Consumer complaint received 2024-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I opened a Truist account with my first paycheck I received at a new job in a new city that I have recently recently moved to. I have an apartment here, utilities in my name and have started A new job so as soon as I was on scheduled to receive my first paycheck, I chose Truist as bank I would use since I had recently used them and actually had a good experience. My Truist account that I had previously had been closed once I was no longer working and didnt have a direct deposit. Its at dormant and ultimately was closed. I worked closely with a banker in the city I was previously and felt very welcomed, helped, and that I could easily continue a relationship as a Truist customer. I opened a online account and selected mobile deposit for my first check and I did peruse the fine print to see about any extensive periods for new accounts and I did not see any specific details that were stated about how long a hold would be. Im very aware of the hold process. I wanted to be proactive in creating the account and setting up the deposit with the intent of going into the branch to speak to a banker the next day since I work evenings. I went into Truist near my new residence and asked to speak with a banker there and customer service who allowed me to sit in his office and explain what I was meeting, which was I had asked if there was anyway I could have the hold released any sooner than the 12 days it was going to take although the bank can state that its XXXX days not counting the weekends and the holiday during this time but as a human in the world trying to survive, I have gone 12 days with XXXX dollars to my name. Besides, that which was another glitch in the system, I had to wait over a week to receive my first paycheck in the mail because of an error in the system so its literally XXXX weeks. Ive had no money to my name Ive had to borrow money to eat and put gas and just survive. I Have shelter and a vehicle and a job and responsibilities that I work towards maintaining. I also have had experience working in a bank and have Many dear friends that still work in, and I do know how the process goes in many of the situations that normally customers may not be aware. I went into the Truist to ask if the whole could just be released a little sooner that I was choosing to have a direct deposit come in my check was from a local hotel or Im working very nearby this bank. I have an apartment with the lease and utilities in my name, all within XXXX miles of the bank, I am here to establish myself and I was just a little bit of a break on knowing the manager had all the capacity to do so. Customer service representative at the bank look at his computer. Enter any information to any research of any kind he heard me speaking and the one and only response he gave me Theres nothing we could do. Theres nothing we can do theres nothing we could do. We can just do nothing for you. I asked to speak to the manager, and he said she cant do anything for you either he finally did walk me over to the teller line where the branch manager was the only person on the line of XXXX other ladies who are counting money and talking to each other, the branch manager was the only person helping customers. We waited to speak to her. I asked her again just hoping I could get the cold released a few days earlier that the check was in good standing from a local bank to be recurring, direct deposit and all the other information I had stated earlier, she said she will look into it and she will get back to me on Monday. This was a Friday that I spoke to her, she said XXXX look at the information and let me know what she could do and she would call me on Monday. I said thank you and left. Did not hear back from her or anyone. On Friday. I did provide the information of how important this money was for me for my housing situation for my survival as it human in need of the funds that I earned and just wanted access to I did not receive any callbacks on Monday informed I would be. So I called Tuesday afternoon. Branch manager was actually the one who answered the phone I said hello its me. Im asking about this information. We talked about on Friday and she said oh yeah my banker said he called you and informed you that we wont be able to bank with you and I said no you very much did not call me and she said oh he said he did. I guess Ill have to talk to him about that and I said OK so my funds are on hold, and then on top of me having to wait youre going to release the funds to me on the day that theyre set to be released because for whatever reason I dont know of telling me you cant bank with me and she said yeah thats right. We have to figure out how to get these funds to you. That was the only information I was provided by this person who I had expressed how important I was relying on these funds how long I have been waiting on these funds, and all I was asking for was access to them. 
At no time did the man I first sat down with say anything to me about not being able to bank with me. No one did reach out to me to explain anything. The only words I received from the customer service gentleman was that there was nothing he could do absolutely nothing he could do. And now that I have information after not being contacted by the branch manager, who Im sure did not investigate anything or put any effort into the needs of someone in front of them asking for just a little tiny bit of leeway not a handout not breaking any rules just Verifying funds on a check from a reputable bank from a reputable business and being deposited into their bank not cashed and not one time Transaction either. I know that I might not be seen on paper as the high balance customer that the main focus would be on but in the times we are experiencing with costs high and income not rising I know Im not alone in the struggle financially. I had been in a hard situation the past few years and not had the same stability I held for years prior. I have bought and paid off cars, held XXXX bank account for over XXXX  years, held state employment positions for XXXX  years and have plenty of solid established statistics that dont reflect the recent credit I hold. But still as a capable, knowledgeable and steady head of household for my family I dont deserve the way I was disrespected by these people at this bank. 
The majority of customers that are enrolled in banks nations wide are the middle and lower class. There is absolutely no reason to have been treated like I was a bother, like my request was unimportant and like I didnt even deserve the privilege of being informed on any of the information I was there to inquire. Or call backs I was offered. Its absolutely unacceptable to have staff at a location be this obtuse. And makes all the previous experience I had with Truist customers service feel disrespected also. I have promoted Truist to people I know needed a new bank after being in bad service situations. I have really tried to tell people how great of an experience I had with Truist because of how dicey it can be with banks now. But I am forever turned to oppose this institution now. I literally will put more effort into protecting others from this experience at this location than I ever have any other experience of my life. I still have no money. I have no information and not one single care as a human, a consumer, a community member or any other individual who exists in the eyes of this branch manager and her customer service banker. There should be explicit requirements on service duties required from BRANCH MANAGEMENT and First contact CUSTOMER SERVICE. And the hold most certainly could have been released after a few days, as is typical. And contact from a caring and through banker to verify the authenticity of funds and wow what a difference in XXXX persons life these small but meaningful acts would have been. 
They are exactly what is wrong with the world today. I hope they receive back the same energy that is needed for their actions and lack of.

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