Consumer complaint received 2024-05-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I call truist customer service XX/XX/2024. Because I was getting text messages about purchases they I had made at XXXX. I was getting several text messages stating that I had made purchase. I had made purchases a few days before just to make sure no one else was using my card I called customer service. The customer service rep told me he didn't see any other chargest on my account. While speaking with him I couldn't find my card at the time. Not thinking I could have told him to put a hold on the card I told him to cancel it. I went into XXXX XXXX branch in XXXX Ga, XX/XX/2024 after not receiving my card in a timely matter and asked for a temporary business card. The young man was very nice. I also told him that I wanted to deposit a {$1000.00} in that account. The young man gave me a temporary card but the card was not connected to my business account he connected it to my personal account. I when to XXXX trying to use the card it was declined I didn't understand I had just put a XXXX in the account after call customer service they didn't see the card connected to my business account. So the guy say I bet he connected it to your personal account. After putting up my personal account the guy did see where the card was connected to my personal account. He say the card was declined because of the wrong pin. I waited a few days thinking my card would come in a few days but I didn't. I call customer service again around XXXX XXXX. They could not see where a card was ever order. XXXX XXXX I went into the XXXX branch on XX/XX/2024. Withdrew the money off my personal and XXXX to my business. I told the guy that I needed a temporary business car he told me that I would have to speak with a customer service or branch rep. Which I did XXXX XXXX. She gave a temporary card and she order me a new card as I sat there. I used the temporary card the next day and that Friday when I tried to use Monday morning the card was declined call customer service they said the card had been blocked they didn't give me a reason why I asked could he see where another. card had been order he said no he couldn't see. Well that was strange. I sat there while XXXX XXXX order the card. I immediately called XXXX XXXX she didn't answer nor did she return my call the card was suppose to be send to the branch and she was suppose to call me when she received it. She never called me back so I called her back Tuesday XX/XX/2024. She never answer her phone only reach by being transfer from main branch number. After speaking with her she couldn't see where the card she order was on the system. She stated that she was going to called someone to see what happened and she would call me back in 10 min. Never called me back I called her and asked her what happened she said she was going to order another card but she needed my permission. I asked could she give me a temporary she said no. They said that I couldn't have one. Who is they I don't know. This was XXXX XXXX XXXX. I called customer service and spoke with XXXX XXXX. Said say I am suppose to be give s temporary card if hadn't received my permanent card. She put me on hold to speak to a supervisor. She said while she had me on hold she contacted XXXX XXXX said that XXXX XXXX said she was sitting in her office with her supervisior going over my account to see why the card was ordered. Day 1 she said she was going to wave the XXXX fee for the rush. No one has never even seen the fee in my account where the card was suppose to be rushed. I called XXXX XXXX XXXX yesterday and she still told me a different story about the temporary called. Keep in my I have called XXXX XXXX several time has never returned my call s. I said I called you she said I know I have been busy. My question is did she order the card or is she just lying to me. I still don't have a card bad customer service. Every body is not meant to be in customer service. Why are all my cards being blocked. Sure glad she gave me her card. So I know who part of the blame is. 
Thanks In Advance for any help XXXX XXXX

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 monetary relief