Consumer complaint received 2026-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am filing a severe escalation complaint against Truist Bank for continuous non-compliance, withholding my funds, and directly causing immediate financial damage to my credit and livelihood due to their absolute refusal to resolve a known automated security loop. 

All of my household income goes into this account. Despite making several prior formal complaints to Truist, they have completely failed to act or provide a resolution. 

Because Truist has completely blocked my online access due to an automated prepaid cell phone verification glitch, I have zero digital access. Furthermore, Truist has utterly failed to honor my explicit demands to revert my account to physical paper statements. Because they refuse to mail me paper statements, I am being entirely isolated from my federally mandated financial disclosures and account information. 

Truist previously promised to mail me a physical bank card so that I could at least pay my bills blindly at an ATM or over the phone. They failed to send the card. Because Truist has withheld my money, failed to send the card, and refused to provide paper statements, I have now officially missed both my car payment and my credit card payments. 

Truists extreme negligence is actively destroying my credit score, threatening the repossession of my vehicle, and blocking me from my own earned money. Standard customer service has completely failed me. I am demanding immediate executive intervention to return full access to my money and account disclosures today.at immediate risk of repossession and causing active, severe damage to my credit score. 

Furthermore, Truist has designated this account as " online-only '' and refuses to issue or mail physical paper statements. However, because Truist has entirely blocked my online banking access and locked me out of the digital platform, I am left with zero legal or physical mechanisms to view my account balances, transactions, or history. Even after explicitly requesting paper statements and a physical debit card so that I could at least pay my bills blindly, Truist has utterly failed and refused to send them. They are using their digital infrastructure to completely isolate me from my funds and my federally mandated financial disclosures. 

To complicate matters severely, Truist 's total lockout has left me with zero funds, meaning I have to spend money I do not have out of pocket just to pay for transportation to travel to a physical branch. Additionally, I have just started a brand-new job and am being forced to take time off work and risk my employment to fix a corporate banking error. I have to choose between buying groceries and going to the bank today this should be illegal. All of this because they will not verify the information I have given them over the phone, in the app, via email, via fax, via video. There are so many ways for them to verify this information but they will not. 

I have already filed a formal internal complaint directly with Truist regarding this total freeze and lack of communication. Bank representatives stated they were " looking into this, '' but no one has reached out to me, provided any updates, or offered any assistance. I am being completely ignored while my financial livelihood is being actively destroyed. 

Truist is violating basic consumer protections by withholding my money and blocking access to my statements with the only explanation being that my phone carrier is not one they work with.

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