Consumer complaint received 2023-10-13
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a Business Account with Truist online on XX/XX/XXXX that was approved the same day. The next day, I deposited a check in the business account inside the Truist Branch from my XXXX XXXX plan in the amount of {$14000.00}. The teller advised the check will be on hold due to the amount and a new account. On the same day XX/XX/XXXX, I called Truist to setup my online banking and the representative verified my identity via telephone as far as to ask me things on my credit report and I passed. She emailed my temporary password and ended the call. On XX/XX/XXXX, i tried to login the account and it was blocked. I called Truist and the representative advised me the account was closed for fraud. I was confused and she advised my check from XXXX XXXX XXXX account is being verified for fraud. I started crying and advised her the check is definitely real and the company can confirm that. She advised I would have to wait until I receive a letter in the mail to see further actions. I went to the branch in the XXXX XXXX to speak with a banker to inquire what was going on. The branch was just as clueless and just advised once my check clears, I can pick up the deposit from the branch on the XXXX The letter arrived XXXX  and was generic saying they can close the account whenever they want with no reason and if I had any deposits, I can retrieve from a local branch once the monies show cleared. On XXXX I went to the brancXXXX XXXX XXXX from my house on XXXX XXXX to inquire about picking up my check. The branch leader XXXX was rude and asked why was I at her location. I advised I live 2 minutes away and why does it matter. She finally pulled up my account and proceeded to ask " why would I deposit a check of that large amount in the bank ''. At this point I am upset because she insisted on insulting me instead of trying to help me. She called someone and finally told me I just need to go home and wait. I was highly upset because I waited as the bank advised on the letter and via telephone until the check cleared. I called XXXX XXXX who issued my Pension check and they advised the check was accepted and cleared by Truist on XXXX 

I called Triust again to the enterprise line at XXXX option 1, option 1 again due to this is the department who is handling the situation. The lady on the line advised me the check will process XXXX  and I can go inside the branch on XX/XX/XXXX and pick up my money or reopen the account because they just saw an error in my bday. I advised her I wouldn't dare open an account with the again after the hassle I have received and terrible customer service. 

Today XX/XX/XXXX, I go to the Truist branch on XXXX In Truist XXXX and the senior banker XXXX XXXX pulled up my account to see available balance {$14000.00} but, did not know how to give me my funds because no notes was there. He called someone who basically had no clue as well. I sat in there over an hour, late to work, and nothing. I called the enterprise line while I was in the branch and the incompetent representative advised she is not sure what to do. AGAIN, imagine if your pension check is just somewhere and the bank is supposed to be the safest place and nobody has consistent answers. I left the branch again with no check or no information. I called the enterprise line again that is mentioned above and the lady advised me my money is available and she doesn't know why the branch did not just process the check. She tried to call the bank but, nobody answered. As of XXXXXXXX XXXX XXXX no information has STILL been consistent and they have my money and nobody has released it yet when the check cleared XX/XX/XXXX per XXXX XXXX department.

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 explanation