My complaint:
I have been a Suntrust Truist bank customer for nearly 30 years now and have NEVER experienced the level of unwillingness to address my recent banking dilemma in any sort of acceptable manner as i recently encountered. I live in Georgia and subsequently do most of my banking there but have been away from my home state on a 5 month long work project in the New England area , Last week while i was on a job in Rhode Island where i stopped for gas one evening and mistakenly left my wallet on top of the gas pump with all of my credit cards.debit card , drivers license etc within . The minute i realized what i had done i returned to the station to learn that my wallet had in fact been picked up and credit cards had already been fraudulently used .i immed contacted all of my cards and services to report the incident and cancel the cards , i was issued replacement cards and even ordered a replacement drivers license from georgia online however it was to take a week or better to have these sent to my address in Georgia then forwarded by a family member to me in Rhode Island . Quite the inconvenience indeed ! The most dcifficult part of this occurance was the difficulty i faced trying to access MY money from MY account to cover some important expenses that needed attention . i could no longer use my cash app because my debit card was linked to it and since cancelled would not work til a replacement arrived . f Fortunately , or so i thought , i remembered a service my bank [truist] offered me which would allow me to both access and use my money in my checking account to cover some personal expenses i owed . The servicer i am referring to is the Zelle service which i have been a registered user of for qui some time .Therefore i opted to use this service provided to me on 2 specific ocassions to covber 2 diff financial obligations . Upon doing so my online account was locked as a direct result and so i am unable to use my online account any further which i depend on considerable [ especially while so far from home on the road ] i immediately contacted Truist customer service who could not explain in any way whatsoever the reason for this rather punishment seemimg experience or explain to me what i had done wrong to bring this result upon myself ? Nor could they correct the error . i then iasked to speak with a supervisor on 2 different occasions who likewise failed to explain what i had done wrong to cause myself this tremendous inconvenience nort could they correct it unless i could find a Truist branch to visit in person to formally identify myself ? Unfortunately a Truist branch is nowhere near my location in Rhode Island as they have no offices in this state . This fact led me to further explain my position of suffering the punishing effects of Truists actions uponj my account . The supervisors i spoke with Shaquanda , Tyreika ? i bellieve were far more interested in arguing their policy and procedures hand book than trying to discover some other form of resolution to this rediculous matter at hand . i simply want to suggest to Trtuist Bank the desperate need to transition away from the robot like rules and procedures knowing cusztomer sedrvice reps toward far more unddrstanding and able to think outside of the box for the needs of their customers a bit more , i am still locked out of my online account access for god in heaven only knows why ? but maybe no other 30 year customer will havre to endure the same level of apathy and unwillingness to explain or correct any problems .
Suggested solution:
change whatever policy exists whereby locking the online account access of a client for simply utilizing the online resource they themselves provide their customers ?
