Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
XXXX CONSUMER FINANCIAL PROTECTION BUREAU ( CFPB ) COMPLAINT PROCESS BOTH CUSTOMER ACCOUNTS ( CHECKING/MONEY MARKET ) AND CREDIT CARD This is a follow-up complaint to an earlier filing regarding XXXX Truist Banks ( XXXX, XXXX XXXX XXXX and XXXX XXXX ) as Complaint Number XXXX. Please note that the Complainant received CFPB responses dated XX/XX/XXXX noting Weve received your complaint ( XXXX ), XX/XX/XXXX noting Your complaint has been sent to the company, and XX/XX/XXXX noting The company has responded that it is working on your case. 

Truist Bank Financial Corporation has yet to provide an official response to the filing, but continued exact punitive measures against the consumer/creditor/account holder and authorized user, daughter as of XX/XX/XXXX during an ambushed circus encounter in the presence of a witness, XXXX XXXX, friend visiting from XXXX, California. The need for a witness was by designed to witness the adverse, punitive and unprofessional operation of Truist Bank and its staff, especially executive management. 

I was subjected to federal prohibited violation of race, XXXX, color as well as possible age XXXX and possible elderly abuse especially during the XX/XX/XXXX in-person scheduled meeting with XXXX XXXX XXXX Senior Relationship Banker dealing with both account types and the credit card as well as prior to and after the XX/XX/XXXX horrific encounter. 

Credit Card Major Issues : XX/XX/XXXX, visited to XXXX XXXX Truist Requested reduction in credit card limit from {$9000.00} plus to {$5000.00} with XXXX XXXX, a XXXX female banker with the lead and involvement of XXXX XXXX, XXXX male branch leader. XXXX XXXX requested to provide a customer copy of the financial transaction and directed me to online banking for confirmation. That is not process since I elected paper transaction. The branch manager XXXX refusal. The bank has no privacy and confidentiality since the bank personnel doesnt seek to provide that environment. 

XX/XX/XXXX, visited the XXXX Truist, the bank I elected use nearest my residence based on its location, parking and access to the nearest useful tennis court. I met with XXXX XXXX in an attempt to secure that credit card reduction and that request was dismissed. The branch manager, XXXX XXXX, XXXX XXXX, support XXXX refusal. The bank has privacy and confidentiality settings, but the bank refuses to offer it to me upon request. 

XX/XX/XXXX, visited Truist Bank XXXX XXXX XXXX branch to procure a copy of the earlier credit card reduction of XX/XX/XXXX and reverse the prior to re-increase the credit card limit by {$3000.00} back to {$8000.00}. Met with XXXX XXXX XXXX, Relationship Banker, to secure a customer copy of the XX/XX/XXXX, credit card limit reduction, it was refused. I requested that the reduction be reversed by an increase of {$3000.00}. The banker initiated the requested via online computer request at her desk. It was alleged it couldnt be, but no proof was offered to the contrary. Nothing that I objected because the bank intended to do a credit card credit bureaus hard hit which did occur. The banker refused to provide a copy of the application nor allow a customer screenshot of the application. Nor have the customer ever received correspondence confirmation of the in-person approval. Again, privacy and confidentiality are dismissed by bank personnel with doors open with financial discussions in progress with customers whose business can be overhead with clarity. 

XX/XX/XXXX, received a call from my daughter stating her authorized credit card was declined. Truist Bank Credit Card Department had no contacted me in any form regarding problems with the card. My daughter moved from XXXX XXXX, NC XX/XX/XXXX to XXXX, Alabama. Prior to our departure, we visited Truist Bank to place the card in XXXX. The adverse, unlawful cancellation of the authorizer users card is directly tied to my advocacy against the bank for adverse business practices and their outward, visual discriminatory practices, especially the day of XX/XX/XXXX at Truist XXXX. 

Truist Bank Checking and Money Market Issues : Checking Account Maintenance Charge I discovered a charge of {$25.00} on the statement dated XX/XX/XXXX. I visited XXXX Truist to address the charge, knowing I had dealt with charges with XXXX XXXX, Assistant VP, XXXX XXXX XXXX, XXXX, XXXX  XXXX XXXX  XXXX, that as long as I had dedicated direct deposits, no charges would. That DC encounter occurred XXXX XX/XX/XXXX prior to the Georgia relocation. 

I visited the XXXX Truist and met with XXXX XXXX, Senior Relationship Banker, on XX/XX/XXXX, at which time she waived the maintenance fee, but refused to provide a customer copy of the transaction. Additionally, I was transferred to another type of account in order to allegedly avoid that charge. Remember, the DC banker had already informed me as long as I have direct deposits, no maintenance charges. XXXX XXXX never provided that copy of the customer copy of the change as well as the associated document ( XXXX ) explaining the account usage. The only thing stated was that it was tied to direct deposits. 

