Consumer complaint received 2023-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: PA

Complaint narrative:
The Truist bank teller, XXXX XXXX, working at XXXX XXXX XXXX XXXX in XXXX, PA violated my privacy and my deceased fathers privacy by forcing me to discuss estate issues in the branch lobby instead of privately in an office. I scheduled an appointment online and clearly explained that I wanted to discuss my fathers estate during the meeting at the XXXX, PA branch for XXXX XXXX on XX/XX/XXXX. I arrived at XXXX XXXX and explained I had an appointment and the teller looked confused and I had to show him the email confirmation for my appointment. There were several people in the bank offices who had no customers, but instead of letting me meet about my fathers estate, the teller made me explain the issues right there at the counter with other customers walking in and out and able to hear the entire discussion. 

I was forced to share my fathers name out loud and explain out loud that his estate will probably be less than {$10000.00} which means it can be handled without opening an estate. I had to share this information out load. In the middle of the branch lobby. With customers around. The teller took my documents and made me sit in the lobby. He did not steer me to an office or give me any place to wait in private. After 20 minutes, he called me up and told me he couldnt do anything or tell me anything. I asked him what that means and if he could tell me the value. He told me he did not know what he could tell me. He said he was only telling me what someone else told him to say. I asked him if I could talk to someone who actually knows the rules to help me understand the best path ahead for my fathers estate. He told me I would need an appointment for that. I told him I had an appointment. 

At this point I told him it was ridiculous that he was forcing me to have this discussion in the middle of the bank lobby and that I deserved the respect of a meeting and a person who could actually answer questions and not just stare blankly and provide no answers. He acknowledged that it was a bad idea to have the discussion in the middle of the lobby. He helped me schedule a second appointment, presumably with someone who could answer questions and not just stare blankly and say I dont know. I told him to expect a complaint over the treatment to which he responded wow. I know youre going through a lot, but your behavior is inappropriate. Truist teller. Who forced me to name my father out loud and explain out loud in the middle of the bank lobby that my named fathers estate is less than {$10000.00} told me that my behavior is inappropriate. 

I also had a question on how to transition a rep payee account, but clearly the teller was not even minimally able to understand that issue. I had to explain the my dad was a rep payee for my uncle and therefore compromise my uncles privacy as well. 

Again, there were offices with no customers in the bank. None of this had to be handled in the manner that compromised privacy and the dignity of the unexpected loss of a family member.

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