Consumer complaint received 2021-12-13
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
Good Evening, I am reaching out to you regarding a recurring issue with our account. Since we have opened our account with Suntrust, we have continuously been treated as " suspicious ''. We are a reputable business with a strong clientele. However, due to the way we have been treated by your institution, it is starting to affect our reputation. We deposited over XXXX XXXX at your bank this year alone. We are paid by customers, but mostly insurance companies. Over the last two months, we have had every check we deposit put on hold for up to 15 days, and is affecting the way we conduct business. I have had to tell customers and vendors alike, they have to wait before depositing their checks, due to Suntrust holding our funds. Our business doesn't stop having expenses in the meantime, which have cost us {$1400.00} in overdraft fees and bounced checks this month alone. This is not only embarrassing, but extremely frustrating. We have 3 other banking institutions that we do not incur these issues with. If you look in our file, last year we had an issue with one of your branch managers who told our customer that we were probably " XXXX XXXX '' and " suspicious ''. This obviously sent my customer into a panic and we lost her contract. We contacted the XXXX, CFPB and our attorney. During our time filing a lawsuit, the expenses that we would incur from attorney costs were too grand for us at the time and would outweigh the price of the contract we lost. It wasn't worth the trouble. Of course, no one from the bank gave us any time of day outside of a scripted " sorry for the inconvenience '' and that was that. At this point, we need answers. We need some sort of rectification for constant discrimination for suspicious activity outside the fact that we are XXXX. Please get back to us A.S.A.P with a plan of action. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX GA XXXX XXXX XXXX XXXX Please see correspondence below for previous issue, From : XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX  XXXX To : XXXX Subject : Complaint about discrimination at bank Suntrust Branch XXXX XXXX XXXX XXXX XXXX, GA XXXX Hereinafter known as " Suntrust '' Branch Manager at Suntrust XXXX XXXX Hereinafter known as " XXXX '' XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX Hereinafter known as " XXXX XXXX '' Head Teller at XXXX XXXX " XXXX XXXX XXXX XXXX Managing Member XXXX XXXX XXXX XXXX XXXX Hereinafter known as " XXXX '' On XX/XX/XXXX after realising that our business check had been deposited into the incorrect account at the drive-through, I called the Suntrust XXXX number. I was eventually transferred to XXXX at the original bank that I opened my personal account at, which is very far from where we now reside. Eager to get the mistake corrected, XXXX stated she was able to assist after letting me know the check would be on hold until XX/XX/XXXX ( Month and a half hold. ) She stated she would withdraw the check from my personal account and redeposit it into my business account. During that time both accounts would be inoperable and overdrawn. 
On Friday XX/XX/XXXX, XXXX debited my personal account and posted them with temporary hold to my business account. 
On XX/XX/XXXX, XXXX reached out to me in the morning to tell me the check didn't clear the business account and the only way to rectify this situation is for Suntrust to take out the check and reissue it to the customer. Obviously, this is a huge inconvenience to us as a business, but this customer we are dealing with is under contract with us for construction and her house is torn down for remodeling and can not afford to lose time. XXXX suggested that we drive down to XXXX to pick up the check in person, so I sent XXXX down to XXXX to pick up said check. Once at the Branch, he is left outside waiting with no answer for 20 plus minutes. Eventually, XXXX comes to the door and gives instructions on what to do with the check. XXXX notices the check is written to XXXX XXXX and not to the customer and proceeds to ask XXXX if that will cause an issue at the Bank. XXXX states that it should not be an issue and that if there is an issue that arises to reach back out to her. 
XXXX drives to our customer 's home and gives her the check to deposit back into account and asks the customer to either have the new Cashier 's check written out to XXXX XXXX XXXX XXXX or do wire transfer, either way we need cleared or certified funds to proceed with work. Customer agrees to just do a wire transfer because it is " too frustrating '' for her. 
On XX/XX/XXXX customer calls XXXX XXXX to make an appointment to come in and Deposit check and do wire transfer. They state on the phone that they are unable to assist with cashing the check made out to XXXX XXXX and that the check should be made out in the customer 's name. 
Frustrated the customer reaches out to us and in turn, we reach out to XXXX. XXXX calls over to XXXX XXXX and asks for a Branch Manager. She is then told by the teller on the phone that the Branch manager is not in the office and the next in charge is the Head Teller XXXX. XXXX then calls XXXX back to tell him our customer is " good to go '' and XXXX will assist from there. 
Customer then proceeds to enter XXXX XXXX XXXX to meet with XXXX ready and willing to wire funds to avoid further delays on the home project and avoid further aggravation. XXXX proceeds to tell the customer that " Suntrust Branch Manager ( XXXX ) stated that there were " weird '' transactions in our personal and business accounts, we are attempting to EVADE taxes, and probably XXXX XXXX. '' As well as, " we deposited the check in our business account in order not to declare taxes and that we were flagged with the IRS and the bank. '' XXXX then states to the customer not to do a wire because there will be no " paper trail '' and to write out a check from their personal account written out to the business in order for them to track the money, and the next day XXXX could come in and " cash '' the personal check written out to XXXX XXXX XXXX  the next day XX/XX/XXXX and told customer to have XXXX " Come see her ''. 
The Customer is visibly shaken up from conversation and calls XXXX to state her interaction at the bank and is very weary of conducting business with us but still proceeds to give us a personal check. 
today, XX/XX/XXXX, XXXX goes to XXXX XXXX XXXX to speak to XXXX and to " cash check '', XXXX is on vacation for 5 days. 
XX/XX/XXXX Customer cancels contract.

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 monetary relief