Consumer complaint received 2018-02-04
Company: SUNTRUST BANKS, INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX I opened a Checking and Savings account within a Suntrust Branch in XXXX, NC. The night of XX/XX/XXXX, I  used " XXXX '' to send myself {$75.00} ( To my then open XXXX XXXX account ) for gas and food for the week, since I didn't have a Suntrust debit card, yet. The money never came, my fiance needed some money so I tried to send her {$90.00} ( Immediately it worked ). Okay? weird, let me try to request the {$75.00} from my XXXX XXXX and pay it through Suntrust, I did all that and it " processed '' but yet the funds never arrived. XX/XX/XXXX, I walk into the branch to deposit my recent paycheck into my account so I could pay my bills. I speak to XXXX who set my account up, and proceeded to explain the situation of the " XXXX '' issue. She calls in to customer service and they couldn't figure anything out and advised XXXX and myself that we issue " Stop Payments '' on the 2 " XXXX '' payments. So we logged in to my account from her office computer and the CSR on the phone walked us through the steps of how to do this and we did and I proceeded on my way for the weekend. On the night of XX/XX/XXXX I proceeded to submit an ACH payment ( MY FIRST PAYMENT ) to my Car Finance company on my new vehicle, so I could continue my goal of improving my credit score and being an on time customer. Saturday, XX/XX/XXXX is when my life unfolded. I was attempting to check my credit reports and see what else I need to jump-start my score upwards more. Well, none of the credit companys would allow me to login, that's when I started suspecting something was wrong. I went to check my account to see what funds I had left and how to budget out until next bill payment. I tried to login to my Suntrust account and it was locked, knowing I didn't just forget my password in 48 hours, I went ahead and changed my password and tried again, still locked. Hmmm.. This is strange, I proceeded to call in to customer service and see what was up with the systems. That's when my life came to an abrupt halt, I was told that my account had been closed " Due to Terms and Conditions ''. I was blown away and immediately inquired about my {$750.00} ( Which is ALL the money I had to my name ) they told me there was no further info to provide and to go to the local branch and speak to them. So, Monday XX/XX/XXXX I go to the branch where I set my account up. I speak to the Branch Manager about this un-contacted sudden forced account closure, he offers to assist, and logs on to the system and shows me where it says closed " Due to Terms and Conditions '' and does not list anything for the Manager to advise me. So, he proceeded to contact Suntrust Customer Service on his end, and they too were unwilling to assist with any information. They tell me the account is closed but not fully closed, that's when I insisted that I receive ALL the funds that were in my account at the Branch right then and there. They denied being able to release my funds to me, after stating that the account was not " Fully closed ''. This is when I began freaking out because Suntrust is now holding over {$700.00} of my own money from me. I have called, emailed, ( NOT once has anyone from this institution reached out to me via Mail, Phone, E-mail ). My vehicle payment is now going on 2 weeks late ( MY FIRST PAYMENT AND THEY SEE THIS FROM A CUSTOMER! ) Suntrust is refusing to give me the money I have worked hard for, they have caused me to go broke, and have now costed me negative points on my credit score. I feel personally discrimated against by Suntrust. I want the full funds that were in my account, no fees should be charged to me for their ill-legitimate shutdown of my accounts, I want to be reimbursed for damages caused by the actions by Suntrust for the maximum allowed by federal law, also including the time I wasted inside one of their Branches with no results.

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