Consumer complaint received 2025-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
This is a two-part complaint. I have a checking and credit card account with Truist and have recently incurred issues with both. 
I have only had these two accounts for a few months, but the first issue is involving the credit card. I have contacted Truist on various occasions citing that the technical alerts they allow clients to set up are ineffective. The particular alerts in question here are for the purpose of payment reminders as far as credit card payments. Please refer to call log attachment. I have spent almost two hours on phone calls with Truist reps discussing grievances altogether. In XXXX, I spent over half an hour discussing the option to set up alerts to remind me of upcoming payments due 2-3 days in advance. The confirmation number/code for this call is as follows : XXXX. I walked through setting up these alerts with the customer service rep. I was assured the technical aspect was properly accounted for and I would receive alerts moving forward. Fast forward to about a week ago. I logged into my account to see that I had incurred yet ANOTHER late fee, even after confirming my alerts were active. On top of this, I have received NO statements indicating upcoming payments for the credit card account -- neither via email, text or mail. How the XXXX am I supposed to know a payment is due, or WHEN, without receiving or having access to any sort of statement or statement notification. I was requesting to have the late fee credited back, because Truist has proven nothing more than incompetent. Today ( XXXX ) I attempted to log into my account to check on the credit card account, look at statements, etc., and I was LOCKED OUT. I had no idea why, and no attempts I made allowed me to enter. I talked to two reps todayone whose name I dont remember and one whose name was XXXX XXXX XXXX ) I believe she was a supervisor. 
I also set up the account to have my statements sent to me electronically. This never happened. I received no credit card statements via any avenue, and they continued sending my checking account statements to my home address on file, which again, I had requested they NOT do. 
The following concerns the first and second issue. 
XXXX informed me that I was unable to log into my account because my CHECKING account had been LOCKED and was under review. This is the first time I was hearing this and was confused as to why. I had no idea there was any issue involving my checking account. She informed me that a physical check I deposited had been returned and because of that, my account had been BLOCKED. It was at that point I realized that someone APPARENTLY had attempted to scam me by giving me a fraudulent check in the amount of {$4500.00} ( that I thought was legitimate ) so deposited. Mind you, I dont use this account often, the check did not cause my account to go into arrears in any form or fashion, and I was never informed via email, mail, text, NOTHING that my account was under scrutiny for any reason. Those antics are unethical and unprofessional behavior for a NATIONAL bank to even TRY without notifying the consumer in question. 
To this end, I plan on reporting the entity that wrote the fraudulent check to the FTC. I would provide a photo of the front and back of the check, but can not do so, as I have been locked out of my own account through NO FAULT of my own. This is egregious. My being penalized when someone tried to SCAM me is crazy. How would I have known this? I didnt write the check. I simply signed the back because I thought it was a legitimate payment for work. Being made aware of this information, I told the Truist rep, XXXX, to PLEASE close my accountthat a review was no longer needed, as I was unimpressed by their unprofessional approach to what I had no idea was even an issue. But it certainly did explain why I couldnt log on to my online banking/credit card account. 
I also need to ensure that this does not reflect negatively on any of my credit reports because my credit/XXXX  score is XXXX, and I certainly do not want it impacted in the very least. 
Additionally, surely these people dont expect me to pay any balance on a credit card account that I can not access. That account needs to be zeroed out as a mere courtesy to me, without any penalization to me or my stellar credit. 
This is literally the craziest, weirdest experience Ive ever had with a company parading as a legitimate financial institution. 

Accounts end in XXXX and XXXX, I believe. I can't be certain. I can access nothing.

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