Consumer complaint received 2025-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
Formal Complaint Regarding Treatment and Handling of My Account at [ Truist ] I am writing to formally file a complaint regarding the treatment and handling of my account at the [ Truist ] branch. 


1. Account block with no clear explanation : My account was blocked due to what was indicated as a " red flag '' related to a check, but I was not provided with a clear reason or a quick solution.

2. Delayed response : Between XX/XX/XXXX and XXXX XXXX, 28 days passed without receiving any adequate response regarding my account and the check in question. 


3. Inappropriate solution : The solution suggested by the staff was to report my boss and call the police, which I consider an inappropriate and unnecessary response. Additionally, if the check was bad or considered fraud, as I was told, I would like to understand why the money was taken from my boss 's account instead of simply returning it. 


4. Partial release of funds : On XX/XX/XXXX, I received money in my account via XXXX, but I was not notified beforehand that the account had been blocked, so I couldnt send the money, and it was blocked along with the check funds. 


5. Problem with the translator and supervisor during the XX/XX/XXXX call : On XX/XX/XXXX, I called the bank and had to speak with the supervisor to try to resolve the issue, but it was in vain. During the call, my boss was also present, as I was told I needed to provide proof that the check was real. During the conversation, my boss tried to tell me something, but the supervisor refused to allow the translator to translate what my boss wanted to say. Additionally, I was asked if I had accepted the translator at the start of the call, which further complicated the situation. I was denied translation services to understand what my boss was trying to communicate, which made communication more difficult due to my limited English proficiency. 


6. Discriminatory treatment and visit to the bank : Finally, after the call did not resolve anything, on XX/XX/XXXX, I went in person to the branch located at XXXX XXXX XXXX XXXX XXXX, NC XXXX to try to solve the problem. During the visit, the person who assisted me made sarcastic comments while my boss explained what had happened. This person asked me in a disrespectful manner why I did not speak XXXX, as " in the United States, they speak XXXX, '' which made me feel humiliated. This made me want to leave the branch, but I decided to translate it to my boss, who asked me to wait a little longer, as the issue was being resolved. Additionally, the person asked many questions to my boss, and from what he told me, it seems that I was blamed for not going inside the bank to change the check directly, instead of using the ATM. 



The treatment I received throughout this process has been negative, and while I would like to find a satisfactory solution to this issue, I am considering filing a lawsuit for what happened. However, before proceeding with this option, I prefer to file this formal complaint to try to resolve the situation amicably and find a fair solution.

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