Consumer complaint received 2020-07-14
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:
I opened four business checking accounts with suntrust bank on XXXX XXXX XXXX, in XXXX GA XXXX. About three weeks to a month later ( XX/XX/XXXX ), the bank froze my accounts placing them in a " no debit '' status ( I'm told so that there is no activity on them ), saying that there must not be any activity on them so that they can close them. I have been calling in every day since my accounts were placed in the no debit status to find out why that is so, and have been told " I don't know '', " You should have received a letter with an explanation '', " Wait for a letter to be sent out in up to 20 business days explaining everything ''. I even spoke with Supervisor, XXXX XXXX who told me he has no idea what is going on, and placed me on hold to ask someone for information. I later on in the day ( still on XX/XX/XXXX ) spoke with XXXX XXXX ; who told me on XX/XX/XXXX, my accounts will be closed and a check would be mailed IF they owe my any money ( I have a total of XXXX between my four accounts with them ). I told mr. XXXX, I have bills that were to be paid with those accounts and that those bills needed to be paid in a timely manner. mr. XXXX stated that is the information he has for me as though he could care less and just wanted me off of the phone. I asked why it would take so long, and was told by mr. XXXX " I don't know, that is the date they will close, and if there is money owed to you, we will mail a check ''. I asked to speak with XXXX XXXX manager and was told there was no one else I could speak with, I then requested the phone number for the corporate office and was given the corporate office mailing address. On XX/XX/XXXX I realized I have two accounts that have not had any activity since before XX/XX/XXXX ( One having no activity since XX/XX/XXXX, and the other since XX/XX/XXXX ). When I called in on XX/XX/XXXX, XXXX answered, which was one of the reps I spoke with on XX/XX/XXXX, I asked why those accounts have not already started the closing process so that I may receive my money earlier, and was told by XXXX after she reached out to the department closing my accounts, " Sometimes Suntrust takes a little longer to get things done with no rhyme or reasoning, but I have been told those accounts will also be closed on XX/XX/XXXX '', I then asked to speak to a supervisor, and was connected with XXXX XXXX after being hung up on, and called back by XXXX XXXX who stated " Hey Mrs. XXXX, our called got disconnected, not sure how that happened, but i wanted to inform you of the same thing i informed you of yesterday, your accounts will be closed on XX/XX/XXXX and after that time any money owed you will be mailed in a check ''. I asked XXXX XXXX why are the accounts that had no activity on them since the end on XXXX, and beginning of XXXX being closed out so long after having no activity when I was told the accounts only needed to not have activity for 5 business days to be closed out. XXXX XXXX stated " your accounts will closed on XX/XX/XXXX, and any money owed to you will be mailed in the form of a check after that '', I then asked XXXX XXXX to speak with his manager, and was told " NO! '' " i've told you all the information, and gave you the address for the president so that you can write a letter, you are not going to speak to my manager '', I asked to speak with his manager again, and was told by XXXX XXXX " It's not gon na happen! ". I then hung up the phone.

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