Checking or savings account -- Managing an account -- Complaint #9067703
Complaint Overview
Complaint ID: 9067703
Company: Truist Financial Corporation
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: South Carolina
ZIP Code: 296XX
Date Received: 2024-05-21T12:00:00-05:00
Date Sent to Company: 2024-05-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Thank you for having the client resolution team contact me yesterday. I spoke with XXXX XXXX on XX/XX/XXXX. I have been a stockholder for over 25 years and an account holder since XXXX. I was concerned how XXXX XXXX on behalf of XXXX XXXX responded to my concerns. I am concerned that she was dismissive of inconsistent policies that could be a tantamount of racism. She gaslighted me and said she was sorry I felt that I had been mistreated. She needs to be trained on this as it does not show sensitivity. I was in tears and traumatized when she said this as she minimized my experience which again was based on race due to inconsistent policies. She refused to acknowledge that a consistent policy for making deposits should be posted visibly for customers. She said the policy was internal. I note lack of transparency. I explained to her that at different branches that some tellers make allow a cash deposit with a deposit slip alone, some request your debit card and some request your debit and ID. I will provide whatever is requested as long as it is consistent from customer to customer. I have even had tellers to tell me that they dont ask for ID if they know the customer. This puts the bank at risk for liability when policies are not consistent. At the ATM, when a cash deposit is made, only a debit card is required and not a drivers license. XXXX XXXX and all employees at the bank need diversity, equity and inclusion training to address their biases. XXXX XXXX sounded like she had antiquated views about diversity and failed to understand that biases do exist. She did not want to acknowledge this. I note the tellers that treated me differently and the resolution team members that have contacted me on behalf of XXXX XXXX are not people of XXXX and insensitive. It was clear that XXXX XXXX does not understand concerns of people of color. XXXX XXXX went on to read every group listed in the non discrimination statement and said Truist does not discriminate. She simplified the issue of diversity and inclusion and made it out that just because this statement exists that discrimination does not exist at the bank. I am dismayed that someone at her level on behalf of the ceo would be so insensitive about my concerns. Thank you again and I do hope the bank develops consistent visible policies. Thank you so much, XXXX XXXX
Frequently Asked Questions
What is Complaint #9067703 about?
Complaint #9067703 was filed against Truist Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-05-21T12:00:00-05:00.
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.