Consumer complaint received 2024-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: DC

Complaint narrative:
My account was flagged for possible fraud because of a check I tried to deposit. Typically this just means the check funds are not accessible until investigation is completed, but instead they locked all of my accounts. 

I had no issue with not being able to access the check, as it was a strange case and I had guessed that it may not work for mobile deposit. This was not an issue ; however, they locked my accounts instead, and I can no longer access either of my checking accounts nor savings account with them, nor do any of my cards work. They said I need to verify my identity in order to resolve this, and the process will take up to 7 business days from that verification. 

The issue here is that they say the only way to verify my identity is by going in person to a local branch. I am currently out of town, and they do not have any local branches here. Without access to my funds, I am unable to get home, or to any other place that does have a local branch. I suggested multiple alternatives to verify my identity, including video call, secure identity verification platforms, or even faxing over notarized documents confirming, and they insisted in person at a local branch was the only way to verify. I asked if there is a way to temporarily access funds so I can get home, and they said no. 

Especially given that I was able to sign up for my account online, and we've spent the last few years in a global pandemic, it is fully unacceptable that there is no way to resolve this without physically going in person. 

I spoke with the fraud department, explained everything to them regarding the check that caused the flag, and made it clear that there was no fraud and it was just a faulty check. At no point did I submit any claim of fraud myself. The only communication about any of this that was initiated by them was that the deposit of the check was placed on hold, which I was fine with. They did not send any communication about locking my account, prior to nor once it had already happened. When I spoke to customer support, they additionally informed me that my card had been cancelled and that a new one was being sent to my address, which I did not request, and another person said the account was recommended for closure. A third person said that 2 of my 3 accounts are unlocked but the cards are all locked and the online portal is not accessible. This information was inconsistent across the people I spoke to, and all of it I only received AFTER reaching out to them when I couldn't sign in to the app, rather than being informed directly. When I asked if there was someone higher up I can speak to, I was told that my case had not been assigned to anyone yet and I would have to wait multiple business days for there to be someone who could help. 

I explained to each person I spoke to the situation, the urgency given that I am out of town and need funds to get around, and that I physically can not get to a branch without access to my accounts. No one was able to help because of the policies in place and their permissions, and no one was able to escalate me to someone who had higher permissions or can help to workaround that policy. Every employee spoke to was kind and clearly willing to help however they could, but as a result of Truist 's overarching system they did not have the tools or permissions to do so.

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