Consumer complaint received 2023-06-05
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/23, a mobile deposit from a XXXX loan check in the amount of {$3200.00} was performed to a TRUIST checking account. On XX/XX/23, an email was received which stated the check was on hold and funds would be available XXXX. That morning a purchase was attempted via XXXX XXXX, debit card ( from this checking account ) but was declined. The balance was approximately {$5.00}, therefore a funds transfer was made for {$100.00} from another TRUIST savings account. This placed the balance at {$100.00}. At some point, during the day on XXXX XXXX after I contacted the TRUIST customer service line, I was informed every account was under review in the TRUIST fraud department. When I contacted the TRUIST fraud department, they stated all TRUIST accounts are unable to be accessed and I would not be able to access any funds, deposited or otherwise until the XXXX business days were consumed due to the analyst needing to review the check for fraud. An email, per TRUIST fraud representative was made to the supervisor on XX/XX/23 for them to return a phone call discussing the process within XXXX hours on business days. I also visited a TRUIST branch who attempted to release the funds from the accounts if it were directly deposited. All TRUIST accounts received the direct deposits on XX/XX/23 as scheduled. On XX/XX/23, a voicemail message was provided to the TRUIST fraud department with my name, number, and information. On XX/XX/23, the TRUIST fraud department was again contacted with the same information of the accounts are in review and it will be XX/XX/23 when the funds are available for all accounts. When questioned why, the TRUIST representative stated that check and the related accounts are all in review. I stated my relationship is being called into question and the answer was yes. This TRUIST representative made an appeal ( request ) to release the funds in the accounts not including the check in review. She told me to call back after XXXX XXXX. At XXXX I contacted the Truist fraud department again and was told that it was reviewed the request but declined. When I asked to escalate the matter, I was told Truist process was not to escalate and Truist would have to do that for everyone. When asked who reviewed the request there was resistance and the representative stated a supervisor could be contacted via email with a response in XXXX hour business days. I asked who reviews the requests and again was not provided that information. I asked when the supervisor would contact me from the XX/XX/23 email complaint and he stated XXXX hours from the complaint email. I asked to speak with the supervisor and told no that TRUIST 's policy does not permit this. I asked for an email to be sent again to the supervisor asking for a return call. The mainTRUIST customer line was called, I was transferred to the TRUIST fraud department again. This time the representative listened to all the information, looked at each individual account, acknowledged I had been a customer for 19 years and had direct deposits in all accounts. She proceeded to send another email to request funds deposited directly from the accounts. There has been no resolution at the present time of XXXX XXXX

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