Consumer complaint received 2024-12-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: MA

Complaint narrative:
My father died in late XX/XX/year>. I was his Power of Attorney/ATF for his financial affairs while he was living. My father 's only income was his social security and his only assets were in his checking account at Truist Bank in NC. This is a regional bank in the XXXX and I reside in Massachusetts. I managed his financial affairs electronically after he was diagnosed with XXXX XXXX and was moved into an assisted living facility in XXXX, NC. 

I notified Truist Bank promptly that my father passed, although it took more than a month to get his death certificate because he was receiving his medical care from the VA. I was told that in order to close his checking account and receive the funds remaining ( approximately {$6200.00} ) I needed to send a notarized letter to the following address request closing the account : Truist Bank, Account Closure Exceptions, Mail XXXX : XXXX, XXXX XXXX XXXX, XXXX XXXX FL XXXX. 

I sent the notarized letter with a copy of his death certificate and the official XXXX XXXX XXXX XXXX XXXX for Collection of Personal Property of Decedent that was required. I also included my name, home address, and relationship to the deceased, and a copy of his checking statement in XX/XX/year>. 

I am my father 's only child and only heir. The court paperwork includes a copy of my father 's last will and testament, which clearly states this information. 

I was told once Truist received the materials that it would be processed, the account would be closed, and the proceeds sent to me within XXXX business days. I tracked the letter via XXXX and it was received on XX/XX/XXXX. I spoke with a supervisor at Truist on XX/XX/XXXX who confirmed that the materials had been received and were assigned to a staff person to process on XX/XX/XXXX. Given the Veteran 's Day holiday on XX/XX/XXXX, Truist had until XX/XX/XXXX to complete the process and close the account. The supervisor said I should expect to see the check the first week of XXXX. 

On XX/XX/XXXX, I opened the bank app to see the account still open and the funds still available. I have subsequently called Truist every day since to ask for an update and have been told by every supervisor ( at least 7 at least count ) that they have sent an " urgent message '' to the team asking for what's going on and they'll call me with an update. Apparently this department at Truist has no phone number so not even Truist staff can call and ask what's going on. 

I have received no phone call yet from Truist and the account is still open as of this complaint on XX/XX/XXXX. 

This is a very easy case to close. I was my father 's POA/ATF and his only heir. Why would it take this long to close this account and why won't anyone at Truist get me any answers? 

I'm already grieving the loss of my father. Handling his small estate should be far simpler with Truist than my experience suggests.

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