Consumer complaint received 2026-03-17 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:
On XX/XX/year>, I attempted to open a business checking account online with Truist for a newly applied for XXXX XXXX. Truist allowed me to apply for and fund an initial transfer from my personal checking into this account. Truist did not request or require any documentation verifying the entity 's existence before allowing me to open the account at that time. Shortly after, I went into the XXXX branch in XXXX and deposited a {$60000.00} check into this account, which I believed was fully open and under the correct entity name. I was not asked for any documentation to prove existence of the entity at that time. Instead, the deposit was accepted, I was given a deposit slip, told there would be a 7 day hold on the funds as it was a new account, and I was offered a money market account for the funds and told there would be a one-week hold. On XX/XX/XXXX, my online access was blocked. On XX/XX/XXXX, I was told to visit a branch with XXXX forms of entity verification. At that visit, I discoveredwith the help of a personal banker named XXXX XXXX that my LLC had in fact NOT yet been fully approved by the Georgia Secretary of XXXX. I then paid {$250.00} to expedite the approval by the XXXX XXXX, but was given a different LLC name than anticipated, requiring a completely new and different XXXX than the one I applied for the Truist account with and Truist accepted funds in the name of without asking for proof of existence. This created a situation where the deposited funds could not be released to an entity that does not match the account name. This is still the situation to this day. Truist XXXX XXXX became involved on XX/XX/XXXX. On XX/XX/XXXX, the assigned representative instructed me to have the issuing bank XXXX XXXX XXXX XXXXXXXX ) request a bank-to-bank transfer. XXXX reached out that same day and has received response from Truist at all. I left voicemails for the XXXX XXXX representative on XX/XX/XXXX and again on XX/XX/XXXX, which were not returned. The voicemail for this agent, XXXX XXXX, cuts off after approximately XXXX seconds so you can not tell if the message was received. No email address has been provided for XXXX so I can not email her. I have received no callback or update from her or XXXX XXXX team as of today. On the afternoon of XX/XX/XXXX, since I could get nobody on the phone, I visited the original Truist branch to see if XXXX XXXX could tell me if the request had been received by Truist or if they needed anything from me or XXXX. The personal banker said she could do " absolutely nothing '' other than re-file the escalation and hope I get a different representative. She could not call anyone, email anyone, or anything to try to get information from her own bank. Not believing how terrible this customer service was, I tried Truist 's main CS line again and after a long wait and telling many people the situation, again, from scratch, I was directed to have XXXX XXXX Truist XXXX department to request a " Hold Harmless '' and provide additional information. This was the first time I had heard about any of this, as nobody from Truist had reached out to let me know via phone or email. If I had not called and waited on hold, I doubt I would have known anything. XXXX attempted to do as directed, and got through to Truist who said they couldn't give them any information, so I had to call back myself and provide more info again. I was told that Truist had mailed a {$500.00} check. They could not say who the check was made out to, or why it was for {$500.00} ( as opposed to the {$100.00} I transferred initially to open the account ). They said all they could tell me was I should receive it in the mail in XXXX business days. They agreed if the check was made out to the entity that does not exist which created this mess, it will be useless as it is not transactable - which Truist should realize given the entire situation at hand. I expect I will recieve the check and it will be made out to this entity that does not exist, thus creating additional trouble and headaches. It has now been 23 days since Truist accepted a {$60000.00} deposit into an account they never verified and was not an existing entity. They did not protect their client, they just wanted cash. Nobody can give me information, a timeframe on resolution, or details of the case. The XXXX XXXX representative also advised me NOT to file a CFPB complaint, stating it " would just go to the girl next to me, who will ask me about it, and slow it all down. '' I have never worked with a professional organization where every department seems to be a separate entity, that can not call XXXX another or see what is going on, all within the same company. Truly seems like it is set up to not work well intentionally. Everyone with Truist accounts should find a new bank. I am requesting immediate release of these funds via bank-to-bank transfer or to Georgia Banking XXXX, XXXX XXXX account the original check was written from, along with a formal explanation of how this failure occurred. I hope other consumers do not go through the same nightmare I am experiencing, which XXXX cost me my job.

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