Consumer complaint received 2025-08-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: TRUIST FINANCIAL CORPORATION
State: IA

Complaint narrative:
* * CFPB XXXX XXXX Truist Bank * * * * Institution : * * Truist Bank * * Issue : * * Account access policy XXXX XXXX XXXX violation -- - # # # Summary of XXXX Truist Bank maintains and enforces a policy that if a customer is locked out of their account, the * * only * * way to regain access is to appear * * in person at a branch * *. This is true regardless of XXXX, location, or circumstance. Truist provides * * no reasonable accommodation * * for those unable to travel. 

This policy is unreasonable and discriminatory. It denies equal access to essential financial services and violates * * XXXX XXXX XXXX * *, which requires banks ( as places of public accommodation ) to provide reasonable modifications to policies, practices, and procedures. 

-- - # # # Specific Concerns XXXX. * * Lockouts not always due to customer error * * : Customers can be locked out of accounts for minor or unavoidable reasons, including : * Scheduling a XXXX payment to a new recipient, which XXXX be flagged for review. 
* Failing to answer the phone at the exact moment Truist calls to verify a transaction. 
* Other automated fraud triggers beyond the customers control. 

In these cases, customers XXXX lose access through no fault of their own. 

XXXX. * * Severe consequences of current policy * * : * A customer traveling abroad XXXX lose access to critical online banking functions. 
* A customer who is homebound, hospitalized, or XXXX XXXX have * * no safe way * * to restore account access. 
* Customers in another state XXXX be forced to attempt cross-country travel at significant personal risk or expense. 

In each scenario, the result is that people are * * denied access to their own money * * simply because they can not appear at a branch in person. 

XXXX. * * Failure to provide reasonable alternatives * * : Truist does not offer any alternative verification methods such as : * Secure video call verification. 
* Identity verification via notary or trusted local institution. 
* Secure online or mailed documentation. 

Instead, Truists own public-facing resources consistently emphasize branch visits as the only remedy : * Truists fraud guidance instructs customers to * * visit a local branch * * if an account is compromised, with no mention of alternative accommodations ( [ Truist XXXX and XXXX ] ( https : //www.truist.com/fraud-and-security/report-fraud ) ). 
* Customer support pages present branch visits as the default for account access problems, again with no mention of remote solutions ( [ Truist XXXX ] ( https : //www.truist.com/contact ) ). 
* Their official Bank XXXX XXXX demonstrates a broader pattern of requiring in-person presence, stating that certain forms XXXX be completed * * in person at a branch * *, without articulating any equivalent remote alternatives ( [ Truist Bank XXXX XXXX XXXX XXXX https : //www.truist.com/content/dam/truist-bank/us/en/documents/disclosures/banking/bank-services-agreement-privacy-notice.pdf ) ). 

-- - # # # Requested Regulatory Action I request that the CFPB investigate Truist Banks policies and require the following : * An end to Truists * * in-person only policy * * for account re-activation. 
* Implementation of * * reasonable alternative verification methods * * consistent with XXXX Title XXXX. 
* XXXX that all customers, including those with XXXX, can maintain * * safe and equal access * * to their funds. 

-- - * * This is not an isolated incident ; it is a published Truist policy that affects all customers nationwide. * *

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