Consumer complaint received 2026-05-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Subject : Formal Complaint Against Truist Bank for Retaliatory Account Closure and Unfair Treatment To Whom It May Concern, I am submitting this complaint to formally request an investigation into Truist Banks handling of my recently opened credit card account, as well as what I believe to be retaliatory and unfair business practices following my submission of a customer service complaint. In early XX/XX/year>, I applied for and was approved for a Truist credit card with a credit limit of {$23000.00}. Upon receiving the card, I attempted to make my first business purchase in the amount of {$20000.00}. The transaction was declined, and I promptly contacted Truist Bank on XX/XX/year>. I was informed that the charge had been flagged by their fraud department and was told to expect a follow-up call within 24 hours. I did not receive any follow-up. On XX/XX/year>, I contacted Truist Bank twice more in an effort to resolve the matter. During my first call, I was transferred to another representative and the call was disconnected. During my second call, I was again told that someone from the fraud department would contact me. No outreach ever occurred. Due to the lack of follow-through, repeated transfers between departments, and inability to resolve a straightforward issue, I submitted a customer satisfaction survey detailing my poor experience with Truist Bank up to that point. My feedback specifically highlighted the consistent lack of communication and the frustration of being passed between representatives without resolution. On XX/XX/year>, I was contacted via email by XXXX XXXX of Truist Banks XXXX XXXX XXXX, who indicated that she would follow up regarding my concerns and work toward a resolution. However, during a phone call on XX/XX/year>, XXXX XXXX apologized for the inconvenience but then informed me that Truist Bank had decided to close my credit card account. I subsequently received written confirmation stating the reason as Unsatisfactory Maintenance of Truist relationship ( s ), including deposit and loan accounts. This explanation is vague, unsupported, and inconsistent with the facts. My account was newly established, in good standing, and had not been used beyond the single attempted transaction that was declined. The only intervening event was my submission of a negative service review. Based on the timing and circumstances, it appears that my account was closed in direct response to my complaint. I believe this action constitutes retaliatory conduct and raises serious concerns about fair treatment and transparency in Truist Banks customer practices. Consumers should not face adverse account actions for voicing legitimate concerns or dissatisfaction with service. I attempted to resolve this matter directly with Truist Bank but remain unsatisfied with their response, which did not adequately address the substance of my complaint or provide a meaningful explanation for the account closure. I respectfully request that the Consumer Financial Protection Bureau : -Investigate Truist Banks handling of my account and the decision to close it. -Determine whether Truist Bank engaged in retaliatory or unfair practices in response to my complaint. -Require Truist Bank to provide a clear, evidence-based explanation for the adverse action taken against my account. -Ensure appropriate corrective measures are implemented to prevent similar occurrences for other consumers. I appreciate your attention to this matter and look forward to your review and assistance in ensuring accountability and fair treatment. Sincerely, 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 explanation