00} Checking Offer XXXX XXXX, XXXX XXXX XXXX ''. The account was opened online using the promotion code XXXX, but I was never given the account number or routing number. The page told me the account was successfully created, but that I would receive an email with the account number and routing number. For the days following, I waiting on that email to make the initial deposit, and I never received the account details. 

XX/XX/XXXX - As I have not gotten the email yet, I have been unable to make the initial deposit. I visited a branch so that they can provide the account information and to make a {$100.00} deposit. The teller attempted to make the deposit, but then told me the account was closed. Reason given " did not make required initial deposit ''. I explained I was unable to do so as I was never given the account information. I was told I could open a new account at that time. I explained I signed up under a promotion, and was told they could apply it to the new account. A new account was created, and the agent said she will apply the promotion XXXX. 

XX/XX/XXXX - On the same day, I received an email with the following : " Thank you for enrolling in the Truist Welcome {$500.00} Checking Offer XXXX XXXX. Your enrollment is currently being reviewed to verify eligibility. Once we verify eligibility, you will receive an email confirmation within 7 - 10 business days. '' XX/XX/XXXX - I received the following email : " Thank you for your recent enrollment into the Truist Welcome {$500.00} Checking Offer XXXX XXXX. Based on our verification process, your account is not eligible to participate in this offer based on the reason below : Clients who have closed a personal checking account with BB & T or SunTrust now Truist, and/or Truist on or after XX/XX/XXXX are not eligible to participate in the promotion. '' I have NEVER had an account with BB & T, SunTrust, or Truist prior to the accounts I created above. 

I called customer support, and they told me that because I had created the first checking account ( the first one that I never received account details for ), that it counts as having a personal checking account with Truist, and therefore, I would not be eligible for the promotion... 

To summarize, I created an account online, they never provided me the account details, they told me the account was closed because I never made a deposit ( which i couldn't without the account number ), proceeded to tell me to open a new account, then telling me that the new account was not eligible for the promotion because of the first account that they closed. 

This seems like bait and switch tactics to get people to open new accounts under the assumption that they will get what was offered by the promotion.

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