Consumer complaint received 2020-07-12
Company: TRUIST FINANCIAL CORPORATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
In XX/XX/XXXX I received a call from my title company that a check had been returned from my business account. I immediately called my branch who I have multiple accounts ( business & personal ) and personal relationships with and was told that " there was nothing they could do at their level '' and I needed to call the Fraud Department. I ask them why I need to call fraud and they say the same scripted thing " There is nothing I can do at this level ''. 
I logged in to my account immediately after this and come to find out I am not able to view my accounts online because they all say " not available ''. I called and waited on hold for the fraud department who tells me that they have decided to close my accounts and end their relationship with me. Now I am just confused and they keep telling me their same script over and over again " this is all the information we have ''. No one will help me and even the people at the bank that I have trusted and respected at my branch for years wont help me or give me access to my funds. How can you do this to your customers? A small business? Not even notify them in any way? Not give me any answers at all? If it is fraud wouldn't they want to verify charges with me or are they saying I am doing something fraudulent? I have never done anything fraudulent in my life. They have talked down to me on every single call and patronized me and just keep repeating the same scripts over and over again. I have no access to my money or my accounts. I have been to the branch and been ignored at the drive through and they will not answer my calls inside the branch no matter what line I call. I am a brand new small business that just opened down the street from my branch in the midst of a Pandemic and then gets single handedly shut down by Suntrust. 
I have been told every single time that I call that a letter will be sent but it hasn't and I have been told that my funds will be mailed to me but they haven't. 3 months later & no resolution. Now they want me to get a hold harmless agreement from 14 randomly chosen transactions that some of which are cash and everyone know that this is not humanly possible. They will not release my funds until this is done from what I understand and I do not under stand how this is legal or right? I can not get anyone to help me and I call every day now. The deposits that were made were obviously the same rent deposits that are always made every month and they have somehow decided that now they are a problem. I can not get any resolution and no one at my branch will answer my calls. I dont know what else to do other than to report them for grossly mishandling my funds and causing me serious financial hardship. I get blank statements from them every month showing where they took my money from my accounts. They are zeroed out and I am too.

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 non-monetary relief