Consumer complaint received 2020-05-01
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I opened this account online on XX/XX/2020. As soon as I opened the account online, I went to the Suntrust branch and deposited my {$1200.00} stimulus check from the IRS. The teller informed me that they do not give out temporary cards and that i'd have to wait 5-7 business days to receive my ATM card in the mail. She then asked me if I would like to reverse the check deposit into my account and instead cash the check out immediately for the full amount. I then took out {$200.00} cash and decided to go through with depositing the remaining {$1000.00} into my new account ( because I thought I could trust this bank ). The teller told me I could come to the branch and take out the cash at any time. After I deposited this check on XX/XX/2020. I downloaded the Suntrust app. I saw on the morning of XX/XX/XXXX that they placed a hold on my check and informed me that my funds would be available by XX/XX/XXXX. They verified and cleared the check into my account and available balance on Monday, XX/XX/XXXX. It is now XX/XX/XXXX ( 5 business days later ) and I have still been waiting for my ATM card to arrive in the mail. I checked my suntrust mobile app this morning, XX/XX/XXXX to see a message stating that my Suntrust access has been restricted, making me unable to login to my account. They provided me with the number ( 800 ) XXXX. I called the number and was told that my account was closed due to 5 business days of no debits or credits to my account. I asked how this is possible when I've deposited my check into my account and it was cleared on Monday, XX/XX/XXXX and that I've just been waiting to receive my ATM card. She told me she had no idea so I ended the conversation and decided to call my local branch. I asked them why my account was being closed and if I could come withdraw my available balance before they close it if that's what they'e decided to do. Now this branch team member tells me that my check was suspected as fraudulent and that my account has a hold for 15 days before they close it down and that i'm not able to access my available balance. I explain that this is a government check from the IRS and it's already been cleared. I explained how I am severely confused and emotionally distressed considering i've been patient with multiple inconveniences from this bank. I asked them if I could call the fraud department myself and get some answers because no one is providing me with answers, no one would allow me to come into the branch to speak with someone in person, and was informed that there were no appointments available. The man I spoke to at the branch said it is possible for me to come withdraw my available balance if the fraud department releases the hold. Almost in tears at this point, I call the fraud department and speak with a specialist named XXXX XXXX. He tells me the same thing the branch team member tells me and I ask him to please review this because there's been some kind of mistake on their part. This is not a personal check, this a government issued stimulus check with my name on it. The hold on the check was already taken off, the check was cleared and available in my account and available for withdraw since Monday, XX/XX/XXXX. Now i'm being denied my funds. I was told I had to wait 15 days for a decision and explanation and then I would have to wait another 7 days for my funds to be sent to me via check. XXXX verified that my account won't be closed until 15 days from XX/XX/2020 and I explain that I am 7 months pregnant and have to pay my rent now and get groceries. I begged and pleaded for them to release the hold and allow me to withdraw my funds so I can take my business elsewhere. I've requested them to contact the IRS or somehow review this case so that they can verify the stimulus check is indeed real and was issued to me by the IRS. They're refusing to give me my funds and claiming it was a fraudulent check, when there's many ways to verify that this check is real. I have never experienced these inconveniences and horrible troubles with any other bank in my life. I'm being refused my funds that I could have just taken in cash, and being given no answers. All the employees are acting unconcerned while I am in tears, and trying desperately to stay calm and patient on the phone with them while receiving no answers and given no care from the branch team members and specialists. I am so disappointed and heartbroken with the way Suntrust has handled this situation and treated me. This is clearly a mistake on their part and they refuse to look into it.

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