Consumer complaint received 2025-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION

Complaint narrative:
Summary of Complaint On XX/XX/year>, I opened a new account with Truist in Virginia. I deposited approximately {$10000.00} into my checking account ( student refund funds ) and {$400.00} into my savings account. Within 24 hours, my account was abruptly closed, and I lost all access to my money. 

When I contacted Truist, I was informed that my account was under investigation and I would need to wait seven business days. At the conclusion of that period, I visited a branch in XXXX, Georgia, where I was assisted by XXXX XXXX, a supervisor who was professional and helpful. XXXX XXXX spoke with her team and confirmed that my account would be cleared and the funds available to me on XX/XX/year>. 

On XX/XX/year>, I spoke to a supervisor in the fraud department who confirmed I could access my funds and instructed me to go to the nearest branch. The closest available branch was at XXXX XXXX XXXX, XXXX, NJ. 

Incident at XXXX, NJ Branch On XX/XX/year>, at approximately XXXX XXXX, I went to the Truist branch in XXXX, NJ, managed by Branch Leader XXXX XXXX, accompanied by my daughter ( who is experiencing the same issue with her account ). 

Upon arrival, we provided identification, and XXXX XXXX contacted XXXX fraud department, which cleared us to receive the funds. 

Despite this clearance, we were kept in the bank for nearly three hours.

We were first kept in his office for about an hour.

He then instructed us to sit in the lobby for another hour. 

Later, he called us back into his office only to say we would need to return the following day. 

We asked him to contact Truists security department to clarify what was happening. He refused.

Because of his refusal, we contacted Truists security department ourselves, and they filed an internal complaint. Even so, XXXX XXXX still denied us access to our funds. 

During this time, XXXX XXXX also sent his staff home and was overheard telling his assistant branch manager to shut down the machines. His assistant entered and told us directly that the machines had been shut down because she needed to leave to pick up her son. 

XXXX XXXX was dismissive, unprofessional, and racially discriminatory in his treatment toward us. He refused to explain why our money was being withheld, despite confirmation that it had been cleared. 

This behavior was unacceptable, unprofessional, and discriminatory. It was also especially egregious given that I am a United States veteran, XXXX, and a doctor, and my daughter is also a XXXX veteran and psychiatrist. 

Harm and Relief Sought Truist is holding funds that rightfully belong to me and my daughter, despite clearance from both the fraud department and confirmation of an internal complaint by the security department.

We have been subjected to extreme inconvenience, having to drive five states ( seven hours ) from Massachusetts to New Jersey, only to be denied access to our money.

I am requesting immediate intervention from the CFPB to : Ensure Truist releases our funds without further delay. 

Provide a written explanation for why our accounts were mishandled and why we were subjected to such treatment. 

Investigate the conduct of XXXX XXXX XXXX XXXX and his staff for discrimination, harassment, and failure to perform their duties. 

Ensure Truist compensates us for damages, including travel expenses, emotional distress, and any legal fees incurred to resolve this matter. 

Conclusion This matter is urgent. Truists conduct reflects discriminatory practices, poor internal controls, and denial of rightful access to consumer funds. I respectfully request that the CFPB hold Truist accountable and require immediate corrective action.

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