Consumer complaint received 2024-01-29
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Update : As of Monday, XX/XX/XXXX, deposited funds of {$400.00} into Truist checking account XXXX are STILL NOT AVAILABE in Truist checking account. Today is the 10th day a hold was put on my deposit, and I still do not know why a hold was placed on my deposit. Originially {$220.00} of my {$400.00} deposit was made available immediately upon the online deposit on XXXX XXXX. Then on XX/XX/XXXX, I received notice that a 10-day hold had been placed on the entire deposit amount of {$400.00} without any explanation why the hold was implemented. 

The deposit of {$400.00} was made by Check # XXXX from my XXXX XXXX XXXX XXXX ( XXXX ) checking account XXXXXXXX XXXX XXXX XXXX XXXXXXXX cleared my XXXX checking account on XX/XX/XXXX. Please see attached image of cleared XXXX Check # XXXX. I have been unable to speak with either XXXX XXXX ( XXXX ) nor XXXX XXXX ( XXXX ), and neither have responded to my email messages ( copes of email messages sent below ). 

Please see below : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Re : Responding from Truist Case # XXXX and Truist Case # XXXX - Image of Cleared XXXX Check # XXXX {$400.00} EXTERNAL EMAIL- This email originated from outside of XXXX. Do not click any links or attachments unless you recognize and trust the sender. 


Dear XXXX XXXX and XXXX XXXX, Please see the attached image of my cleared XXXX XXXX XXXX ( XXXX ) Check # XXXX in the amount of {$400.00} which was deposited in my Truist checking account XXXX on XX/XX/XXXX. The check cleared my XXXX checking account XXXX on XX/XX/XXXX. 

As of Sunday, XX/XX/XXXX, I still DO NOT have my funds available in my Truist checking account XXXX, and neither of you have returned my phone calls. 

I will be filing a new complaint with the Federal Trade Commission for your unlawful withholding of my deposit funds and your lack of customer support. 



Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX Resolution, Are Truist Case # XXXX and Truist Case # XXXX duplicate responses to my complaint ID XXXX filed with the Consumer Financial Protection Bureau against Truist Bank ? 
My personal email address is XXXX and business email is XXXX. 
Please see the two ( 2 ) forwarded email messaged that I received. One message identifies XXXX XXXX as a point of contact ( POC ) and the other email identifies XXXX XXXX as the POC. 

Follow-up I would appreciate your prompt explanation on why the availability of {$220.00} of my {$400.00} deposit on Friday, XX/XX/XXXX was reversed and the entire deposit amount of {$400.00} was put under an Administrative Hold for 10-days. 
I had been a SunTrust customer since XXXX, and after its merger remain a customer of Truist Bank. My Truist checking account is linked with my XXXX XXXX XXXX XXXX checking account and last night, XX/XX/XXXX, one of your Customer Service Managers told me my check was put on hold because it may be a security risk before finally admitting that he did not know the business decision for the XXXX hold. 

-- -- - Forwarded Message -- -- - From : ClientResolutionConfirmation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Responding from Truist Case # XXXX Dear XXXXXXXX XXXX XXXXXXXX, Our Client Advocacy team is currently researching your questions or concerns received on XX/XX/XXXX. We assure you we are focused on responding as quickly as possible. 

If you have any additional questions or concerns regarding this matter, please contact XXXX XXXX at XXXX. 

Sincerely, Client Advocacy The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer. 

-- -- - Forwarded Message -- -- - From : ClientResolutionConfirmation  XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  EST Subject : Responding from Truist Case # XXXX Dear XXXXXXXX XXXX XXXX, Our Client Advocacy team is currently researching your questions or concerns received on XX/XX/XXXX. We assure you we are focused on responding as quickly as possible. 

If you have any additional questions or concerns regarding this matter, please contact XXXX XXXX at XXXX. 

Sincerely, Client Advocacy ________________________________________

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