Consumer complaint received 2025-06-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
b'I have a Checking (XXXX) and Savings Account (XXXX) with Truist Bank Headquartered in Charlotte, North Carolina. Everything was fine and I was able to access my Free Cashed Check Images front and back with bottom Routing and Account Numbers intact up until XXXX XXXX XXXX On XXXX XXXX XXXX  I downloaded Check Images as Proof of Payment of my Truist Check #XXXX XXXX XXXX XXXX  HOA Fee Front & Back (Plaintiffs Exhibit# XXXX XXXX XXXX) and Truist Check #XXXX XXXXXXXX XXXX XXXX Special Assessment Fee Front & Back (Plaintiffs Exhibit# XXXX XXXX XXXX) from Truist Bank Online Banking and all these images the bottom Routing and Account Numbers were chopped off on these images. I submitted them to the U.S. District Court of Washington, D.C. for my Federal Civil Complaint (I am the PLAINTIFF.) thinking that they could be submitted as Redacted. However, I did NOT realize until later that these Check Images are unusable as Proof of Payment from the Truist Bank Online Banking System with the Routing Number and Account Numbers chopped off. Then, I emailed Truist Bank Client Resolution Sr. Specialist Client Advocacy on XXXX XXXX XXXX about said situation notifying them that I noticed new Check Images were chopped off from XXXX XXXX XXXX XXXXnwards. At that point, the older Check Images were still intact. On XXXX XXXX XXXX XXXX got a Response from Truist Client Advocacy with a Truist Case #XXXX  Then on XXXX XXXX XXXX I sent another email stating that I then went back and checked the older Check Images and noticed that ALL of my Check Images, past and present, were all Routing Numbers and Account Numbers chopped off at the bottoms. I subsequently got a phone call on XXXX XXXX XXXX from Truist Assistant Vice President Client Resolution Senior Specialist Client Advocacy and they said that they were researching the situation and that every one of the other Clients Check Images that they looked at also had their Check Images Front and Back chopped off at the bottom where the Routing and Account Numbers were supposed to be. I received a follow up email from this phone conversation where I was informed to escalate the situation with a Truist Digital Escalation Ticket Case # XXXX  which I then sent out via email on XXXX XXXX XXXX. I then received an Automatic Reply confirmation email from the Truist Online Banking Technical Support on XXXX XXXX XXXX XXXX have yet to receive an update as to what has transpired since then to all of those mangled Check Images. I then got a Letter on XXXX XXXX XXXX  from Truist Client Resolution Specialist Client Advocacy where they state, "Regarding your request for check copies that include the MICR (Magnetic Ink Character Recognition) line, we regret to inform you that we are unable to provide the requested documents. The MICR line, located at the bottom of checks, contains sensitive information including the bank routing number, your account number, and the check number. It is primarily used by financial institutions to facilitate the processing and clearing of checks through the banking system. While we are unable to provide copies that include the MICR line, you can access the past 18 months of check images through your Online Banking Profile. Additionally, if you prefer to receive check images with your statement, you may contact us to make the change. However, please note, this service includes a XXXX monthly fee, and the check images included with the statements will not display the MICR line." That letter explanation is ridiculous. That MICR Line is the WHOLE POINT OF HAVING CHECK IMAGES FOR CUSTOMERS SO THEY CAN DOCUMENT THEIR PAYMENTS HISTORY!!! I believe this whole situation to be incredibly ILLEGAL and DISCRIMINATORY. 1. Truist Bank has XXXX XXXX customers and they provide these Cashed Check images front and back with the bottom MICR Line Routing and Account Numbers FOR FREE to ALL of their Customers. What LEGAL RIGHT do they have to withhold these from me? 2. I already told Truist Bank that I could not get these images off of their website anymore after XXXX XXXX XXXX and they still wrote in their letter for me to go to the website to download these images. 3. The ENTIRE POINT of Cashed Check Images with the MICR Line Routing and Account Numbers is to provide Customers with DOCUMENTED PROOF OF PAYMENT HISTORY. Today on XXXX XXXX XXXX  I went to the local Olney, MD Branch of Truist Bank and spoke with their Bank Manager and asked for all of my Free Cashed Check images with the MICR Line and they again refused these to me. Paraphrasing, I then stated, "Are you telling me that Truist Bank will be responsible if I lose my home because I cannot document proof of payment history?" and they did NOT respond. I repeatedly said that I thought what they were doing was ILLEGAL and DISCRIMINATORY they did NOT respond. Those Free Cashed Check Images with the MICR Line Routing and Account Numbers chopped off renders them TOTALLY USELESS as Proof of Payment as well as INADMISSIBLE IN COURT!!! This is the whole point. If they continue to do this to people how will XXXX XXXX Customers document their PROOF OF PAYMENTS HISTORY for their homes??? XXXX XXXX Query stated, Truist Bank has XXXX XXXX  customers in the United States. XXXX XXXX customers would be approximately XXXX XXXX XXXX people of the United States Population that could have lost their Check Images if it is true what happened to other Customers as well with Truists Proof of Payment Check Images. Can someone from the Federal Government of the United States of America and the Consumer Financial Protection Bureau go and investigate this matter at Truist Bank?\n\nI, XXXX XXXX XXXX, am a Citizen of the United States of American born in OUR Nation\'s Capital of Washington, D.C. and raised in the Maryland Suburbs. My mother was a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that is a DXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I HAVE BIRTHRIGHT CITIZENSHIP. My family works/worked for the XXXX XXXX XXXX XXXX XXXX XXXX\n\nPlease help!\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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