Consumer complaint received 2021-09-02
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 checking account on XX/XX/2021 with {$50.00} at SunTrust to receive payroll from job because company does not write checks and I didn't have an account. The company does not use XXXX or XXXX. I selected the Essential Account which waved the {$10.00} monthly fee as long as there was {$500.00} or more of direct deposit ; XXXX or more transactions per statement cycle ; or maintain {$500.00} or more daily balance. I was given 3 starter checks and was told I would receive a debit card in 7-10 days. 

I set up XXXX to receive the payroll and to receive and transfer funds to trusted friends and family members on XX/XX/2021.Using XXXX, I began to use my account the same day. 
I made 2 XXXX transactions : {$10.00} and {$1500.00} to a friend XX/XX/2021 I made 1 cash withdrawal : {$15.00} for myself the morning of XX/XX/2021. 
My payroll was deposited by my employer through XXXX ( XXXX ) on XX/XX/2021. Originally it did not show on my account. I stopped by the bank and an employee help assist me with the issue of why it was not credited to my account. : Once it was credited, I made a {$75.00} withdrawal for a bill. XX/XX/2021 I made 1 XXXX transaction : {$200.00} for a bill on XX/XX/2021 This left a balance of {$120.00} which I wanted most of it to sit until my next week 's payroll. 

Not having a debit card, going to the bank or using XXXX was the only way for me to transact my banking needs. I was never told I could not start using my account immediately, or that there were any limits on the number of transactions per day or per week. As long as I had the money in the bank, it was mine to use. I knew I would pay a fee if I did not meet the 3 conditions above. So, as far as I knew I was meeting the criteria set by the bank. 

Almost 2 days later on XX/XX/2021, early morning on my way to work, I received a text from the bank to call a XXXX number with a message " my access to funds transfer has been suspended '' and to call to resolve it. Being on the train, it would be hard to hear, so I tried to access my account online to see what they were talking about and there was a " your access has been restrictive '' and given the 1-800 number to call. I had no idea why and contacted the bank and was told my account had suspicious activity. I was told my account was being closed for suspicious activity or fraud. 

There was a {$28.00} transaction from XXXX , XXXX that I was not aware of, leaving a balance of {$97.00}. I was told they would send me account balance in 7-10 days after they had investigated. I visited the bank and I was not allowed to close the account or get the balance of my money ( {$97.00} ) while they investigated. 

I was frantic as this was all the money I had. I had just started the job and got my first paycheck. I had no money for transportation, food, etc. I was not allowed to file complaint with their company of how I was treated or file a fraudulent transaction myself on the transaction, or of how the bank had my money and left me with nothing. Unfortunately, I don't have the benefit of income as a XXXX XXXX XXXX and to take all my money in that matter is inexcusable. 

No one would tell me why they closed my account or what they thought was fraud unless it was the money from XXXX XXXX. Yet, they could not tell me where the transaction originated. I felt that I was being robbed by the bank since they would not help me by just holding that {$28.00} debit or at least let me get something out before closing it. I don't know if this was the case or not. XXXX can be set up with a checking account, but it is my understanding that it has to be tied to a debit card, and I had not received my debit card in the mail yet. I was treated as if I had done something wrong and penalized by having my funds usurped from me. 

I have never been a fan of banks and shied away in the past from opening an account past. I was forced to get an account in order to get my paycheck.

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