Consumer complaint received 2024-06-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I do not remember the exact date, but it has been over a year. I went to a Truist branch in XXXX, Florida to open a new checking account and arrived at the store at approximately XXXXXXXX XXXX that day. The representative inside the branch told me that they were a bit busy, and if it was something small, I needed to do it myself as she would not be able to assist me. I explained to her that I was trying to open a checking account and I was having some issues, She still stated she could not help me today and I needed to complete it online. I stood outside of that branch doors For about XXXX minutes until I completed the application and open my account. I even went back-and-forth inside the branch trying to get another representative to help me. After I completed my account, I need to make a deposit to activate the account so I directly transferred {$50.00} from my XXXX XXXX account and put it in the Truist account. 
Everything was fine up to that moment, and I left the branch and went home. I moved away from the XXXX area the next day and within three days after that, I was unable to get in my Truist account. I called Truist and they told me the account was closed for fraud And I needed to go in a Truist branch to verify my identity to resolve the issue. I explained to the representative that I was now thousands of miles away, and there was not a choice branch near me. She assured me that it does not matter when I went back in the branch they would be able to backtrack everything since I did not have access to the account either way, I even explained to her that flying there was out of the option because it was over {$400.00} for a ticket and I could not afford that at the time, plus I was in school and working full-time. I even asked if I could get a notarized copy of all of my ID documents and have them sent to the branch, I worked at a bank office before so I know that this is something that can be done especially when a customer is gone on vacation. I was told no I do not have that option yet today when I went in the store, I was asked why I didnt do that. Fast forward to the present time, I came back to XXXX this week and I went inside though branch today, XX/XX/year>. The representative basically told me that even though this account was closed and I had no access to it. Truist was still taking the monthly deposit and as soon as the account hit XXXX dollars, it was closed out completely, giving me no chance to remedy the situation at all so today when I went in the branch, this is what Im being told, and theres no option for me to reopen the account or the account fully as Truist already did that as soon as they took the last monthly fee in order to avoid overdraft. Never once was I contacted by Truist through email, my phone number or mail and all of my information was in the system. I even took the responsibility to call Truist every single month after that to keep explaining my situation and every single month the representative told me it would be fine as long as that eventually came and verified my identity. i kept asking what is the source of fraud account on the account and how can there be fraud when I have never even gotten the card for the account and only made a deposit. No one would ever answer that question until today when I went into the branch I am being told theyre not able to see that anymore because of the accounts permanently closed status. 
I did everything in my power to remedy the situation from the beginning by going into the branch with the correct documents to open it there. Even after that situation did not go as planned I still tried my best to work with Truist to resolve this and I called every month to explain my current situation and every month they told me it would be fine when I actually do come into the branch is the complete opposite response. Truist has assured me that there is nothing else they can do with this account and they still wont even assist me in letting me know why the account was closed in the first place and why they would not accept my notarized IDs to resolve the issue. The last time I called Truist And asked about the account I was told that it was closed, but I would still be able to get my deposit back once verified my information however, today once I got to the store that was not the case and nothing at all would be done to assist me. Also would not allow me to simply close the account permanently and refund my deposit while in its state, even though I explained I was not able to come to the branch. I sat in front of the branch, was pleading my case when the manager came over and just looked at me without even acknowledging me, then walked away without remedy the situation.

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 non-monetary relief