Consumer complaint received 2022-11-09
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/22 after bank was closed I tried logging into my account but it said password incorrect. I tried using user name thats saved on Truist app, but it said incorrect too. Later that night I tried paying for gas but my card declined. I called bank XXXX and was transferred to fraud department. I was told all my accounts ( my sons, daughters and mine ) linked to mine are frozen due to my daughters account having fraudulent XXXX activity. A check on XX/XX/22 for {$4800.00} and a check on XX/XX/22 for {$9800.00} was sent into her negative {$34.00} account and cleared and sent back to the issuer and later found it to be a bad check. The Fraud Dept immediately accused my daughter and said the only way I will receive my monies back is if she provides a notarized letter from the issuers bank stating the funds were good when she received it. My daughter asked me several months ago to close the account due to her account being hacked in the past for small amounts of monies and the bank never gave her back her monies. After speaking w/ the fraud department I went to the bank and spoke w/ a male rep about a force withdrawal for my Social Security on my account that is for my daughter. He told me it takes 24hrs and I could get the funds the next day that is Saturday XX/XX/XXXX, but he is not working on Saturday, therefore I will have to wait til Monday XX/XX/XXXX. On XX/XX/XXXX the male rep was conducting training and referred me to a female rep. While waiting for force withdrawal slip she accused my daughter and turned her screen to me saying this proves she did it. Then I asked to see the signed signature that would be used in court to prove the person did/didnt do the crime. What she showed me was a written initial XXXX and the rep said see this looks like a childs signature. Then she went on to say she sees this all the time where teens are on XXXX  and someone approach them virtually trying to be their XXXX XXXX. I asked why I wasnt alerted and she couldnt give me an answer. I asked after allowing the XXXX check to go they why did you all allow the XXXX to go they and why didnt you all see that she has never received a lump sum not even {$1000.00}. She said they cant do that because its discrimination. I was appalled and couldnt believe the lack of professionalism, and negligence on their behalf. She told me the accounts will remain frozen then they will close them, take out the total amount of both checks totaling {$14000.00} and if there are monies leftover in my accounts they will send me a check XXXX the remaining balance. After 40min lecture I asked for a copy of the checks and completed the force withdrawal. After my daughter got out of school I asked her about it again and she said she dont use that account and hasnt used that account and said she thought the account was closed since she asked me to close it months ago. The next day XX/XX/22 I made a police report. My frozen checking account has {$1100.00} and my sons checking account has {$11000.00} and his savings has $ {$1000.00} The majority of my sons money is from the gov FAFSA & pell grants. I called today XX/XX/22 after speaking with his student loan officer and XXXX XXXX XXXX XXXX XXXX asking for a force withdrawal of his FAFSA monies and the fraud dept said they dont have access to the account in real time, but he will put in the request and it will take til tomorrow XXXX XXXX or Monday XXXX XXXX since they will be closed for XXXX XXXX

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