Consumer complaint received 2026-03-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: WV

Complaint narrative:
I am submitting this complaint regarding Truist Banks handling and application of interest rates on two XXXX XXXX accounts that were opened under the same promotional offer. My partner and I opened a joint XXXX XXXX account with Truist under a promotional interest rate advertised at approximately 4 % APY. Shortly thereafter, while the same promotion was still active, I opened an individual XXXX XXXX account under the same promotional offer, with a substantially larger balance. Both accounts were opened within the same promotional timeframe and are structured as the same type of XXXX XXXX account product. While I understand that interest rates may fluctuate, the issue is that the interest rates applied to these two accounts have diverged significantly, despite being opened under what appears to be the same promotion and product structure. Currently : The joint account with the lower balance is earning approximately 3 % APY The individual account with the significantly larger balance has fluctuated between approximately 0.5 % and 1.7 % APY Truist has not provided any explanation for this discrepancy. I have contacted Truist customer service multiple times seeking clarification regarding the rate structure and the promotional terms applied to these accounts. Specifically, I have requested : The rate tier structure applicable to this XXXX XXXX product The promotion code and product code associated with each account An explanation as to why accounts opened under the same promotional offer are receiving materially different interest rates Instead of providing this information, Truist customer service has repeatedly directed me back to the branch manager at the Truist branch in XXXX XXXX, West Virginia. This is not an acceptable resolution path. I have previously experienced significant issues with this branch manager regarding the mishandling of a line of credit application, which ultimately resulted in the application being disqualified due to issues involving an appraiser selected by Truist. During that process, I was informed that the matter had been escalated to management when it had not been. I ultimately secured a line of credit through another institution within two weeks. Given this history, I do not have confidence that the branch manager can provide an impartial or competent resolution to this issue. More importantly, this matter should not require resolution at the branch level, as it involves the application of promotional interest rates and product terms that should be governed by Truists corporate policies and disclosures. Despite multiple attempts to resolve this issue through Truists customer service channels, the bank has refused to provide documentation or explanation regarding how the interest rates are determined or why the accounts are receiving materially different rates. The lack of transparency raises concerns regarding whether Truist is properly disclosing and consistently applying the terms of its promotional XXXX XXXX accounts, particularly when accounts are opened under the same advertised promotion. At this point, I am requesting that Truist provide the following : 1. The official promotional terms and rate structure applicable to the XXXX XXXX accounts opened during this promotion. 2. The product code and promotional code associated with each of my accounts. 3. A clear explanation of why the two accounts are receiving materially different interest rates despite being opened under the same promotional offer. 4. Confirmation that the interest rates applied to my accounts are consistent with Truists published disclosures and promotional terms. To date, Truist has not provided any meaningful explanation and has instead redirected the issue to a branch manager who has previously mishandled other matters related to my accounts. Given the circumstances, I am requesting a formal review by Truists corporate compliance team to ensure that the promotional terms and interest rate structures are being applied transparently and consistently.

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