Consumer complaint received 2026-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
My account originally froze on XX/XX/year>XXXX I called and they said on that date that the account was frozen and that it would take up to seven business days to resolve. I then went into the bank that week and they advised that the account was completely froze not just for the suspicious or checks in question. I was advised by the bank manager to wait until XX/XX/XXXX on XX/XX/XXXX. I called and they were, they advised me that they had needed documents from XXXX XXXX XXXXXXXX, proving that the deposited checks were made for me. I then called XXXX XXXX XXXXXXXX and they advised that the only documents they could provide with the ones that were sent to me with the checks I then provided those documents to Truist. This was before XX/XX/XXXX or around the day on XX/XX/XXXX. They then advised me that I couldnt go into a local branch with two forms of ID and verify a few charges, and that my account would be unlocked. I I then called the bank as I was on my way to the local branch on Monday, XX/XX/XXXX the following business day for them because they are closed over the weekend. They advised me over the phone that my account was back locked and that I couldnt go to a local branch to unfreeze my account because the analyst had unapproved the documents that verified the checks in question. I went into the brand local branch and spoke with a banker on Monday the XX/XX/XXXX and they advised me that they uploaded the documents that verify the check question to the analyst from the backend and advise that they would call me back the following business day on Tuesday, XX/XX/XXXX or I would get a call from the endless myself, but I didnt hear from the analyst or from the banker at all as of current today, XX/XX/XXXX. I have asked numerous times over the phone why my account was frozen. Why is it taking so long for them to verify the checks when XXXX XXXX XXXXXXXX is willing to verify the checks over the phone if I go into the bank and how long this whole investigation will take unfortunately I have been unable to get any resolution or any solid reason on why my account was frozen in the first place and why its still frozen for over two weeks. I am now facing financial hardship of possible eviction as I am late on rent. I all my bills are already due, and they are freezing all of my account not even the other money that was deposited outside of the check and question it is completely unfair on how they are going about things and what they are doing on Monday, XX/XX/XXXX when I went into the bank the banker spoke with the analyst himself and they said that it was all because they needed those documents facts over so the banker did that and I am still waiting just for the analyst to unfreeze the account as advised over the phone yesterday XX/XX/XXXX. I have already filed a complaint with the North Carolina Department of banking, but I have been not able to reach anyone or get any resolution on the matter. They completely have no urgency on the matter, even though they know that they are just waiting for the analyst to unfreeze the account. Even the banker advised in the bank that they dont understand why the account is still frozen and that they have had this issue with other customers as well.

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