Consumer complaint received 2024-02-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
My husband XXXX  on XXXX XX/XX/XXXX. He was a proud US citizen. He had lived all his married life with me in the XXXX XXXX since XXXX. He kept a small checking account in XXXX ( where his XXXX lived ) originally with XXXX XXXX XXXX which became Truist. 

Following his XXXX in the XXXX XXXX, I sent a letter and XXXX certificate back with a sister-in-law to hand into the local branch. On XXXX XX/XX/XXXX I received a letter from the Accounts XXXX Team, then based in XXXX XXXX, asking for letters of administration, a notarised letter of instruction and a receipt for a paid XXXX XXXX, if no estate established. It stated they would not accept a XXXX notary. It also stated it needed a XXXX XXXX XXXX or original XXXX. ( See attached ). 

I sought legal advice with a local XXXX Notary who assured me that an XXXX from the XXXX XXXX XXXX and XXXX XXXX would be legal. So I obtained a XXXX XXXX XXXX  in XX/XX/XXXX ( which is what we call the XXXX Letters of Administration ). Then I asked the Notary here to help me write a notarised letter of instruction to close the account and transfer funds. This happened in XX/XX/XXXX. 
The XXXX 's law office ( XXXX XXXX ) then sent the paperwork to XXXX using a courier. 
Truist bank sent it all back. The Notary re sent it all again with a letter in XX/XX/XXXX. ( See attached ) This was delivered by XXXX XXXX on XXXX XX/XX/XXXX. 

Then things went quiet. I assumed the process was happening but when it got to XX/XX/XXXX I thought it was strange I had heard nothing and wrote to the Account XXXX Team to find out what was happening. They wrote back straightaway saying they couldn't close the account as they wouldn't accept a XXXX notary. ( See attached ) This letter also added that they could not transfer money to another financial institution and I needed to provide a physical address. At this point I felt very concerned and distressed starting to realise that the paperwork delivered in XXXX had been I assume " lost '' and that I was dealing with a bank that couldn't transfer money. 

Another sister-in-law then tried to help me by emailing the XXXX of Truist and explaining the situation. I was assigned a Client Resolution Specialist. Finally I had an email ( as the Account XXXX Team do not provide an email or working telephone service ). 
The Specialist sent me a secure message basically saying the bank would not accept a XXXX notary. ( See attached ) So I was left with the only way forward which was to make an appointment with the XXXX XXXX at the XXXX XXXX in XXXX. This is a difficult procedure. Even the website says the appointments are limited and I needed to make a XXXX journey as I live XXXX miles form XXXX and my brother, the other executor, also had to come with me. It was distressing to read on the XXXX XXXX website that they say XXXX Notaries are accepted under the XXXX. ( See attached ) This is exactly what my XXXX XXXX had said. I forwarded the link then copied it in two emails to the Client Resolution Specialist who didn't even bother to reply. 
Anyway, I made the appointment with my brother on XXXX XX/XX/XXXX and walked away with the notarised letter and XXXX XXXX XXXX. ( See attached ) I was anxious not for it not to get caught up in XXXX post, so I waited to the XXXX XXXX to send the paperwork to the Accounts XXXX Team- who had moved to XXXX XXXX by this point. I researched how to send it securely and opted for XXXX Mail XXXX and Signed service which is linked with partner USPS. I needed a street address for this and it took a couple of emails before the Specialist gave me that. So I sent it, tracked it and was surprised when I had to arrange a second delivery attempt. But eventually it was delivered. 
Then yesterday ( XXXX XX/XX/XXXX ) I received a letter for Truist dated XXXX XX/XX/XXXX saying that they can not process the closure because I need to " provide an account number or other identifying information ''. 
My husband 's name and account number on the letter. ( See attached ) They have returned all my paperwork- just by regular mail. ( See attached ) I have emailed the Specialist about this. 
My sister in law has had a phone call with the XXXX of the Bank in XXXX  yesterday too. 

Please help me.

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 monetary relief