Consumer complaint received 2025-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I currently have a personal checking account and money market account with Truist Bank. On XX/XX/2025 at XXXX, XXXX, and XXXX, I contacted Truist Bank ( XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX FL XXXX XXXX XXXX to inquire about opening a business checking account. I wanted to know what exact documentation was required to accomplish this. All three calls went into voicemail. I then contacted their main number, XXXX ( XXXX ) at XXXX and XXXX and after a long series of voice prompts was able to connect with a real employee. She was able to roughly explain the types of business checking accounts available but could not tell me what documentation I needed. I kindly asked to speak with her supervisor. After being placed on hold several times for close to 25 minutes, I was finally connected to a supervisor who told me what documentation to bring and that the branch hours ( to location listed above ) were open until XXXX that day. I asked her if I should schedule an online appointment, as I wanted to ensure I could successfully open the business account that day due to my very limited time availability. She reassured me twice that I could just show up and walk in and someone would take care of me. At XXXX, during the XXXX XXXX XXXX to the bank, my daughter ( with me in the car ) called the branch number again at XXXX, and through a series of voice prompts was told she was calling after hours and to call back the next day. We arrived at the bank at XXXX, I entered the bank ( hours posted on their door showed they were open until XXXX that day ) and noticed there were three bank tellers and one bank representative in his corner office assisting a customer. When I turned to speak with the tellers, I had to politely interrupt their conversation and laughter to share with them why I was there. One lady instructed me to sit and wait and she would let " them '' know I was there. Less than a minute after I sat down, the only other customer left the bank. The teller called " them '', and the guy in his office just let the phone ring and ring while he continued typing. I thought it bizarre that the bank teller just didn't walk a few steps over to his office and inform him why I was there. Less than a minute later, a female teller approached me and said I would need to return another day or schedule an appointment as " opening a business account takes a very long time ''. I told her all I went through just to first get a " live person '' on the phone, that no one at this branch would answer, and that once I was finally able to speak to someone at their main number, was told I didn't need an appointment. I also told her I had just driven over XXXX miles to get there. She became quite adamant and verbal, and raising her voice, repeated herself again. She became even more angry when I told her that was my only day to open an account. At that point, the guy in the corner office came out and re-explained that I would need to return another day or schedule an appointment. I then told him that I was told I didn't need an appointment and asked him who the manager was. He replied, " I am ''. I asked who the branch manager was there or who he reported to, and he adamantly replied, " I can not give out names ''. By then, it was XXXX and I told him there are still XXXX minutes left in their business day and that should be more than enough time to open an account. He stood firm, and said I would need to schedule an appointment. I left the bank and opened a business account on XX/XX/2025 at a different bank, which offered a completely different customer experience. I plan to close my two existing accounts with Truist, and move them to the other bank as well. What really surprises me is the branch manager at the Truist location ( who initially opened both my accounts ) never followed up with a phone call to discuss what had occurred at the location she is responsible for. This is just bad business altogether. I will never recommend Truist Bank to anyone - ever.

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