Consumer complaint received 2024-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
After merge if Suntrust, XXXX and Truist Bank and repeated cards being suspended by Customer Service in the XXXX and my card being suspended always in a XXXX  or XXXX weekend, XXXX mortgage payment were lost by merge by computer failure during merge and ongoing inconsistencies between the XXXX shore and stateside customer service, I went to their XXXX XXXX XXXX XXXX and was treated by the XXXX, disrespectfully on XX/XX/XXXX and returned to the same branch where there was only XXXX teller in the bank and explained I wanted the account for only direct depodits by SS benefits and no other activity on this accout. One employee teller was present and I explained what I wanted and withdrew leaving {$50.00} to maintain this holding acciunt. This teller acknowledged understanding and did nothing. I then spoke with XXXX XXXXXXXX XXXX XXXX XXXX  there XXXX XXXX, XXXX Truist XXXX who again acknowledged understanding. Now I am told both last month and again by XXXX XXXX conversations with offshore customer and stateside Truist supervisor customer service that Truist policy is firm and not flexible and since my wallet and all my id, cards etc was stolen in XX/XX/XXXX, that I could not withdraw any funds from my account until which time I could supply a picture ID which XXXX as my new XXXX XXXX XXXX bank has mailed a new permanent debit card with an approx arrival date if XX/XX/XXXX. waned tge account to only be a holding account until I could get direct deposit moved to XXXX XXXX  XXXX XXXX XXXX bank in XXXX Ga, I do not want and XXXX XXXX did not iffer a Truist debit card as I did make the account active only for SS check Direct deposit and funds would be withdrawn and my business would be solely with my new bank, XXXX XXXX Bank in XXXX. 
At no time until my XXXX SS direct deposit was I made aware. Interestingly after contacting an Elder Advocate office she advised me of XXXX XXXX, Assistant Vice President at the Truist branch at XXXX XXXX XXXX XXXX in XXXX and XXXX XXXX did release my funds with only his signature. This was done at the suggestion of the Elder Advocate woman who was familiar with XXXX XXXX. 
I have had unexpected diagnosis and lastly during an outpatient cardiac catheterization at XXXX in XXXX, GA by XXXX XXXX XXXX the worse possible unexpected problem happened in XX/XX/XXXX which resulted in my being admitted to their XXXX. In fact I had to have the office XXXX of the XXXX XXXX audio call me as to what happened and why I woke in the XXXX. During this outpatient procedure the catheter wire pictured my left XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Of course this was unexpected by both myself and XXXX XXXX and is a nightmare as I had excellent health until the last 2 years ( in XXXX ). Needless to say this added stress us detrimental toy health and this date ( XX/XX/XXXX I spent from XXXX to approximately XXXX speaking to XXXX offshore Truist customer service representatives and XXXX XXXX side supervisor of customer service Truist representatives who all say the same thing- the Truist policy is XXXX XXXX even if all ID and wallet was stolen and I can not get a driver 's license without either going to the XXXX XXXX XXXX having a current Debit/credit card XXXX  my name. 
This is unreasonable and is exactly why I chose to end a 30 year relationship ( XXXX states ) XXXX XXXX tears after tge merfe to change banking institutions. 
I followed all directions by the off shore Truist customer representative and called back to find the second representative stating the same. It was then I asked to speak to an stateside customer service supervisor rep ( XXXX  ) who attempted to reach both the XXXX XXXX Truist XXXX, XXXX XXXX XXXX and XXXX XXXX at the XXXX XXXX location and was not successful in reaching any Truist Employee at either location. And again stated the Truist policy of current photo ID was permanent and unable to allow any exceptions for any reason. 
I find this cruel and abusive as I am XXXX and now in bad health and quite weak. All correspondence is simply {$36.00} overdraft charges in my holding account to be used for the direct deposit of my Social Security Benefit direct deposit can be moved to my current bank ( XXXX XXXX XXXX Bank. 
I find this inflexible policy absurd and XXXX quite detrimental to my health. I am XXXX XXXX XXXX in XXXX, XXXX XXXX XXXXnd enjoyed my 50 year XXXX career very much. I had no issues for approximately 30 years as a loyal Suntrust customer and have found this merge nothing but abusive and to withhold my SS XXXX deposit should be illegal. i have the number given to me by a local attorney who dies not have the number for the XXXX  XXXX governing attorneys for guidance in obtaining representation in this matter. This is all unnecessary and to me a crazy unreasonable Truist policy thst obviously differs from one Truist bank to another. Please help me resolve this issue XXXX give direction as to where I can get a local elder advocate or attorney hopefully with no further out of pocket expense to me. 
Thank you in advance for any assistance.

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