Checking or savings account -- Managing an account -- Complaint #16136542
Complaint Overview
Complaint ID: 16136542
Company: Truist Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Florida
ZIP Code: 32507
Date Received: 2025-09-23T12:00:00-05:00
Date Sent to Company: 2025-09-23T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year> I have been trying to change the phone number associated with the account. It gave me error messages saying my number was invalid. After trying multiple times I contacted their call center. When I contacted their call center I was greeted with an agent who was not attentively listening to my concerns. She would not actively listen to me either. She placed me on hold multiple times interrupted me and would not respond to me when I would ask certain questions. After sitting on the line in complete silence for over XXXX minutes, I asked her if she was going to send me a code she said one moment Im checking and she would not send me the code. She then asked me to go to a branch just to update my phone number when I couldve done so through my app if their app was functioning correctly, I requested a supervisor due to the fact that I was not receiving any assistance over the phone. This was not the first occurrence that I have not gotten assistance over the phone. It seems as if in the branch they are hard-working but at the call center they do not want to assist. Ive contacted the call center before to order checkbooks and service my account. Those calls were also ended on the exact same note and that was to visit a branch. I can never receive assistance over the phone and they will not tell me why. ive given them multiple chances to provide me with customer service and they do not do so even after requesting to have my complaint escalated to supervisor they have not assisted me and they have advised me that I still need to visit a branch, even though I have visited a branch and I have presented a valid government issued photo ID. Complaint Number : XXXX
Frequently Asked Questions
What is Complaint #16136542 about?
Complaint #16136542 was filed against Truist Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-09-23T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.