Consumer complaint received 2025-11-04 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
On XX/XX/year>, at approximately XXXX am, I went into the Truist Bank local branch at XXXX XXXX XXXX XXXX, XXXX, SC to cash a check from my home equity line of credit. My home equity line is through Truist so this should have been easy. I was assisted by a teller named XXXX who seemed confused about what type of account I had asking me if it was a checking account after I told her it was a home equity line. She had to ask for assistance from the other teller. After the other teller advised her, she began processing the check. She had questions throughout and had to be assisted by the other teller. At the end of the transaction after she had counted all of the cash and brought it to the window but before she gave it to me, she had another question she needed assistance from the second teller. The teller came over and told her it was not a savings account after looking at the monitor and told her she processed it just like cashing a regular check and went back to her line. XXXX proceeded to do things on the monitor and then called the other teller over again. This time the second teller came over and asked her why she reversed the transaction and XXXX said because it didnt read the right amount on the check and thought she could reverse it and then cancel it to fix it. The teller advised her that she could not in fact do that and she shouldnt have reversed it as the system now shows the transaction is processing and can not be fixed until it reverses itself back tonight which means that I couldnt cash the check to get the cash until tomorrow now. I needed this money to pay a XXXX today and can not wait for XXXX mistake to reverse. I asked to speak to a branch XXXX and XXXX ran in to his office to advise him what she had done and left me standing at the counter. By this time there was a lobby full of people, approximately XXXX people waiting. The branch XXXX came out and proceeded to tell me in front of the whole lobby that there was nothing that could be done to get the cash today and I had to wait now until tomorrow because of the reversal. Everyone in the lobby heard the whole conversation which was absolutely inappropriate, unprofessional, and a violation of my personal information to be discussed in front of the other customers in the lobby when the branch XXXX had an office that he came out of to talk to me and could have taken the discussion in his office behind a closed door so that the other individuals did not hear the details of the transaction. And XXXX should be put back through training because of her incompetence and poor attitude about the situation, especially during this time of a government shutdown. I could have been a customer that was in dire need of that money and can only hope that she doesnt service a family in dire need and XXXX their account up as well preventing them from getting the cash they need.

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