Consumer complaint received 2026-04-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
am submitting this complaint regarding serious mishandling of my deposit accounts by Truist Bank, including improper transaction authorization practices, misleading branch guidance, wrongful account closures, and inaccurate reporting to XXXX XXXX XXXX that is preventing me from opening accounts elsewhere. My issues began when a rental car transaction posted to my Truist account even though I did not have sufficient funds in the account and did not have overdraft protection enabled. I disputed this transaction. Despite this, the transaction was still allowed to process and caused my account to become negative. Shortly afterward, Truist closed that account. Approximately XXXX months later, a XXXX Truist account was closed with a negative balance of {$45.00}, which resulted from a {$15.00} fee plus a {$30.00} charge-off fee assessed by the bank. I visited the Truist branch located at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, XXXX and spoke with a personal banker, who then consulted with the branch XXXX. I was advised that if I paid {$1200.00} ( related to the earlier account ) plus the {$45.00} balance from the second account, Truist would allow me to open a new checking account. I relied on this guidance and immediately paid the amounts requested in full at the branch. The branch then opened a new account for me, and I left believing the issue had been resolved. However, approximately XXXX days later, I attempted to log into my online banking and discovered that my account had been locked. When I contacted XXXX customer service line, representatives stated they did not know why my account was locked. I was later informed that I had been reported to XXXX XXXX XXXX but no one could explain why this occurred after I followed the branchs instructions and paid the balances they told me were required to restore my banking relationship. I returned to the same branch the next business day seeking clarification. Staff members acted as though they had no knowledge of the situation and could not provide any explanation or assistance. I was extremely concerned by this response, particularly because I had just followed their guidance days earlier and paid over {$1300.00} based on what I was told. As a result of Truists actions : My accounts were closed despite following branch instructions I paid balances that I was told would resolve the issue I was reported to XXXX XXXX XXXX without explanation I am now unable to open checking accounts elsewhere No one at Truist has provided documentation explaining the reporting decision Additionally, I am concerned that my treatment at the branch may have involved discriminatory conduct. As an XXXX XXXX XXXX, I felt that the branch XXXX was unwilling to make a meaningful effort to assist me or resolve my issue after I complied with their instructions and paid the requested balances. I am requesting that Truist review whether fair-treatment and nondiscrimination policies were followed in my case. I am requesting the following resolution : XXXX. Immediate written explanation of why I was reported to XXXX XXXX XXXX after paying the balances Truist instructed me to pay. XXXX. Removal or correction of any inaccurate XXXX XXXX XXXX reporting. XXXX. Confirmation of whether Truist followed proper procedures when allowing a transaction to post without sufficient funds and without overdraft protection. XXXX Review of branch-level conduct and whether I was provided misleading instructions. XXXX. Restoration of my eligibility to open deposit accounts with Truist or correction of any internal restrictions preventing me from doing so. XXXX. Written confirmation that my consumer banking record has been corrected so that I am no longer prevented from opening accounts elsewhere. I relied on XXXX branch staff instructions in good faith and paid the balances they required. It is unacceptable that I am now unable to access basic banking services as a result.

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