Consumer complaint received 2026-01-02 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 : Dispute Regarding Unjustified Account Closure and Request for Review Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding an issue I encountered with Truist Bank concerning my application for the Truist XXXX XXXX Credit Card. Below are the details of the situation : Application ID : XXXX Date of Application Approval : XX/XX/XXXX Credit Card Received : XX/XX/XXXX Account Closed : XX/XX/XXXX I applied for the Truist XXXX XXXX Credit Card on XX/XX/XXXX, and was approved. I was informed that all account details would be sent to me within 7-10 business days. However, I only received the card on XX/XX/XXXX. 

Upon attempting to activate the card, I was unable to do so. After reaching out to Truist customer service, I was transferred to a representative who informed me that my account had been closed on XX/XX/XXXX, for an unknown reason. I was advised to contact the Fraud Department at XXXX. 

I called the Fraud Department and spoke with a representative named XXXX, who stated that there were no apparent issues with my account, and she could not find any reason why I had been transferred to her department. She advised me to contact the Credit Card Department again for clarification. 

When I reached the Credit Card Department, I was told that, according to Truist 's policy, the bank can close accounts at any time. I requested to speak with a supervisor for further clarification. The supervisor informed me that someone had attempted to call me on XX/XX/XXXX, but since I did not return the call, my account was closed on XX/XX/XXXX. However, no such call was made to me. The only call I received was from a representative named XXXX, who set up my Truist XXXX XXXX Credit Line account. 

I am deeply upset and frustrated by this situation. It seems that there was an error or miscommunication on Truist 's part, leading to the wrongful closure of my account. I was advised by the supervisor that there was nothing they could do and that I should simply reapply. However, this would result in another hard inquiry on my credit report, as Truist has already pulled my XXXX  credit report for review. 

I request that the Consumer Financial Protection Bureau review the actions taken by Truist Bank in this matter. It appears that my application was mishandled, and my account was closed in error. I also find the explanation that Truist can close accounts " at any time '' under company policy to be problematic, especially when these actions are not executed correctly. While I understand the bank has policies in place, I believe it is essential for those policies to be applied fairly and accurately. 

Thank you for your attention to this matter. I look forward to your prompt response and resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX 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 explanation