Consumer complaint received 2024-10-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
On XX/XX/year> I was locked out of my Truist Bank checking account, both online and the mobile app. It was after hours and I had to wait until the next day to call the bank. When I called, I was transferred to the fraud department. I was told my account was set to be closed due to confirmed fraud. When I asked what fraud and who confirmed fraud, they said the investigator did not provide a reason. I went to the local branch on XXXX XXXX in XXXX XXXX and spoke with the senior banker there. She called the fraud department and was told the same thing I was. However, this person in the fraud department said I could submit documentation, saying she didn't have anything specific I would need to submit, to verify my identification and they would do a second investigation. I was told I could not open another account. I still had money in this closed account for which I could not access and I get direct deposited my pay from 2 jobs. I had to go home to get the documents, which I provided to the senior banker to fax to the fraud department. I than had to go to a different bank to open a new bank account so I could get my pay direct deposted. After opening the new account, I received a phone call from the senior banker who told me they weren't doing a second investigation and that the decision would stand. I would have to wait for a letter that was supposed to explain the reason for the closure. I received that letter and all it said was that it was closed due to suspicious activity on my account. I don't know what they are talking about. All I do is get my pay from 2 jobs direct deposted into the account, pay billed and make purchases such as food. I had opened this account online because of a promotion the bank had where if you spent a certain amount of money with the debit card within a specific timeframe, they would deposit {$400.00} into the account. I met the requirements and got the {$400.00}. Then all of a sudden my account was closed without any prior notice. Two credit card payments were returned and I can not get my pay because my employer had already submitted payment to the bank. So now I have no money and have to wait until my pay is returned back to my employer so they can re-direct deposit it into my new account, which will take days. There was no fraud on my account, I was given no good explanation what this " confirmed fraud '' was, and for the bank to deny a second investigation after being told they could do one after I provided multiple documents to confirm my identiy makes me feel violated and victimized. No good explanation, no money and no paycheck. I was told I have to wait 10 days to get the money that was in my accounts ( I had also just recently opened a savings account at this bank which they also closeed ) in checks. I have NEVER been treated like this by a bank in my life.

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