Consumer complaint received 2025-01-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
XXXX ) Truist Bank at XXXX XXXX XXXX, XXXX, VA XXXX on XXXX XX/XX/year>. Wanted to withdraw funds and close the account. Provided the teller with account statement, valid drivers license, military ID card, and several other documents with current address, but teller kept saying none of the information matched what was in the system, but would not say what other information she needed. Teller said she had to wait for her manager to get back, and the manager had left for lunch at XXXX. Manager was actually gone for the day so we just left after being lied to. 

XXXX ) Called Truist bank online customer service on XXXX XX/XX/year> after leaving Truist bank in XXXX, Virginia. The customer service representative said the account was actually in dormant status and all we needed to do was go into a branch location and have the account moved into active status. 

XXXX ) Called Truist Bank at XXXX VXXXX XXXX  XXXX, XXXX XXXX, VA XXXX on XXXX XX/XX/year>. Asked teller if manager was there prior to coming in to make sure they would be able to move account from dormant to active status. The teller confirmed that the manager was there. After arriving, the teller looked up the account on the computer and then said the manager was at lunch at XXXX and to come back tomorrow. The teller refused to explain why the account could not be moved from dormant to active and said that the identification provided was not matching what was in the system, but was not saying what was not matching. I requested an appointment with the manager tomorrow morning and called to confirm after leaving that the manager would be there. 

XXXX ) Truist Bank at XXXXXXXX XXXX XXXX XXXXXXXX, XXXX XXXX, VA XXXX on XXXX XX/XX/year>. After arriving, bank representative said the manager was busy and that he would take care of moving the account from dormant to active. He did the same routine of scrutinizing all of the identification, and then typed on his keyboard for approximately 30 minutes and kept saying he would provide an update when there was new information. He refused to say who he was talking to or if he needed something else. I asked to speak to the manager, and he refused, saying that she had delegated the situation to him. He said we would have to come back in a few hours. I called Truist fraud department, complaint number XXXX and complaint number XXXX because I became suspicious that the account had been emptied. I became suspicious because he asked if there had been any prior notification that the account was moved into dormant status, I said no, and he explained that after the account had been in dormant status that the funds had been dispersed because the account holder was deceased. I knew this to be inaccurate so I called the fraud department. At this point, the manager came over from another desk, and they both started calling another department but seemed confused as no one was answering. The manager said the military identification card was not valid as there was no expiration date, I showed her the issue date and the expiration date. Finally, after approximately another hour of back-and-forth and more documents scrutiny, the account was moved from dormant to active status. I requested to withdraw all of the funds in the account and a complete and accurate account statement of all account activity and then to close the account. The manager said that the person she delegated to assist us was not authorized to conduct wire transfers so she moved us to another desk and laughed. The person who was authorized to conduct wire transfers said that once the wire transfer cleared, we could come back to the bank and he would close the account. I just received a phone call saying that the wire transfer cleared but that the {$30.00} fee to do the wire transfer was now pending and I can not close the account until tomorrow, but would have to come back into the same branch.

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