Consumer complaint received 2020-09-21
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
SUNTRUST BANK CHECKING ACCOUNT CLOSURE 2 DAYS AFTER {$60000.00} DEPOSIT/ TRANSFER FROM XXXX XXXX . Considering a 15 year banking relationship with Suntrust Bank, I have just been the recipient of customer " no service '' to the extreme. I first noticed that ( as typical for Suntrust ) I was unable to log onto internet banking, on or about XX/XX/XXXX. I assumed another typical service outage. On or about XXXX XXXX, I received a certified letter from SunTrust XXXX XXXX XXXX XXXX XXXX XXXX. XXXX that " We regret to inform you that while we value our relationship with you, we have made the decision to close your account ( s ) ''. Since I had seven accounts with SunTrust I assumed they were referencing " low activity '' accounts which I would be willing to close anyway. I had no idea that they intended to close every one of my accounts! The letter was a form letter and did not specify. The letter did specify steps which would make the " transition '' easier for me, instructing me to go to the branch and close my accounts or they would be closed for me, by SunTrust, on XXXX XXXX. 

My checking account is drafted monthly, $ XXXX for my parent 's assisted living expenses, and has several auto drafts set up for credit cards and a car loan. Despite SunTrust having all of my contact information, both emails and phone numbers, I was never contacted prior to or after the account closure, other than the generic form letter. No reason for the complete severing of the relationship that they value with me, has been given to date. 

Before XXXX XXXX weekend I had directed my stock broker to transfer a {$60000.00} loan to my SunTrust checking account, that was to serve as payment for my construction XXXX on XX/XX/XXXX, as well as cover my parents expenses and bills for the month. The certified letter from SunTrust was dated XX/XX/XXXX, yet not received until after the first week in XXXX. I left work early to go to the Bank before they closed at XXXX on XXXX XXXX. I arrived shortly after XXXX and the door was locked. It stays locked during business hours ever since the " pandemic shutdown '' in accordance with SunTrust policy, as I have been told. My experience since XXXX has been that if you don't have a pre approved " lobby appointment '' the manager and/or employees can use their discretion as to whether to let you enter or not. I was ignored by the employees inside. I came back the next morning when they were to be open for business. Once it became clear to them I was not leaving despite the locked door during business hours, the Bank Manager ( XXXX XXXX ) came to the door, opened it, but would not let me enter the near vacant lobby. I asked her to please explain the letter. I was advised that a check for ALL of my balances had been " cut '' and would be mailed to me within 14 days. When I reacted in total disbelief, and requested that I be given a check for my funds from all seven accounts, I was told to call the phone number provided on the letter. When I asked why, and explained that ALL of my banking accounts were with Suntrust, and I could not be without my funds or banking services for 14 days, she said it was out of her control and that I would need to call XXXX. FOR AN EXPLANATION, and that I " better hurry before it gets any later ''. The phone number was answered with a recorded message that if I had questions or concerns about an account closure, to email them at the address given. " Thank you ... .. goodbye ''!!!!!!!! 

Based on other XXXX complaints, unannounced account closures seem to be a common practice by SunTrust. The financial difficulties and harm that this has, and will create for me is unacceptable. In any other business there would be some accountability to the customer. My perception has always been that banks never bother to fully explain the terms of your banking relationship with them. They spare no expense to hire teams of lawyers to write volumes of pages of " fine print '', not to protect the customer, but essentially to give them immunity in any and all actions. In XXXX years never has this been made more apparent to me than in this situation, as I am sure they are in no way liable for this " train wreck ''! 

I will have a lawyer examine any future banking agreement for me before I deposit XXXX cent.

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