Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
I have been overseas for a while. On XX/XX/year>, I called Truist to dispute some unknow fees on my account ; instead of taking care of the dispute, the lady just went right away and blocked my debit card. I was really shocked by her extreme reaction since I was thinking she would just dispute the payment to this merchant and blocked them. I asked why she did it and she argue that this is only measure to take because my card was already compromised, and they had to reissue a new card. I told her I was overseas and if she measures the consequences of her actions because I need my money to take care of my daily needs here overseas. On that day I called 8 times and spent 1h09 minutes over the phone. You can already imagine how much it cost when calling the US from overseas for over 1h. The next day, XX/XX/year> I called back and asked to speak with a supervisor. I explained to her the whole situation, and stated the emergency. I gave her the address to send my new card to and made sure that she got everything right by spelling the address and had her repeat. She talked about phone verification but I told I don't have my US phone number anymore since I have been overseas for a while. She went ahead and processed everything. I asked her who will be the mail carrier, she said she didn't know. I explained that for faster mailing, they should use XXXX as the mail carrier since they go worldwide and they are safe because they provide a tracking number and they will call me once the mail arrives. She said she had no control over this but I will get my card no worries. I said OK. This call lasted 35 min 32 s. Seeing nothing, I called back on XX/XX/year>, nearly a month later, to inquire about the status of my card. I tried to make sure that they sent my card to the right address, and Truist customer service assured me that everything was fine and it was sent to the address I provided. I called twice and they lasted 20 min 36 s. On April 2d, 2026, I called again three times trying to know who was the mail carrier and getting the tracking number. I stayed over the phone for 1h30, and to my surprise, after verification I realized that part of the address was missing, and they even failed to include the country. I was really devasted. I spelled my address again and made sure they have everything correct. I reminded the lady that I was calling from overseas and didn't have enough credit, not money to stay longer than that on the phone. Meanwhile I mentioned that even if I had to pay for expediate shipping through XXXX I would do it. The conversation was cut off, but she already had everything to process the shipment. On XX/XX/year>, I called back asking about the mail carrier and the tracking number, but a lady supervisor kept me that it was not sent because verification was not done amd the address was just changed in the system. I reminded her that I never asked to be with Truist, I was forced to become a Truist customer after my bank decided to close their business in the state. And second, a Truist customer service too zealous decided to block my card without asking my consent. Third, I gave the right address back on XX/XX/year> but someone made a mistake and did not include the whole information so this is not my problem, otherwise I would have had my card. And they all know I don't have a US phone number. The lady told me that the only option is to go to a branch for verification, And I said, " so you want me to get on a plane, go to the US and to a local branch for verification?! Do you lsiten to yourself? Are you sane in mind? Just say that you don't care if I die, knowing that I can not access my money to take care of myself ''. We got disconnected. The call lasted 35 min 4 s. I am really tired of this insanity and want this resolved ASAP. No one on earth can live and function without money. Plus, All my subscriptions are being terminated and I am losing some businesses due to that.

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