Consumer complaint received 2025-11-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
On XX/XX/year>, Trust Bank suddenly restricted my bank account without prior notice and blocked all access to my funds. I immediately completed every identity-verification step requested by the bank, and a representative verbally confirmed that there was no fraud on my account and no government or legal action against my funds. Despite this, Trust Bank continues to deny me access to my own money and refuses to provide a written explanation or lawful reason for the restriction. I was told repeatedly that the only resolution was to physically walk into a Trust Bank branch, even after explaining that I am in XXXX, XXXX  an area with no Trust Bank branches within reach. 

I am scheduled to begin a job assignment in XXXX XXXX, California, and was supposed to begin driving today a XXXX, XXXX trip. I am required to secure housing and transportation upon arrival, but this is impossible because Trust Bank is withholding my funds. Their refusal to restore access has placed my employment, housing, and financial stability at risk. I was told that my only option is to fly to another state just to walk into a branch, spend money I do not have, miss XXXX days of work, then race back to XXXX  XXXX XXXX to XXXX XXXX immediately afterward all for a situation caused entirely by Trust Bank. This is an unreasonable and unlawful burden. 

To make matters worse, the bank assured me I could use my debit card once activated but the card has not arrived and remains in the mail. I have no physical card, no online banking access, and no way to verify external services like XXXX XXXX, XXXX, or other payment apps. I also can not use XXXX because my account is locked. Trust Bank stated I could use XXXX, XXXX XXXX, or XXXX but those require online account access, which the bank is denying. 

In a recent call, a supervisor in the XXXX department named XXXX XXXX, who said he oversees XXXX operations, told me there was nothing he could do. He insisted I must walk into a branch, even after I repeated there are none in my state. He also dismissed my emergency concerns, though I told him I am a parent, I am being forced to miss work, and I have no access to funds for basic necessities. 

I later spoke to a Trust Bank branch in another state, who said the note on my account stated it could not be unlocked because the customer hung up before the representative could assist. That note is false. I did end the call but only after the representative told me, for the tenth time, that she could not help and I would need to walk into a branch. All calls are recorded on Trust Banks recorded line, so the bank itself has full documentation of each statement, refusal, and conversation. 

Trust Bank has created financial hardship, emotional distress, and employment risk by withholding my legally owned funds without cause or lawful explanation. There is no fraud claim, no government hold, and no court order only internal restriction without due process. 

I am requesting urgent intervention from the Consumer Financial Protection Bureau. I am asking that Trust Bank be required to : Immediately restore access to my account or provide emergency access to my funds Provide written explanation for the restriction and the legal authority used Confirm whether any legal order, regulatory freeze, or fraud claim actually exists Compensate me for financial losses, missed work, forced travel expenses, and emotional distress caused by this unlawful restriction Sincerely, 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 non-monetary relief