Consumer complaint received 2022-03-28
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I deposited a check to my Truists checking account I received from my attorney on XX/XX/XXXX. The next day XX/XX/XXXX I signed onto my Truist Bank checking account to see if the check was cleared. The entire check I deposited {$4700.00} was made available. When I was satisfied the funds were available I made a transfer of {$500.00} to another financial institution account I have. The following day XX/XX/XXXX I tried to sign into my account and it would not recognize my login username and password. Immediately I was concerned my account might have been compromised so I called the Truist bank helpline. After being on hold for an hour I decided to drive to a Truist local branch. When I spoke to the branch employee she could not give me any information except my account is in the process of being closed and she did not know why. So she also called the Truist helpline and after she was on hold for XXXX minutes told me she can not stay on hold any further because she has appointments she needed to attend to. So I left the branch still on hold from the initial call I made, now it was XXXX hour and XXXX minutes and finally I had a customer service agent. He then directed me to the check fraud department. When I finally talked to them they said they were investigating the check I deposited. I asked why they are not letting me have access to my account and she told me it will be closed and I won't have access to it. I then called my attorney who issued the check to me and they told me they did get a call from a Truist representative on XX/XX/XXXX to confirm the check was issued to me. and my attorney confirmed to them the check was made to me. When I explained to my attorney what was happening my attorney checked their bank account and confirmed the funds were taken out of their account in the amount the check was written. My attorney then called the Truist rep and asked her to call back and the Truist XXXX never called my attorney back. I then called Truist back and after being on hold for more than an hour I spoke to a Truist bank rep and they told me they will make calls to see why this was happening to my account. After a while the Truist rep just hung up on me. They never called me back or emailed me to try to explain the situation. So the next day ( XX/XX/XXXX ) I called Truist again and the same exact results I had, I was on hold for long periods of time and finally talking to a rep they hung up on me and never followed up with XXXX XX/XX/XXXX I went into my other account where I transferred the {$500.00} dollars to and that money was taken back from Truist bank. I called Truist again on XX/XX/XXXX check fraud division and asked when will I have access to my accounts and money. She told me they will start the investigation on XX/XX/XXXX which is a lie since they have already called the check issuer on XX/XX/XXXX and the check was cleared out of the issuers bank account since XX/XX/XXXX. I asked her how long will it take for the investigation, she said it could take a few days or a few weeks, she said she really cant say. When I spoke to the check fraud division on XX/XX/XXXX she told me the investigation shouldnt take more than XXXX  days and started on XX/XX/XXXX. I can not get any straight forward response from Truist bank, I have been trying to access my money and no one from Truist is helping me and basically are not giving me access to my money or accounts. I called this morning ( XX/XX/XXXX ) Truist fraud division and was on hold for XXXX hour and XXXX minutes and they hung up on me again. I can not get any answers from anyone from Truist, now I cant even connect with them. I am in dire need of my money. Can you PLEASE HELP ME?

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