Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: AZ

Complaint narrative:
When I opened my accounts with XXXX XXXX XXXX XXXX now truist ) in XXXX it was for the purpose of depositing my real estate commission checks. I was an agent in XXXX and I wanted to keep those funds separate and I loved the ladies at the XXXX branch when I would go in there and deposit my checks. I always gave them my ID when doing deposits and never got asked for anything extra or to verify anything. Fast forward to XXXX XXXX. I was planning a long move across the country. We got through a couple states and I tried using my Truist card to pay for purchases and it was declined. I tried logging in and it said that account was restricted. This put me into panic mode because that should not have happened. I called and spoke to the fraud prevention team and he stated that the risk department had chosen to close my accounts. I asked what happened to the funds in the accounts because there were 3 at the time and he told me that I needed to go into the nearest truist location with my ID and I could withdraw the funds. I told him that that was not possible because I am now XXXX miles away from the nearest truist bank. Once we got into our house in XXXX and started my job, I started receiving 3 statements each month for the accounts. One was a checking account with {$450.00} in it, One was a savings with {$100.00} and another was a savings for {$100.00}. These were accounts that I set up so my kids had a place to put their money they earned but it was now being blocked. I have tried for 3 years, through numerous phone calls and hours and hours of waiting on hold to just be told that they refuse to close my accounts or allow me access to the funds. I did call once and they told me that if I send in a copy of my DL, and SS card than they could close it manually. I did that. I sent in a copy of the DL, SS card, property deed to verify the address that I lived at when I opened it and a copy of a statement from the realtor company I worked for. I sent it priority mail to the address and mail code that the customer service agent gave me. I waited about 2 months before calling in case it was being processed but I was still receiving statements in the mail. What started to infuriate me is that each month they thought it was ok to take out XXXX XXXX  monthly service fees. At this point in XX/XX/XXXX, after 3 years of battling Truist and their unfair practices within their fraud department, my daughters savings account is now gone because of monthly service fees and my checking is now down to {$380.00}. This is beyond unfair and deceitful and I have more than cooperated with what they would tell me to do in order to close this out. I will not spend thousands of dollars to fly across the country to close out my {$500.00} that they refuse to give me. They allow me online access, access to open new accounts and even order a debit card. But the best part is that I can't even use the card. I want this account closed and I want my money that is being held hostage so they can take it from me month after month sent to the address that they have on file. This type of behavior should not be allowed and I truly hope that they read the unfair and deceptive practice act.

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 monetary relief