Consumer complaint received 2021-08-27
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Suntrust Bank closed my account on XX/XX/2021. For no reason. Prior to that day on XX/XX/2021, I was told I needed to come into the bank to verify my identity. Upon doing so on XX/XX/XXXX, I was told by the bank employee helping me that Suntrust would be reviewing and closing my account and sending me a check in the mail for the remaining balance and that this would take 10-15 business days. From then on I followed up weekly with Suntrust in order to check the status of said check. Each week I was told that my account was still under review and that a check was yet to be issued. I asked how long and they said they had no time frame for how long the review would take but that they could be certain once the account was closed I could expect the check within 7-10 business days. On the 3rd week of having my account in limbo, XX/XX/2021 I once again called Suntrust to follow up. This time they said something different from what theyd been saying the last 3 weeks. Now they said that my account was not being closed that is was simply frozen and I needed to go into a branch to show proof of my identity. I asked what they would need and they said a Drivers License and Social Security card. I told them I do not have either of those since I lost them and covid had made both a nuisance to replace and they said my passport would suffice as an identifying document. I went into the bank on XX/XX/XXXX but no one was available to help me so I left and came back on XX/XX/XXXX. The same bank employee who helped me on XX/XX/XXXX helped me again that day. I told her what happened and she was as surprised as I was since she knew that the information I was being given now was different than the information I was told on XX/XX/XXXX. She made the call to verify my identity and then asked for my social security card. I told her I did not have it and that I was told the day before that my passport was enough. She said there was nothing she could do and that she was sorry. I asked if there were any alternatives because I have now been stranded without a single dollar for almost a month now and I am unemployed at this time. Nobody cared and no one offered a remedy. I called Suntrust myself again while at the branch in order to confirm what she was telling me. The first gentleman I spoke to informed me of the same and said if the branch needed my social there was nothing they could do to unfreeze my account. I explained that since COVID the SSA has been backed up and if they had relayed this information to me when I first came in three weeks ago that I perhaps wouldve been closer to receiving my social and resolving this issue but Suntrust has been extremely misleading and inconsistent with what is going on with my account. They seemed not to care about what misinformation theyve provided to me and instead said we have sent your account to our internal reviewing team and they will decide whether to close the account within the next 24-48 hours. I found this to be unacceptable given that it has already been three weeks. Why wasnt it reviewed that quickly before? Why hasnt it even been reviewed up until now? They said once the decision is made they will let me know and if they decide to keep the account open I will still need to come in and give my social and if they decide to close it I will then be issued a check within 7-10 business days. During a time like this, these practices should be ILLEGAL. I am unemployed and have done NOTHING wrong with my account yet I am being treated as though I have done something dishonest with my account. I do not have a single dollar to my name aside from what I receive in Florida unemployment benefits which end on XXXX. XXXX. I have been MISLEAD and DECEIVED by Suntrust time and time again. I just want my funds and to have this account closed for good.

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