Consumer complaint received 2023-09-25 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Around 2 years ago I received a call from an official at Suntrust Bank, currently Truist Bank, located at XXXX XXXX XXXX XXXX, XXXX, Fl, indicating that I needed to go to the bank because they had to change my safety deposit box since the one I was assigned to ( # XXXX ) had broken hinges. I ignore how they knew this if it was not reported by me nor did I ever experience any problems with the box hinges before. When I got there my safety deposit box had already been changed to the space below mine ( # XXXX ). Since my box was changed without me being present I had to wait until they gave me a new key. The locksmith tried to open the new assigned safety deposit box but was unable to do so as the lock was defective. I had to wait for the locksmith to fix the lock of the newly assigned box. After almost one hour he was able to open it at which time he gave me one key ( not 2 but 1 only ). Anyhow once they left I opened the box all the paperwork I had towards the front was there so I did not bother to check for the jewelry I stored in the box since it was all the way in the back. After placing it back in its new assigned location I left. 
On XXXX XXXXXXXX XXXX I went to close the safety deposit box and when I went to clear the contents I realized all the jewelry with their respective appraisals was missing ( approx. $ XXXX to $ XXXX of jewelry ). I immediately notified the lady who was assisting me with the closing of the account and she simply said the bank is not liable and that it could not be possible. I asked for the XXXX ( XXXX XXXX and he basically said they had no liability coverage. He said that he was new at this location but explained that they had no coverage for this type of incidents. I could not believe what I was hearing. I overheard an employee saying to another one that there was something " fishy '' there and the comment made me feel very uncomfortable. They did not offer to do an incident report, nor open an investigation, did not check paperwork, cameras or anything!. I told them I would go to the police for them to investigate. The bank was closing so the police told me to meet them at the bank the following day. The following afternoon we waited there for the police to arrive and in the meantime spoke to the bank security who again did not offer to do any reports or took any interest in helping us. The bank was getting ready to close once again and they asked me to wait outside in the parking lot for the police to arrive. The police never got there due to other emergencies, but since they already had my phone number they called me and instructed me to go to the XXXXXXXX XXXX to do a report there at their location, which I did. My police report number is XXXX. I was hoping to receive a call from the bank personnel with the results of some sort of investigation, but nothing has taken place to date. In the meantime all my important jewelry worth close to $ XXXX is missing with their respective appraisals and pertaining paperwork. I have been reading on line about similar incidents and that is how I found your agency and decided to report the case in hopes of some resolution. I reported this to the Federal Reserve XXXX XXXX XXXX. but they informed that I had to report it to your agency which is the one in relation to this financial institution. Please help!

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