Consumer complaint received 2024-03-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: WA

Complaint narrative:
I am the Power of Attorney for my Father. My mother XXXX XXXX  and my father has XXXX XXXX XXXX 

Currently the Company ( Truist ) bank has over XXXX XXXX my parent 's funds that are inaccessible to me as Power of Attorney.

The account was originally set-up to receive automatic deposits from various retirement/pension services ( i.e. XXXX XXXX ). I spent XXXX  years working to move the deposits to an alternate bank so that I could close this account and transfer the existing funds to an account that would enable me to use them to care for my father. 

Starting in XX/XX/XXXX, I began contacting the company in order to start the process to close the account.

- I have provided all documentation required by the company to put in place a POA ( Signed Power of Attorney, Delegation of Power of Attorney, Death Certificates, etc. ). 
- I have placed over XXXX calls, over XXXX emails and had multiple discussions with the Company and have made no progress.

- At the Company 's recommendation, my sibling ( s ) traveled to a local branch and submitted the recommended paperwork... and this process was rejected by the company after submission.

- At the Company 's direct recommendation, I attempted to use the XXXX service... and my account access was immediately blocked for " fraud ''. 
- The XXXX has communicated ( not directly to me, but through a sibling ) that there is nothing they can do to address the " fraud '' concern ( even though their recommendation created the issue ). 

From the period of XX/XX/XXXX through XX/XX/XXXX I have contacted the Company multiple times - I have called the assigned Representative XXXX  times ( XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ), leaving voice mails and have not received a response. 
- I have called the main branch XXXX times ( XX/XX/XXXX, XX/XX/XXXX ), left voicemail and have not received a response- I have called Truist 's main XXXX number ( XX/XX/XXXX ) and spoke with an Agent who contacted the assigned Representative. I was told the Representative was working with a customer and would call me back immediately. I have not received a call back.

Through this process, I have provided multiple copies of all relevant information to the Company. This information includes Death Certificate, Power of Attorney and Delegation of Power of Attorney. 

- On XX/XX/XXXX, on the guidance of an agent on the Company 's XXXX number, I sent this information in physical mail to an address provided - On XX/XX/XXXX, I was informed that the Company had no record of this information and, in fact, the process of sending physical mail was not " correct '' and I would need to work with a local branch - On XX/XX/XXXX, I contacted a local branch, and spoke with a new Agent who asked me to send all relevant information to her via email. I sent this information and she confirmed receipt. 
- In early XX/XX/XXXX, the new Agent directed me to work with a DIFFERENT Agent - On the guidance of the Agent, my sibling traveled on XX/XX/XXXX to the local branch and provided the above information in physical form and completed multiple forms that were notarized locally in order to put in place an " ATF '' ( Automatic Transfer of Funds ) - On XX/XX/XXXX, the Company informed my sister that her application was rejected and she could not receive access ( as I am the POA for the account ) At this time, my understanding is that I must personally travel XXXX miles at significant cost and personal impact to RESUBMIT all paperwork and apply for the ATF. However, given that I have repeatedly received incorrect guidance from the Company, I am reluctant to make this commitment to this travel as I expect it will not be effective. 

Of note, during this period, the XXXX XXXX dollars has earned < {$5.00} interest... providing the Company with significant funds at very little cost.

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