Consumer complaint received 2024-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
On XX/XX/year>, I notified Trust Bank at XXXX XXXX XXXX XXXX, GA XXXX, about the passing of my sister and provided a death certificate to XXXX XXXX XXXX. He informed me that no information could be provided about my sister 's account as she didn't have a beneficiary, and I would need the letter of administration. He assured me he would process the death certificate and freeze the account. However, on the same day, XXXX XXXX XXXX did not submit the death certificate, and there was no freeze on the accounts. On XX/XX/year>, I returned to the bank with all the required documents, including the death certificate, my identification, Employer Identification Number, and the letter of administration to close the accounts and turn them into an estate account. XXXX XXXX informed me about several recurring payments still being deducted from the checking account, even though a freeze was supposed to be put on it on XX/XX/year>. He informed me that the death certificate had been uploaded on XX/XX/year>, and said nothing could be done about the recurring payments. We closed the XXXX accounts upon my request, and I requested bank statements from XX/XX/year> to XX/XX/year>. XXXX XXXX also informed me that the checking account was overdrawn and needed to be paid off to close it, while there was a balance of {$7300.00} in the savings account. He deducted the overdraft amount and closed both accounts, opening the estate account Truist One Checking Account. On XX/XX/year>, I received an important notice from Truist Bank in the mail forwarded from my sister 's address to mine regarding my sister 's estate. The notice was dated XX/XX/year>, and stated that the checking account was overdrawn with a negative balance of - {$240.00}. I attempted to contact XXXX XXXX multiple times without receiving any response. I also reached out to XXXX, but they were unable to assist me as they had no record of the death certificate or letter of administration on file. 
Unfortunately, due to having to leave town, I couldn't visit the branch in person. On XX/XX/year>, I received a letter addressed to the Estate Account. The letter informed me that certain documentation needed to be submitted within 45 days ; otherwise, the account would be closed. I tried to contact XXXX XXXX but received no response. When I called the XXXX number, I was told that there was no record of the required documentation for the estate account, and they couldn't provide any information about my sister 's checking account either. I was advised to visit the branch. On XX/XX/year>, I went to the bank to address the issues. I spoke with XXXX XXXX, who acknowledged my voicemail and stated that the back office was handling the matter, and that the information was in the system. He mentioned that no refunds could be issued for the recurring payments or the negative balance. Although he couldn't see any transactions in the system, he provided me with a bank statement, which was confusing. Later, he credited {$36.00} to the checking account ending but asked if I would pay the remaining balance that day to close the account, to which I replied to no. He then mentioned making a stop payment. When I asked to speak with the XXXX, XXXX XXXX said the XXXX was busy as he was new, but he would check with him later. I said I would wait, and XXXX XXXX sat there silently. Eventually, he went into the XXXX 's office, whispered something, and returned to inform me that there was nothing more they could do. I called XXXX on XX/XX/year>, and pleaded my case. The customer service representative still told me no document was on file for neither. Frustrated, I asked how I could close the savings accounts and open an estate account with no documents on file. She filed a complaint and told me to visit a different branch to see what happened. On XX/XX/year>, I visited Truist Bank at XXXX XXXX XXXX, XXXX, GA. I met with XXXX XXXX XXXX and submitted all required documents, including the death certificate, my identification, Employer Identification Number, the letter of administration, and receipts for the savings account, which showed a deduction of {$24.00}. Additionally, I provided the receipt for the checking account, which had been paid. I also presented the overdrawn notice for the checking account, an urgent request letter for the letter of administration for the estate account, and the adjustment paper given to me by XXXX XXXX XXXX for {$36.00} for the checking account. XXXX XXXX informed me that no document was on file and no stop payment had been made. In addition to stating my sister had requested account closure. After consulting her XXXX, she indicated that I needed to return to the original bank. XXXX XXXX uploaded the death certificate after writing my sister 's social security number in the top right-hand corner, along with the letter of administration. She also filed a complaint for me under the estate account. She attempted to contact the manager at the location, but no manager was on record. I notified her that XXXX XXXX had informed me of a new manager at that location. These issues have caused me significant distress and inconvenience, including the inability to pay estate debts, emotional distress, and legal complications.

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