Consumer complaint received 2019-06-24
Company: SUNTRUST BANKS, INC.
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I have an ongoing issue with Suntrust Bank attempting to close my savings account, which they refused to do. They also refused to give me any explanation. 

It all started on Friday, XX/XX/XXXX, when I found out I could not log onto online banking ( which I have had for 10 years, I have been a customer since I was a kid ). I was then directed to call their call center. I called, and after entering the last 4 digits of my social security number and pin number for the account ( which were all verified ), I spoke to a representative. She asked for a " valid phone number that can send or receive texts to receive a verification code. '' I provided the number, which I happen to be calling from. I was quickly told it " failed the verification test. '' I asked what it meant to fail the verification test. She told me that because I failed the verification test I had not other option then to visit a branch ( I can not visit a branch because I live in New York and the nearest branch is in Maryland ) I then insisted on talking to a manager. I got XXXX of their XXXX Florida Call Center ( XXXX ). She presented herself as the Supervisor. 

She then told me that I could not continue over the phone because I did not provide a valid phone number that received texts. When asking what a valid phone number meant to them and letting them know that this phone works fine ( thats the phone number Im actually using ), they were not able to explain further. When asking what the criteria was for providing a working phone number, they were unable to say. 

When I asked if I could provide another number to receive the verification code, she said no. Again, like the previous person, she said I would have to wait 24 hours or walk into a branch. Again, when I told her that I could not physically walk into a branch ( as I live in New York ). Again, she said those where my only two options. 

I called again the same day with the same number just to see. I was directed to XXXX, a technical support expert who tried again and told me it was unable to pass the verification test ( XXXX ). I asked why my own phone which Im using and which is associated with the account, can not pass a verification test and he said he had no idea it just " says in our system 'pass or fail. ' I then asked if could I provide another phone number. He said " unfortunately no, you only get one chance so you have to wait a day. '' I asked if it had to be the phone number associated with the account. He said, and I quote : No. 

My next attempt to close the account was Monday, XX/XX/XXXX. I first got a XXXX XXXX from the Customer Care Department, ( XXXX ). I was curious where Ms. XXXX was located and she then revealed that she was talking from the XXXX. I went through the same process with her, but with one difference. I provided a new cell phone number. 

But the second number also " failed the authentication test, '' ( this is strange since Ive been texting back and forth with that number before, during, and after this exchange ). 

I told her I no longer cared about online banking or doing business at all with Suntrust since Suntrust is not allowing me to access my account. I would officially like to now close the account. Please send mail me a check for the full amount. 

She said that was ok, where would you like the check to be mailed. I gave her my present address in New York, but just before I finished, she cut me off and said that, Unfortunately, we will be unable to close your account. I asked why and she said, Because the phone number given did not pass the verification test. 

I then asked to speak to the manager. I was connected to XXXX XXXX, the Client Solution Supervisor of the Client First Solutions ( CFS ) Management Office. 

XXXX said, " Unfortunately, because you didnt provide a phone number that can send and receive texts, we can not shut down your account. 

Assuming the issue is really about identification rather then a phone number that can provide texts, I asked if there was any other information she needed to verify that this is my account. She said, No. I asked to speak to someone higher than her. 

She left me on hold, then came back and told me that she had spoken with her boss, XXXX XXXX the Client First Solutions Manager of XXXX, TN, CFS Management Office. Although he was obviously there and able to speak to XXXX XXXX, she claimed that, He was unable to come to the phone right now. She then tried to give me two address which to file a complaint. I told her I had no interest in filing a complaint, I simply wanted to close my account ( I noticed that the addresses where in house addresses with Suntrust ). Asking again why I could not simply close down my account, she could provide no reason. 

Suntrust is going through a big {$66.00} billion merger at the moment, so it is in their interest to keep their accounts open. They are also going through a shareholders lawsuit based on this merger ( see XXXX  ). 

In addition, I had noticed that money was being withdrawn from my checking account numerous times at the rate of {$10.00} per Statement Period, giving no explaining what-so-ever. They only refunded the money when I discovered this withdrawl and called to make inquires. There have also been numerous complaints about this Suntrust practice. 

As a result of these actions by Suntrust, I have been denied access to my account, denied access to the funds in my account, and can no longer even check my account to see if theyre continuing withdrawing money from it. Even more shocking, I can not even close my account.

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