Consumer complaint received 2024-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Confusing or missing disclosures
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I opened a new checking account with Truist on XX/XX/XXXX because of a {$400.00} new account bonus under promotion code XXXX. The parameters were advertised as 1 ) At least one qualified direct deposit totaling {$500.00} or more within 90 days. 2 ) At least XXXX debit transactions. 

My employer ( XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX has been using direct deposit into that account since XX/XX/XXXX. I have a total of more than {$1300.00} deposited since then. Actually, by the end of XXXX I had met the requirements and called Truist to inquire because they said the money would be in the account " within 28 days '' of meeting the criteria. That amount of time had passed, so I called the main Truist line of XXXX to ask why. They did not tell me that I didn't qualify, they only read me the above two parameters mentioned. I asked them, " did I meet those? '' and was told yes. But they couldn't tell me why I was not showing as qualified on their end. They just said " it was in review. '' On XXXX XXXX, XXXX I did not hear back so I went into the local branch at XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX and met with Senior Relationship Banker, XXXX XXXX. She confirmed I had met the direct deposit requirements and also had more than enough use/debit transactions. She called someone to inquire why it wasn't showing as " qualified '' on my account. The person on the other line said it was probably because they were waiting until XX/XX/XXXX because that was my 90 days. XXXX gave me her direct number XXXX and said to call her today to make sure it was switched to qualified. 

So on XXXX XXXX ( today ), I called XXXX from Truist. She said it was not showing still as qualified, so she filled out a review form and said I should hear back soon. I indeed got an email just a few hours later saying the reason was " I did not meet the requirement of at least one direct deposit totaling {$500.00} within 90 days. '' Of course I have that parameter met. The banker verified it and I have proof. But when I called the number back from the email they refused to acknowledge that I had not only met parameter but exceeded it. She just said " it was denied. '' I left a message for the banker, but I decided to go ahead and file a complaint because I did have a past experience with Truist when I had a BB & T checking account for my business ; when it merged, I closed the account and Truist would not send me {$6000.00} that was electronically sent to my old debit card. I had to go up the chain to the old BB & T executives to get them to finally get my money sent to me ; otherwise, they were going to keep and and not even return it to the vendor who had sent it ( they told me they wouldn't do that ). 

So, I have little faith in Truist for executing ethical practices. I hope you can help me. I do have proof of their reason for denial, the printed parameters, and of course my payroll deposits. 

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 monetary relief