Consumer complaint received 2023-01-10
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX A family trust savings account was opened inside a Truist XXXX bank branch in XXXX XXXX, Ga. The amount transferred from my existing checking on XX/XX/XXXX to open the savings was {$50.00}. 

I banked with SunTrust bank for more than 30 years, before this joint venture called Truist without any problems. I had 2 other accounts with large balances and this savings made 3 active accounts. My accounts with online banking are set up with alerts. I received daily account balances via Emails. 

On XX/XX/XXXX, I received an Email alert that my new savings account had a low balance of {$0.00}. No further explanation. I attempted to log into my account which I had done the even before without any problems and could not get into my accounts. When I attempted to log in, I saw a log in that was not me. That log in began with a " B ''. I continued to attempt to log in and received a message, my account was locked. I called customer service and was asked if I had tried to log on and what happened. I was told to attempt log in again, which I had already started. This time I got into my online account without any problem. Customer support saw that my account was closed and had a {$0.00} balance. They tried to determine what happed but could not find an answer and suggested I call or go to the branch. I went to the branch on XX/XX/XXXX the day the Email was received. 

I spent more than one hour at the branch while many calls were made within Truist to determine what happened. There was no justification. At the branch I was told that the funds would be restored and the account would be re-activated because no one found notes or policy that justified the closure. I was told at that time that further investigations would be had and to expect a call from the service attendant at the branch by the next day. I did not receive a call, therefore I called her and she told me they are still investigating and would get back with me. I have not heard back. 

I contacted the Fraud line on XX/XX/XXXX. The service attendant looked for notes on my account. She found that the account was closed, no justification. The full amount of my deposit of {$50.00} was drawn from the account and a check was issued. Nothing she could do online. Referred me to the branch, again. 

On XX/XX/XXXX I received the first mailed account summary since the account was opened. It verified the account #, the account balance of XX/XX/XXXX of {$50.00}, and statements for XXXX XXXX XXXX XXXX XXXX 

On XX/XX/XXXX I called the Fraud line and asked for an investigation. The attendant found notes that a check in the amount of {$50.00} was in process to be mailed to my address of record. No justification could be located from internal notes as to why the closure of the account and the refund. The check, she said was mailed on XX/XX/XXXX. I have not received the check as of this date, XX/XX/XXXX. 

I was told that an internal " research request '' was established on XX/XX/XXXX to determine why account was closed. The fraud department is expected to get back with me after their research either by Email and/or phone call.

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