Consumer complaint received 2019-07-20
Company: SUNTRUST BANKS, INC.
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I recently got a job in XXXX and in preparation of relocating there, I went online and opened an account at SunTrust bank. This was on XX/XX/2019. To fund the account, I authorized a transfer from my XXXX XXXX  account of {$250.00}. I received notification that the account was opened and was welcomed " aboard ''. However, as I kept monitoring the account, the money from XXXX was never transferred in. I also tried to transfer money from my XXXX account, which didn't go either. I called SunTrust to inquire about what was going on, I was informed that my account had been closed and a letter would be sent. I also called XXXX and was informed by them that the transfer not going through was on SunTrust. So, I think " okay, I'll just wait until I'm physically in XXXX  and actually go into a branch to open an account. '' On XX/XX/2019, I do just that at a branch in XXXX, XXXX. The woman whom I met with to open the account was very pleasant and did whatever she needed to do the re-open the account that had been closed. She said she couldn't see any reason why the account had been closed in the first place. Because I've never had any negative dealings with a bank before, I went ahead and trusted that all was well and I deposited money. I deposited {$500.00} from my XXXX account and, because I very mistakingly thought it would be safer in the bank than with me holding onto it, I also deposited a {$20000.00} check from my father. ( What a mistake that turned out to be. ) She put the {$500.00} check into a checking account and the {$20000.00} check into a money market savings account. A day or two later, I also transferred {$250.00} from my XXXX account and I transferred {$10000.00} from the savings account to the checking account because there is a minimum amount you have to have in the checking account to avoid fees. ( Again, I was just trying to do the right thing, unlike SunTrust. ) I am in the process of trying to buy a house in XXXX, so I wanted to get my account established so I could show proof of funds. On XX/XX/2019, I receive a call from the bank employee who opened my account. She was very apologetic and very upset and she informed me that, for some reason that no one would tell her, my account had been closed. Before calling me, she had tried to rectify the situation, but was treated just as badly as SunTrust treats its customers. She very strongly encouraged me to call to see if I could find something out. I called and, at first, was just told that SunTrust could close my account whenever they wanted and for whatever reason. Then I was told that I would receive a letter and would eventually be sent a check. After mostly being dismissed by this person, I asked to speak to her supervisor, which I was able to do. This woman was much more helpful, but also informed me that my account had been flagged and the fraud department was handling it. While I was on the phone with her, she also talked to the branch and the fraud department. Even after that, she could not give my any kind of helpful information. At this point, I told her all I wanted was to get my {$20000.00} back so I could move on with my life and purchase a house. She didn't mention anything about having to wait 5 days, she just indicated that a check would be sent to my address. This was an issue because, while I still own the house I was using as an address in XXXX, I am physically in XXXX and need the money sooner rather that later. She and my local branch both agreed that it would be no problem to have the check sent to the branch for me to pick up there. So I am thinking that while this is a horrible thing, at least I will be able to get my money. On XX/XX/2019, I call the branch just to check in to see when I might be able to pick up my check. The woman who opened my account originally said she and the branch manager had been calling and emailing ( none of their emails had been returned ) people to try to find out what is going on with my account and what can be done to get me my money. They are getting absolutely no answers either. I was encouraged to call the fraud department myself to see if they would tell me anything. I did this, and of course they were no help whatsoever. I again ended up talking to some sort of supervisor who ultimately just told me that they would have to wait 5 days from the last transaction ( I never even tried to take any money out of this account ). They would also need to finish whatever investigation they were doing. After they finish the investigation, it could be another 10 days before I am mailed a check. So, who knows how long it could be??? How are they allowed to steal my money like that? I understand it and think it is a horrible practice, but I am aware that they can close an account at anytime for absolutely no reason. Fine. I just want my money back. If there is something fraudulent going on with my account, shouldn't I know about it? Maybe they should ask some questions instead of just holding my money hostage. This is an outrageous and completely unfair practice and shows total disregard for their customers ' lives. They could quite possibly cause me to lose a house I have made an offer on. I have never done anything fraudulent in my life and have an XXXX credit score. I've always done things in a way to prevent something like this happening to me and it shouldn't be happening to me. At this point, I don't even care about answers, I just want my money!!! Please help!!!

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