Consumer complaint received 2026-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: AR

Complaint narrative:
I am submitting this complaint regarding Truist Banks failure to provide me with access to funds from a business account that I requested to close on XX/XX/XXXX, at the XXXX XXXX branch in XXXX, XXXX. At the time of closure, I informed the branch that the business had already been dissolved and that I needed the account fully closed because I was moving out of state. My personal account was closed correctly, and I received those funds in cash. My business account, however, was closed by issuing a check payable to the business. That check was not negotiable for me because the business had already been dissolved. I was not given a workable alternative at the time, even though I had informed the branch of the circumstances. Over the following year, I made repeated efforts to resolve the issue through the branch and by phone. I was repeatedly told that someone would call me back, but the matter remained unresolved. I also made additional trips and spent significant time trying to get the problem corrected. The lack of communication, the repeated delays, and the failure to provide a workable replacement check caused unnecessary hardship and prevented me from using my own funds. After I sent a formal demand letter, Truists Client Advocacy Department opened case number XXXX and assigned XXXX XXXX as my point of contact. During an XX/XX/XXXX call, I was told that Truist would investigate the matter, review call history, and work toward a resolution. On XX/XX/XXXX, I was informed that Truist had approved reissuing the check in my personal name. This confirms that the original check issued in the business name was not an effective solution. However, Truist is refusing to complete the correction remotely. The bank is requiring me to appear in person at a Truist branch, surrender the original check, and present identification before it will issue the replacement check. I no longer live near a Truist branch, and this requirement places an unreasonable burden on me to recover my own funds after a delay of more than a year. I have offered reasonable alternatives, including mailing the original check, providing identification, and signing a notarized affidavit, but Truist has not agreed to a remote process. The amount of the original funds at issue is {$4900.00}. In addition to the principal, I am requesting compensation for the loss of use of those funds, my documented incidental costs, and the prolonged inconvenience caused by Truists handling of this matter. I am asking for the CFPBs assistance in obtaining the following resolution : 1. Immediate approval of a remote verification and reissuance process, without requiring an in-person branch visit ; 2. Reissuance of the funds in the amount of {$4900.00} in negotiable form payable to me personally ; 3. Fair compensation for the extended delay, loss of use of funds, documented costs, and related inconvenience ; and 4. Confirmation that Truist has corrected any internal procedure or servicing gap that caused this issue to remain unresolved for so long. I have attempted in good faith to resolve this matter directly with the bank, but the matter remains unresolved because the proposed fix still requires me to travel in order to access funds that should have been made available to me long ago in negotiable form.

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