Consumer complaint received 2025-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: IL

Complaint narrative:
On the morning of XX/XX/year> I attempted to pay my moving company XXXXXXXX XXXX via XXXX on my Truist online banking app, my fianc and I recently moved to XXXX. Following this I was met with a notification that my XXXX transaction had been flagged for review. I wanted to unsure that my moving company was paid in a timely fashion so I called Truist on the number provided on the XXXX notification. Following this I spoke with a Truist representative and explained the situation and asked if we could review the transaction together to ensure that it went through. I provided this representative with all of the information she requested of my in order to prove my identify such as but not limited to my social security number and a secure text code she sent to my phone.

Following this she told me the computer algorithm had flagged the charge as fraudulent so she had locked my my account. Confused, I asked for clarification as to what this meant because I had literally been on the phone with her through the entire process and what did I now need to do in order to unlock the account. She told me repeatedly " the algorithm told me to lock your account. '' and then notified me the only way to unlock the account would be to physically go in person to a " local branch
'' to prove my identity. The closest Truist branch to
Chicago, Illinois is located in Louisville, Kentucky a ten hour round trip drive or a flight. I repeatedly explained that there was no local branch and she replied " visit the local branch. '' I had her look up the closest branch and she verified that yes the closest branch was in fact in another state and I was required to drive or fly their to fix it. I then escalated the situation and spoke to another representative who told me the same thing that the only way to unlock my account was to fly to Kentucky from XXXX and appear in person. 

My two accounts with Truist total greater than XXXXXXXX XXXX and this was triggered by attempting to pay my movers XXXX . Following my own personal attempts I contacted my attorney and called Truist back with my attorney on the line and spoke to a supervisor who again stated that because " the algorithm '' had flagged the one transaction as possible fraud I would be locked out of all online banking and ability to manage my funds until I appeared in person at a branch which would require a flight out of state. After discussing with my attorney I am certain this is illegal withholding of funds and we are currently pursuing litigation against Truist now, but I felt compelled to file this complaint in order to perhaps spare another unsuspecting person the pain I am currently enduring from Truist. I am attempting to withdraw my funds into my XXXX XXXX account by personal checks I have, but am unsure if this will work. In the meantime Truist continues to withhold over XXXX XXXX of my money and provides me with one option which is to fly to another state. Additionally I requested that the Truist supervisor provide me this in writing which they refused to do.

I appreciate any assistance in rectifying this issue. 

Respectfully, XXXX XXXX XXXX

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