Checking or savings account -- Managing an account -- Complaint #5872101
Complaint Overview
Complaint ID: 5872101
Company: Truist Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Maryland
ZIP Code: 20850
Date Received: 2022-08-12T12:00:00-05:00
Date Sent to Company: 2022-08-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have been an account holder with Truist ( and it's predecessor banks ) for over 30 years. I have been using electronic banking and bill pay services since they became available. On XX/XX/2022, in the course of setting up/adding a new joint account to my profile, someone at Truist deleted my online account ( i.e., my ability to access my accounts online, not the accounts themselves ). This was not authorized, and I do not know why it was done. To access my accounts, I had to create a new user profile ( i.e., a new username/password ). While I am now able to access my accounts, all of my account history ( including 20+ years of payees/account information, autopay information ) is no longer available. I spent several hours on the phone ( mostly on hold ) with Truist. During that time, ve spoken with numerous customer services representatives ( and their supervisors ), including representatives from Digital Support only to be told that once the online account is deleted the bill pay information is gone. Given federal regulatory requirements for bank data preservation, I find this very hard to believe. On XX/XX/2022, I received three ( 3 ) identical copies of a letter dated XX/XX/2022 from the Truist Enterprise Fraud Department indicating that " ... effective immediately, it is necessary to close the above referenced account ( s ) ''. There was no return address nor phone number. The letter indicated that if I had any questions I should visit my local Truist Branch in person with two ( 2 ) forms of identification. I promptly visited my local branch and met with the banker that helped me open the account on XX/XX/XXXX. He called someone ( he could not tell me who ) and told me they do not know why the letters were sent and said I should disregard them. I have uploaded a copy of the letter for your review. It is unconscionable that a bank 's fraud department would send such a terrifying letter to a bank 's customer and not be able to explain why it was sent. As far as I can tell, the account is still open, but I have no confidence that it won't be suddenly closed at any time for no reason at all.
Frequently Asked Questions
What is Complaint #5872101 about?
Complaint #5872101 was filed against Truist Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-08-12T12:00:00-05:00.
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.