Consumer complaint received 2025-09-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
I am submitting this complaint regarding Truist Banks XXXX, NC branch. Despite Truists public-facing policy ( last updated XX/XX/XXXX ) advertising notary services to clients, I was denied service and told falsely that only 'Truist documents ' could be notarized. I was also subjected to discriminatory treatment, defamatory remarks, and an unprofessional phone call in which manager XXXX XXXX insinuated I was engaged in nefarious acts and then hung up on me. This constitutes unfair and deceptive practices by a financial institution. 

I request the CFPB investigate Truists practices and enforce corrective measures. 

Statement of Facts : Incident Summary - On Friday, XX/XX/XXXX, I called the XXXX, NC Truist branch multiple times to confirm if the notary was available. No one answered. I drove to the branch to have my Affidavit of Service notarized for my pending litigation. 
- Upon arrival, I was told by staff that the notary ( XXXX XXXX XXXX ) had left her notary stamp at home. This forced me to leave without being able to file at the courthouse that day, as it was already closing. 
- On Monday, XX/XX/XXXX, the same situation repeated. XXXX XXXX again allegedly did not have her stamp. Employees yelled across the lobby try the library in a dismissive manner as I exited. 
- On Tuesday, XX/XX/XXXX, I called the branch and was told by staff that, per the manager ( XXXX XXXX ), Truist would no longer notarize documents that are not Truist-related. When I questioned this, XXXX XXXX personally called me back and claimed employees were uncomfortable notarizing my documents because I seem suspicious and bring in too many documents. 
- During that call, after insinuating that I was engaged in suspicious or nefarious activity with my paperwork, XXXX XXXX abruptly rushed me off the phone, saying something along the lines of if theres nothing else I can help you with, you have a nice day, and then hung up on me. This was dismissive, unprofessional, and compounded the discriminatory and defamatory nature of her remarks. 

Issues Identified 1. Negligence & Professional Misconduct - A notary is required to carry their seal and perform their duties. Forgetting a stamp repeatedly is irresponsible, unprofessional, and directly hinders the publics access to notarial services. 

2. Arbitrary Policy Change / Misrepresentation - Truists own public notary policy ( last updated XX/XX/XXXX ) states services are available for various documents. Nothing in the official policy restricts notarization to Truist documents only. 
- A branch manager can not unilaterally contradict corporate policy. 

3. Racial Discrimination, Defamation & Unprofessional Conduct - The managers claim that I appeared suspicious and bring too many documents is not only baseless but racially discriminatory in context. 
- This statement falsely associates me with potential criminal activity when in fact I was notarizing lawful litigation documents. 
- The abrupt dismissal and hang-up after making such remarks further demonstrates unprofessional, hostile, and discriminatory conduct. 

Consequences - I was delayed and hindered in accessing the courthouse due to Truist staff misconduct. 
- I was humiliated, subjected to discriminatory treatment, falsely accused of suspicious/criminal behavior, and abruptly dismissed over the phone. 
- I was arbitrarily denied a service Truist advertises as free to clients.

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