Consumer complaint received 2025-02-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
I was an employee of XXXX XXXX XXXX XXXX from XX/XX/XXXX to XX/XX/XXXX. During this time, I was the sole beneficiary of a 401K account housed by a company named XXXX ( now XXXX XXXX ). 
On XX/XX/XXXX I decided to move to XXXXXXXX XXXX XXXX ; not without updating my information and new address with the USPS, ( I can provide proof of this if required ) and having ALL my correspondence forwarded to the new address in XXXX. 
On XX/XX/XXXX, I contacted XXXX  to update my contact information, but since I did not have retirement benefits with my new employer yet, I decided to keep my account with them until I could qualify for this benefit in my new job. I received confirmation via email from XXXX stating they had received my new contact info, and it had been updated successfully in my account profile. 
Moving forward, I had some life events that prevented me from working for a few years until I was hired again in XXXX by XXXX XXXX XXXX XXXX and was finally able to qualify for retirement benefits. When I contacted XXXX  to access my account, I was told via email that the account had been transferred on XX/XX/XXXX, to XXXX XXXX XXXX XXXX  ( which had merge with Truist bank ). On XX/XX/XXXX I proceeded to contact Truist Bank to locate my XXXX account ; and after being forced to provide my social security to XXXX different agents and an enormous and ridiculous amount of questions to validate who I was, I was told by XXXX XXXX ( supervisor of customer service ) that the only information she was able to find on this account was that It was indeed a XXXX account at some point, but it had been transferred to yet another company called XXXX XXXX. She could not provide any of the legal questions I am entitled to ask being the account holder and only beneficiary such as : What specific date the account was transferred to XXXX? Why wasnt I notified about these changes if Truist had my contact info ( email and physical address? What was the account number at the time of the transfer to XXXX, and what was the original amount in the account and total amount transferred. None of these questions were answered to me as the Truist supervisor XXXX refused to disclosure this information stating, It was not available. How come Truist being a Financial Institution that at some point held my 401K account is unable to provide information about the account in question? After I hanged up with Truist, I contacted XXXX XXXX and spoke to one of the Corporate Supervisors XXXX XXXX XXXX ; she tried with all the resources available ( including my social security number ) to find the XXXX account that per Truist, had been transferred over to them, but she could not locate my account either. This made me contact Truist once more and this time, I included in the phone call XXXX XXXX from XXXX XXXX. The same questions were asked again by XXXX XXXX XXXX ( XXXX XXXX ) to the Truist representative XXXX XXXX, cite : - If you are saying the account was sent over to us ( XXXX ) you are required to show proof of this. When was it send over to us? What amount was in the account at the time of the transfer and what is the account number.? - Again, the representative from Truist XXXX XXXX was unable to answer these questions and simply said the only info she had relating this account was a note that says, Account was sent to XXXX in XXXX The manager from XXXX highlighted how irregular this sounded for a bank, and that on her end, the account was never received. 
Truist is failing to provide information relating this XXXX account under my name. I need to know when the account was received by Truist Bank, the account number, how much was in the account at the time they received it and WHERE DID THEY SEND IT TO? Since XXXX XXXX never got it! I think Truist being a financial institution legally is supposed to keep financial records of its clients accounts and transfers, and it is obvious at this point that they are refusing to provide information on my account because they dont really know where it was sent to. I need to have this info as soon as possible. 
Thank you

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