Consumer complaint received 2019-02-07
Company: SUNTRUST BANKS, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
My name is XXXX XXXX and I am highly upset and frustrated with the way SunTrust bank is handling my account and funds. I opened a new checking/savings account with this institution on XX/XX/19 and immediately set up direct deposit for my direct student loans, federal tax return, and employee payroll. I initially deposited {$100.00} upon opening the account and was able to actively use my account for 2 weeks prior to depositing my student loan check that I received from the University of XXXX XXXX  ( XXXX ) in the amount of {$7700.00}. I made this deposit on XX/XX/19 through the ATM machine at one of the SunTrust locations. The following morning, I checked my account to see the status of my check and a notification stated that the funds were being held until XX/XX/19. Later in the day I attempted to check my online account to see if there has been any update and was shocked to find out my user name and password was revoked. Upon calling the bank to confirm what the issue was, I was informed that my account was frozen and in the process of being closed out and my funds were being held until XX/XX/19 due to confidential information received from the payee XXXX  XXXX XXXX stating monies of the check would not be available. Please be advised that this check was approved from the Government Financial Aid for my student loans and I have never had any issues with these payments in the past prior to this. The representative I spoke with name is XXXX on XX/XX/19 at XXXX XXXX in the morning, and she advised to allow the full processing time to complete until XX/XX/19 and at that time she would personally call me to advise what would be happening with my funds and account. 
On XX/XX/19 I received a letter in the mail from Suntrust notifying me that my account was closed out per my request or because my account was at a {$0.00} balance for 35 days or longer. Obviously, as I stated earlier this was a new account and I did not request my account to be closed out. I then contacted the customer service department to inquire as to why my account was being closed out. I spoke with the supervisor named XXXX XXXX and he informed me that Suntrust bank can close an account without any reason or justification as it is at their discretion. He then also informed me after inquiring to the back office that my check is under fraud investigation and my funds will be held for up to 120 days. I requested to know where I can find this policy as I have read the policies handbook and it does not state anywhere that they are able to hold any funds for this extensive period. After inquiring to the back office once again, XXXX advised that they also do not have this information, but he could send my question to your research department and it would take 3-5 business days to get back to me. He also could not provide the exact date of when the 120-day period will be starting and finishing but advised that it would be around the time I deposited the check. I was then advised to contact the check issuer and request them to recall the check. 
I immediately contacted my school, XXXX University of XXXX XXXX  and spoke with the accounting manager named XXXX who tracked the check and advised that they would not be able to recall it as it has already been cashed by your institution. I am appalled from the incorrect information the bank supervisor provided, as it seems extremely odd that I would be told to have the check recalled after it has already been cashed. I also find it extremely odd that my check is being investigated for fraud after they already cashed it. It is my understanding that a bank needs to verify a check prior to cashing it. XXXX then reached out to the bank and spoke with the supervisor named XXXX XXXX. He was able to confirm the check account/routing number and assured to the supervisor that the check is not a fraudulent check. The bank supervisor XXXX XXXX then reached out once again to the back office and informed XXXX that he would need to have the bank issuer being XXXX  XXXX XXXX contact SunTrust with a hold harmless agreement to have the funds released faster however, if this can not be done then I would need to call back in XXXX for status of the funds investigation. Please note that XXXX, the manager of accounting for XXXX, advised that he never encountered a situation like this and that is not something they would normally do as the check has already been cleared and cashed by your institution. 
I am a XXXX-year-old woman working full time and going to school for my XXXX XXXX in XXXX XXXX. I have XXXX children ages XXXX, XXXX, XXXX, and XXXX and I was depending on this refund check to catch up on my bills such as my rent, car note, utilities, groceries, etc. This company has put my family in a horrible predicament and I am facing serious financial hardship because of this. This is a nightmare that I am not waking up from. Upon researching reviews of this bank, I am astonished to find out that this is a common issue as many people are reporting that they have closed out their bank accounts with no regard and have held their funds for months with no explanation. The way this institution is being conducted is very unethical and I am being treated as if I were a criminal. I feel I am being discriminated against and treated very unfairly. I am suffering great financial and emotional stress behind this. I have had to take numerous days off work to handle this situation at hand which is now affecting my job. I do not owe Suntrust bank any money and they have absolutely no right to make up their own rules and regulations when it comes to bank policies, as they have not provided any proof in writing that they have a policy where they are able to hold a persons funds for up to 120 days with no consideration and regard.

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