Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Confusing or missing disclosures
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
On Friday, XX/XX/year>, at approximately XXXXXXXX XXXX, I visited the Truist Bank branch located at XXXX XXXX XXXX, XXXX, NC, to open a checking and savings account. Upon arrival, I was repeatedly told that the branch was too busy and that the wait would be 30 minutes to an hour, despite the branch not appearing crowded. I stated multiple times that I was willing to wait. After waiting approximately 25 minutes, a banker opened my checking and savings accounts at the teller line rather than through a standard one-on-one consultation. I provided all required identification and personal information and deposited {$140.00} ( {$70.00} into checking and {$70.00} into savings ). Online banking credentials were set up during the visit. During the account opening, I asked whether I prequalified for a credit card, making clear that I was not applying that day and only wanted to know whether I prequalified for an unsecured card. The banker did not check prequalification eligibility and instead immediately stated that I would need to place a {$400.00} deposit for a secured credit card. When I asked about unsecured options, responses were vague, and no explanation or eligibility review was provided. After leaving the branch, I attempted to log into my online banking account but received repeated error messages. At approximately XXXXXXXX XXXX I contacted Truist customer service and was told that my identity could not be verified and that my phone number was not in my name, despite it being accurate and long-standing. I was instructed to return to the branch, even though I had just provided the same identification in person. When I returned to the branch, employees were unable to explain why my identity could not be verified and acted as though they were unaware of the issue. I contacted customer service again at approximately XXXXXXXX XXXX and received no resolution. No clear explanation, written notice, or policy-based reason was provided at any point. Based on the totality of the circumstancesincluding repeated delays, inconsistent explanations, lack of transparency, and assumptions of fraud without evidenceI believe I was subjected to racial profiling and disparate treatment. I was denied equal access to standard banking services and treated differently than similarly situated customers without legitimate justification. Truist failed to provide clear disclosures regarding account verification issues and relied on vague statements rather than neutral, objective criteria. I believe this conduct constitutes unfair treatment and discrimination in a public accommodation and may violate federal consumer protection and fair lending laws, including the Equal Credit Opportunity Act ( ECOA ). I am requesting CFPB review, a written explanation from Truist Bank, and corrective action to prevent similar treatment of other consumers.

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