Consumer complaint received 2019-03-05
Company: SUNTRUST BANKS, INC.
State: SC
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Suntrust/ XXXX XXXX XXXX XXXX Complaint My Name Is XXXX XXXX XXXX Company EIN XXXX Company Name : XXXX XXXX XXXX Time In Business 3yrs Merchant Id : XXXX Merchant Id : XXXX Contact Email : XXXX I opened a business account with SunTrust following that I opened a Merchant account as well. I recieved my welcome letter from XXXX XXXX XXXX XXXX letting me Know That I will Have a team of specialist at my service for 2 statements along with my login credentials. 
Everything Started out ok the first few weeks then on XX/XX/2018 I notice there wasn't any activity in my account I was like, ok I'm going to give it some time the money may not have come to my account yet, so a few days went by and I decided to call SunTrust Risk Management Department and see what was going on and I left a message and XXXX XXXX called my and informed me that my account was on hold and she sent me a email. I began to reach out to my Clients and customers to get this matter resolved. upon me doing so I recieved another phone call from XXXX XXXX Risk Management, Letting me know that I dont have that much time, and I let her know I'm waiting on my clients to put ther signatures on the invoices and I will send it quickly she said ok make sure your do this so soon I said ok. I did so and sent a Email as well confirming just to be on the safeside. I began checking my account and there was still no activity then I find out that my account was closed, I called the department everyday from the end of XXXX until now I have called numerous numbers XXXX gave me and made they sent numerous emails stating to risk management I needed a courtesy phone call. no response straight to voicemail. XXXX XXXX gave me the case numbers and told me to send one to risk management and there department. I spoke to the Guy name XXXX XXXX from XXXX XXXX who did my setup/ application and he wrote 2 support tickets, he then tell me that I just have to wait for the disputes in the mail and for risk management to call me that there was nothing he can do its out of his hands. I also went to suntrust branch to ask for help, they sent a fax with all of the documents XXXX needed. XXXX was there the 2nd time I came in and he told me he was new he just got started. by this time I'm very upset because my accounts are closed and my business account has went to collections because of this. none from the so called team of people was there nor did they offer to help they just started sending me to XXXX voicemail. Now I am no longer able to login into any of my accounts and they did not tell me when will the funds be released eveytime I call it says this account is not recognized and they have blackballed me from being able to open another merchant account, I've been in business for 3 years and as soon as my hard work begins to pay off this happens. They did'nt even offer me a loan or ways to protect my account from getting to that point or ways to help resolve this problem. now my business has taken a hit because of it. 
Numbers they gave me 1. XXXX option # XXXX supervisor line 2. XXXX 3.XXXX 4.XXXX 5. XXXX 6. fax # for documents XXXX chargeback dep. option XXXX 7.XXXX option XXXX 8. XXXX XXXX option 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