Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: MN

Complaint narrative:
FDIC Case Number : XXXX Institution Name : Truist Bank Subject : Complaint Regarding XXXX XXXX Checking Account - Account Number : XXXX XXXX XXXX XXXX XXXX XXXX, Balance : {$1500.00} I am writing to express my significant concern regarding the handling of my XXXX XXXX Checking Account ( Account Number : XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) which currently holds a balance of {$1500.00}. Over 1.5 years ago, upon opening this account, I made an initial deposit of {$1500.00}. Shortly thereafter, proactively anticipating potential issues due to a personal identity theft incident, I notified all my financial institutions, including XXXX, requesting that they flag my accounts for suspicious activity and contact me directly. Recently, after receiving routine account statements and noting the absence of any posted interest, I decided to close the account and transfer my funds to another institution. On XXXX XXXX, 2025, I attempted to log into my XXXX online account but was informed that it was dormant and I needed to contact customer service. I promptly called the main XXXX call center at XXXX and successfully verified my identity by providing my mailing address, email, full account number, and full social security number. During this call, the support specialist informed me that their fraud department had a record of my identity theft notification from over 1.5 years prior. Consequently, they stated that the dormant status could not be removed until I made an in-person appointment at a XXXX branch . I explained that the nearest XXXX branch is located five states away and inquired about alternative solutions. The employee then transferred me to a supervisor named XXXX. XXXX reiterated that, due to this policy, they could neither close my account and mail a check nor offer any alternative to an in-person visit to clear the very same alert I had proactively reported. I asked if there was a manager or a headquarters contact to escalate this issue. XXXX stated that the outcome would be the same and that there was no other phone number to provide, as it would simply redirect back to her. I confirmed with XXXX that XXXX was holding my funds because the lack of account activity had caused it to become dormant. I also confirmed that XXXX was making it impossible to resolve the alert I had previously placed on the account due to the absence of a physical branch within a five-state radius of my location. Furthermore, I confirmed that I was not permitted to escalate this concern via phone to a manager or headquarters to explore alternative verification methods, such as mailing my documents, using a notary, or other electronic ID verification. It is deeply concerning that XXXX is holding my funds with no accessible method for me to clear the alert or close the account to retrieve my money. The entire call lasted 53 minutes and 56 seconds. Subsequently, my online research revealed similar complaints regarding XXXX routinely flagging accounts as dormant or suspicious, preventing customers from earning interest and hindering their ability to access their deposits. My immediate goal is to either validate my identification or close this account so that I can transfer my funds to a financial institution that offers long-term holding options and/or accrues interest. I request your urgent assistance in resolving this matter and facilitating the release of my funds.

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