Consumer complaint received 2025-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: LA

Complaint narrative:
Bank : Truist Bank XXXX : XXXX XXXX XXXX, TX location Dates :XX/XX/XXXX On XX/XX/year>, I went to my Truist branch to withdraw funds and close my account after a {$120000.00} deposit had cleared. I spoke to the first banker who told me my account was good to go they would be able to give me my XXXX dollars but i would have to wait to close my account until XXXX from XXXX cleared from my account which was pending. I told him no problem. He told me to wait for the bank manager because since it was saturday they had to verify they had the funds and he also sent a note to the manager asking could he force close my account so I did not have to come back since i was on a business trip. Th branch manager from the first time speaking with me was condescending, and disrespectful this caught me off guard because I watched him interact with XXXX XXXX customer ( XXXX man and XXXX woman ) before me and even when the XXXX man became a little hostile XXXX kept his composure and was helpful to them. When it was my turn he immedately became hostile disengaged and Initially, I was told unfortunately, you can not access a single dollar of your funds due to an alleged investigation for suspicious activity. I explained that I had contractors to pay, was on a business trip, and could not afford delays. 

As I became emotional and pleaded, asking them not to close my account without giving me access to at least some of my funds, XXXX the branch manager, continued to intimidate me. on the following monday the next XXXX hours, he : Misrepresented Truist policies regarding recording conversations Lied about calling the police to intimidate me Falsely claimed I was a terrible client Created unnecessary delays and caused extreme emotional distress while not giving me access to my account I played a recording of a corporate employee confirming that nothing on my account was suspicious and that the account was not flagged by back office staff. That in the notes it said that XXXX flagged my account in which he denied. Upon hearing this, XXXX became more abrasive and misused his authority, further escalating the situation. on the following money after XXXX hours XXXX management instructed him to release my funds, but he then falsely claimed I owed Truist additional money, which I told him he could take from my balance. This provoked further hostility. 

Multiple tellers, including the one who originally reviewed my account, confirmed the funds had cleared days prior, and the overdraft had already been deducted, proving there was no legitimate reason for the account freeze. A second teller informed me that XXXX frequently restricts accounts for XXXX clients, harassed the XXXX employees indicating a pattern of XXXX profiling. I was ultimately able to access {$6000.00} and close my account via cashiers check through corporate intervention. The operations XXXX who XXXX spoke to even tried back XXXX up with my " questonable client relationship verbiage '' until i disclosed to her that was ironic that while i was waiting for them to give me access to my funds. The trust in the XXXX neighborhood with XXXX tellers and managers had left me a voicemal ( which i played for her ) letting me know how they where checking up on me because i was XXXX of there best client. I informed her that they had been workign to sell myself and my husband so many of Truist product so I was confused on this bad customer relationship they kept bringing up. She then proceeded to ask me if I have such a good relationship with the Truist in XXXX XXXX why didn't I go to that XXXX instead of theres and if I would have this would have kept down the current issue. Which i informed her that I thought since I banked with Truist I had a right to go to any Truist. I also XXXX her that I would have went to that Truist in XXXX XXXX but it closed earlier on XXXX and that the hotel I was staying at was only XXXX minutes from the XXXX XXXX location. Her demeanor also changed when she heard the voicemail, heard my side but she realized they had messed up and needed to continue to take XXXX side. She told me he was the final decison maker and that her hands where tied. 

After further investigation, I discovered numerous reviews documenting similar discriminatory behavior by XXXX and this branch, showing a systemic pattern of XXXX discrimination. Truists internal investigation found no wrongdoing, yet the branch manager remains employed, allowing systemic discrimination to continue. 

These actions caused financial loss, lost business, emotional distress, punitive damages, and reputational harm. The treatment I experienced demonstrates XXXX discrimination, abuse of authority, and a systemic failure by Truist to protect its XXXX clients.

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