Consumer complaint received 2019-06-15
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:
I opened a new account with Sun Trust bank on XX/XX/19. I deposited {$1000.00} in cash and a check from XXXX XXXX for {$3500.00} for a total deposit of {$4500.00}. I asked if the check would be " held '' since it was a new account and was told there was no way to know but to check my online account on XX/XX/19.  When I attempted to open my online account, I got a message that said the system was " temporarily not available and try again later ''. After attempting that for several hours, I called Sun Trust and was informed that the account was under review to be closed and they had the right to close the account for any reason or no reason and that was part of a disclosure I would have signed to open the account. I was also informed that it would be 7 to 10 business days before I could get this resolved. I went to the local branch that same morning and spoke to the customer service associate who had assisted me on XX/XX/19. He informed me that the check had been flagged as possibly fraudulent by some entity that all banks belong to. He said the account had been placed in a " no deposit/no withdrawal '' status and there was nothing he could do. OnXX/XX/19, I called the customer assistance line and spoke to a supervisor who essentially said there was nothing she could do but she would refer it to the appropriate department. I called XXXX XXXX on XX/XX/19 and  asked them if they know of any reason there would be a problem with the check. They said no but they would get back to me. On XX/XX/19, I got a voice mail message from Sun Trust  providing me with the name of an individual who was going to work on my case and gave me the phone number to call to speak with her. I called daily and left messages but no response. Also, on XX/XX/19, XXXX  XXXX  called and informed me the check had cleared their bank and been paid. So at this point, Sun Trust has {$4500.00} of my money but refuses to even discuss the situation with me other than to say they are following their rules and procedures. On XX/XX/19, I received a letter via US mail that stated the check was being held because the bank had " confidential information '' that the check may or may not  be paid. On XX/XX/19, I had another conversation with a Sun Trust supervisor who told me the check had not cleared, that the account was under review to be closed and it could be 25 days before it is resolved. On XX/XX/19, I went back to the local branch and spoke to the branch manager. I  provided him with a copy of the check showing that it had cleared and other documentation. He stated he would attempt to get this resolved but couldn't guarantee it. 

Bottom line, I deposit {$4500.00} in good faith and Sun Trust is holding the funds even though {$1000.00} was deposited in cash and the check cleared on XX/XX/19.  They are currently stating the account is " under review '' to be closed and once that is decided they will start the process to potential return my funds but it could take 25 days.

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