An XX/XX/XXXX visit to Truist Bank XXXX XXXX XXXX branch was made to ( 1 ) reduce the credit card limit and ( 2 ) possibly change of accounts from Joint to Individual. The credit card reduction was dealt with under extreme duress as well as the request for possible change of the account type. XXXX XXXX stated absolutely the account change couldnt be changed. My reading of the policy dictated that was not in fact accurate. Pressing the issue, the banker became dismissive, and ultimately stating she shall not close the accounts. 

Leading the XXXX branch, I visited the XXXX Truist, and again met with XXXX XXXX. XXXX refused again refused to provide a copy of the credit card customer that was also refused at XXXX XXXX Truist. Again, I sought clarification of the ability to switch back from Joint to Individual Accounts. XXXX XXXX appeared uncertain based on the policy interpretation raised on my part. Allegedly, she elevated the issue to Corporate Escalation, and rescheduled a meeting for XX/XX/XXXX, at XXXX XXXX 

XX/XX/XXXX Rescheduled Appointment Confronting Possible Federal Prohibited Violations and Others Regarding Accounts Type : I met with XXXX XXXX in a private office only with the door open because I closed the door as I entered, and she directed the door to be reopened. She refused to provide customer copies for prior financial transactions : ( a ) waive maintenance refund and ( 2 ) change checking account related documents during the private office visit. 

XXXX XXXX asked me directly was I there to close both Joint Accounts, which I immediately rejected. At that point, I was asked to leave her office. I requested a meeting with the supervisor, XXXX XXXX, which never occurred after waiting from XXXX XXXX  to XXXX XXXX  under extreme duress and physical discomfort due to the absence of a restroom a XXXX XXXX condition. 

During the waiting to see the supervisor which never occurred, the following occurred after returning to the public lobby area with chairs and majority white customers and alone female of XXXX : ( a ) XXXX XXXX continued her the unprofessional financial encounter in full public view of the waiting customers by bring two documents to me public rather than in private : ( 1 ) the change account type and ( 2 ) next, a purple folder containing the Bank Services Agreement and the Fees Schedule which were withheld dating back to XX/XX/XXXX. 

( b ) I witnessed deliberate violations of prohibited practices of race, XXXX, color and possible age XXXX and possible elderly abuse where XXXX XXXX forced an open-door encounter with a senior XXXX XXXX XXXX XXXX XXXX XXXX XXXX while she approached XXXX while males in an extremely professional demeanor and completed their encounter in complete privacy and confidentiality with the door closed. Other bankers followed suit of the professional behavior with other white customers and the lone female of color.

( c ) Using my personal equipment, I commenced to document these federal violations as well as other adverse banking practices. In doing so, I spoke into the device, and while doing that I was verbally abused of taking pictures of white customers by XXXX XXXX, another banker. It also appeared that she alerted XXXX XXXX of my comments regarding violation of my privacy and confidentiality while protecting the rights of white and female of XXXX  behind closed doors. 

( d ) That alleged alert notice to XXXX XXXX immediately prompted her to re-open the door while continuing her session with the XXXX XXXX  men. 

Attempting to complete my banking needs at the bank of choice ( XXXX Truist ), every effort made was blocked via telephone and in-person visits until XX/XX/XXXX. Prior to the XX/XX/XXXX visit, the following unsuccessful attempts were made : - Made XXXX calls on XX/XX/XXXX at XXXX XXXX. and XXXX XXXX. to XXXX Truist that resulted in XXXX voicemails left. 
- Made call to an alleged corporate number XXXX which turned out to be a nationwide call center - XX/XX/XXXX, made visit to XXXX, Georgia Truist Bank and spoke with XXXX XXXX, Vice President, to gain his assistance in getting access to XXXX Truist staff. His effort was just like mines receiving a voicemail- XXXX XXXX, Georgia straight to XXXX Truist. XXXX XXXX XXXX, branch leader, under duress and in full view in the public lobby. She scheduled an appointment for Friday, XX/XX/XXXX at XXXX XXXX- Received a call from XXXX XXXX on Friday, XX/XX/XXXX at XXXXXXXX XXXX. canceling the appointment - Never got rescheduled appointment nor any follow-up with direct contact with Truist Bank until them XX/XX/XXXX visit with a witness. 
Ambushed Truist Bank Encounter XX/XX/XXXX : My banking concerns had been totally ignored, dismissive and underhandly and deceptively, Truist Bank was working to harass, retaliate and create the most hostile, unwelcome banking environment to force my business elsewhere. 
Speaking with my daughter regarding the illegal credit card cancellation, I was forced to address the problem. Taking a witness for safety protocols to no avail, I was ambushed and deceptively held hostage for over an hour and 15 minutes.

I purposely had written requests for customer copies for to be picked up Monday, XX/XX/XXXX to avoid any confrontation. However, the bank attempted to create such a situation by literally refusing to provide any notification letter regarding the authorized users cancellation credit card. 
I realized the situation was not conducive due to the apparent and complete lack of privacy and confidentiality with an unknown person being brought into my session without my approval, the back and forth of the manager outside of her office and in the office of XXXX XXXX, and eventually a call from XXXX XXXX, Regional Manager, through the manager, with a one page letter detailing an immediate cancellation of the accounts and credit card.

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