Consumer complaint received 2019-09-13
Company: SUNTRUST BANKS, INC.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Fees charged for closing account

Complaint:
End of XX/XX/XXXX I received a letter stating that my bank for many years was closing my account as of XX/XX/XXXX. Which my daughters account is connected to and would close hers out also. I was upset because no reason was given and as I said we had been with Suntrust a long time. 
XX/XX/XXXX my daughter goes the the ATM to put {$200.00} so she can pay a bill layer that night but when she tried to get online at home she couldnt see her account info, asked me couldnt I see mine so I checked and no I couldnt. So of course we are upset because this is how we pay our bills online. 
XX/XX/XXXX Me and my daughter go to our local branch to see whats going on and I was going to with drawl my only income I have right now SSI for me and my son, we lost my husband XX/XX/XXXX and yes the one year Anniversary was only a few days away and we were all emotional already. The bank said there was nothing they could do its from the higher up people and out of there hands. I had one bank lady very upset at what was happening to us call XXXX as I was in her office pleading with them that they cant hold a government check for no amount of days that against the law but the lady on the phone said she cant do anything about it. The local bank workers knew me since I had been a customer for so long and there were very upset with me but there was nothing they could do my fines were locked they couldnt access them either. Finally a lady from XXXX called me apologizing saying she is investigating this because this should have never happened, my account should not have ever had restrictions on it or not allowed me to withdrawal my money on XX/XX/XXXX. I told her that all my bills are late and have late fee charges ect. My credit score is getting bad hits from my payments being late with is awful because Im trying to get my score back up so I can finalize the mortgage loan that me and my husband started building our home XX/XX/XXXXbut I lost him XX/XX/XXXX only three days after I had got laid off from my job at the hospital. So needless to say with Suntrust doing this to me and my kids has done nothing but caused us more stress and grief at time we were trying to heal from losing my husband. Trying to save our family home and then getting full custody of my husbands XXXX year old son who I have raised since he was a year and half. And trying to deal with Suntrust breaking the law on keeping my only income and my daughters only income which she has XXXX young girls age XXXX and XXXX that she is raising .. it took them 35 days to get my check and my daughters check of what was in our accounts to my local bank. Then I go down there to get them and they said we can cash these out for you I said ok then was told but since your not a customer no more you have to pay a fee for each check, I was in such shock and dispair I said thats fine I will take this up with the higher ups with all of the other issues they have caused me. So the lady in XXXX said Im sorry we can reimburse you the fees they charged to cash the checks I said what about all of the late fees from my bills ect she said send everything to me and I can go to the board to see about refunded these to you. I asked what about all the stress and anguish your bank has put on me, my daughter our kids, not knowing day by day how we was going to feed them with no money? We had to borrow money from family and friends to stay afloat on food so then once we get our money we pay back every one and then pay our bills with all the late fees and we were negative in our new bank accounts because of Suntrust not taking responsibility of doing the right thing once they seem what was going on. 35 days this was going on Im sure they could have contacted me to settle this that would have helped keep me afloat due to there mistakes they caused me. I need some help on getting Suntrust to pay what that rightfully should to me and my daughter and what they did to us for 35 days. My mortgage company sent me a letter stating they needing my payment by a certain date and time or they would not carry no loan. I was so scared and crises for days, I couldnt loss our family home me and my husband build on family land besides his patents so we could watch over them as they getting older and need help. The stress nearly killed me I stayed sick, couldnt eat or sleep.

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