Consumer complaint received 2023-09-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
XX/XX/XXXX FEDERAL TRADE COMMIISSION CONSUMER ADVICE To Whom it May Concern : I bank with TRUIST. On XX/XX/XXXX I visited the branch located XXXX XXXX XXXX, XXXX XXXX, MD XXXX, XXXX. The reason being was to withdraw {$2000.00} to {$2500.00} from my Savings account. Along with the funds I had on hand I intended to reopen a Business account with XXXX XXXX. Unfortunately, I had a horrid experience with the teller XXXX XXXX. The Bank Manager, XXXX XXXX, was off work that day. 

I told the teller, XXXX XXXX, that I wanted to withdraw money from my Savings account and asked him if there was a form for me to fill out or did, he just need my Drivers License and debit card. XXXX XXXX told me that he would fill out the withdrawal form, so I handed him my license and debit card. 

After XXXX XXXX looked at my XXXX proofs of identification, while chewing gum, he asked me if I had any other forms of identification? I was confused and I asked him why? He stated that because my drivers license had my XXXX XXXX address. I informed him that I had just moved to XXXX for XXXX reasons and that if he checked he could see that I opened the TRUIST bank accounts in XXXX, XXXX  this pass XXXX before I moved. XXXX XXXX kept smacking his lips with the gum he was chewing, which I found to be very unprofessional. He said, There are procedures that I have to follow when a client asks to withdraw a large amount of money. I in no way thought that asking to withdraw {$2000.00} or {$2500.00} was a lot of money. He then tore the first withdrawal slip he had filled out and tossed it in the trash. I asked him, Are you not going to shred that? A banker came over, but unfortunately, I do not have her name. She is a foreign lady and was the only other person working with him that afternoon. I was flabbergasted when she agreed with him. 

As the discussion continued as to WHY I could not withdraw my money, XXXX XXXX, stated, We have to protect our assets. I stated, With my money? Then he asked for my mothers maiden name. At this point I was becoming emotional because I lost my mother not long ago. So, I gave him my entire mothers name, which is XXXX XXXX XXXX and her maiden name was XXXX. I also gave him her date of birth and date of death. I began to cry and asked them why they were putting me through so much and I started to cry. He had no sympathy to what I was feeling. Then he stated, Im not going to be able to give you any money and that it is my right as a Teller. He continued, If you have a better repour with the people that work at the XXXX location, then go and see them! 

Please see attached withdrawal form that XXXX XXXX tore into pieces before he tried to shot it into the trash like he was making a basketball shot. I could not believe what he was putting me through! The reason that I relocated back to XXXX  is because I have XXXX very serious XXXX, and my XXXX XXXX at XXXX XXXX, XXXX XXXX XXXX, informed me that the only way she could help me again was if I moved back to XXXX  and restart treatment with her team of doctors. I moved back here XX/XX/XXXX. 

After this horrid event, I suffered XXXX XXXX for days and my body was racked in pain for days due to my XXXX XXXX. This experience was unnecessary and was not at all favorable for me because as of tomorrow, XX/XX/XXXX, I begin the start of XXXX XXXX  procedures for the next week and a half. 

In closing, I do not think anyone should be treated as an outcast when they want to withdraw their money. As a professional, I believe that XXXX XXXX, should most definitely be FIRED! This is my request. 

I look forward to hearing back from you as soon as possible. 

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 explanation