Consumer complaint received 2018-06-04
Company: SUNTRUST BANKS, INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Snapshot : On XX/XX/XXXX, I deposited a tax refund check into my essential checking account in the amount of {$1000.00}. SunTrust has wrongfully withheld the funds that were deposited into my account. I have never had any debt with SunTrust nor have I accrued any fees associated with this bank. As of date, SunTrust has not issued the funds that remained in my account before they abruptly closed the account due to a 4D code. SunTrust has not attempted to verify the authenticity of the deposited check by contacting the IRS- whom issued the tax refund check. Between XX/XX/XXXX and XX/XX/XXXX, I have contacted SunTrust on numerous occasions and no one has provided information as to why I have been treated so poorly. Because of the negligence of SunTrust, I was unable to provide transportation to go to work, which was the purpose of the deposited check. Because of SunTrust, I lost my job. Furthermore, in XX/XX/XXXX, SunTrust notified me that my information was compromised. As a result, unauthorized accounts have been opened and unpaid which has severely lowered my credit score. As a loyal customer, SunTrust has no right to withhold my earnings. I have been wrongly treated by SunTrust as a human being and a customer. And because of this, i have now contacted a lawyer. 

Logistical Information : XX/XX/XXXX, tax refund check deposited into essential checking in the amount of {$1000.00} ; Deposited at SunTrust branch location:XXXX XXXX XXXX, XXXX , NC XXXX ; Posting date XX/XX/XXXX ; Capture date : XX/XX/XXXX XX/XX/XXXX, I was informed that the funds from this deposited check would be available on XX/XX/XXXX, however when these funds were not available on this date, I contacted the SunTrust branch on XXXX XXXX and the branch manager assured me that these funds would be available the following business day. This was false, as these funds were only partially released to me during the following week of Monday, XX/XX/XXXX. 
XX/XX/XXXX, {$19.00} was debited from my account. After this SunTrust placed a freeze on my account and did not allow me to access any further funds. I also filed a complaint with SunTrust on this date utilizing the XXXX number. The representative stated that my account was temporarily disabled due to suspicious activity and my funds would be released by the conclusion of the day. 
On XX/XX/XXXX, the branch manager at the SunTrust branch on XXXX XXXX was contacted. She assured me that these funds would be available the following day. SunTrust was contacted at XXXX. On this day, I spoke with three representatives. No SunTrust representative was certain as to why my funds were not available. I was encouraged to visit the branch were my account was opened for further information that could not be discussed over the phone. I also spoke with representatives from the XXXX contact for SunTrust. Every representative kept giving me the run around and wouldnt provide me with my funds that were deposited into the account. 
On XX/XX/XXXX, I visited the SunTrust branch location on XXXX XXXX XXXX, XXXX, NC XXXX. The brand manager as well as the account representative was confused as to why the SunTrust representative over the phone insisted that I visit the branch location and could not provide any assistance. Bother were also confused as to why the funds still remained unavailable. The representative contacted the corporate number for SunTrust and also filed a complaint on this day. The branch manager was also unaware as to how to resolve the matter. Because of this I also placed another complaint with the XXXX number for SunTrust. The representative was extremely rude and uncourteous. She did not want to file the complaint and acted as if she was placing the complaint, but did not until I asked for the complaint confirmation number. Proceeding, I had to repeat everything previously stated, because she did not file or notate the complaint. 
On XX/XX/XXXX, I was contacted by XXXX- a SunTrust complaint representative. She also was unsure why the funds still remained unavailable and assured me that she would investigate this matter and provide me with some clarification. 
On XX/XX/XXXX, I contacted XXXX and did not receive a response. I also contacted the SunTrust XXXX contact and no one could provide any further information or provide my funds. 
On XX/XX/XXXX, XXXX- the complaint representative, stated that SunTrust would close my account and hold my funds until they could verify that the check was issued from the IRS as a tax refund check and if they couldnt my check would remain in their possession until XX/XX/XXXX. 
From XX/XX/XXXX-XX/XX/XXXX, I contacted the IRS. According to the IRS representatives, no SunTrust representative contacted them in order to verify the deposited check. The IRS was unable to collect the funds that remain in the possession of SunTrust, because the check was signed and deposited into the SunTrust account. During this time, I have also contacted XXXX who has not returned any of my messages. Other SunTrust representatives have not provided any information. 
On XX/XX/XXXX, I received a check from SunTrust in the amount of {$1.00}, which was the balance remaining in my savings account. No other checks have been received. 
On XX/XX/XXXX, I received a letter from SunTrust stating the hold reason code stated above for the Regulation CC hold corresponds to a reason listed below : 4D- We have confidential information that indicated the check may not be paid. 
As of XX/XX/XXXX, I have yet to receive the funds that were deposited into my now closed account. The IRS has not been contacted by SunTrust.

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