Consumer complaint received 2019-02-13
Company: SUNTRUST BANKS, INC.
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2019 I deposited a check for {$18000.00} into my Suntrust business account. On XX/XX/2019 I was sent an email from Suntrust of a notice hold on funds. I tried to log into my Suntrust account and I found out that all three of my banking accounts had been closed. I called the online Suntrust banking service and they wouldn't tell me anything. I went into the Suntrust XXXX XXXX branch and XXXX XXXX couldn't tell me anything. I began calling Suntrust over the next several days and couldn't get an answer from Suntrust online banking or the Suntrust XXXX XXXX branch. I was told XXXX XXXX from the XXXX XXXX Suntrust branch was out of the office. Finally the online Suntrust banking department and XXXX at the Suntrust XXXX XXXX brance told me they were waiting till XX/XX/XXXX for the deposit I made to clear and then an additional 5 days for any transactions I may have made to clear. XXXX and the Suntrust online department said I would be receiving a cashier 's check for {$15000.00} through the mail. I called XXXX and told her I wanted to pick up cashier 's check and she said it would have to be mailed. I told her I needed to change my mailing address and she said it was too late but she was able to make the change. I called Suntrust online banking around Friday and the guy who I spoke with told me I was no longer going to get a reimbursement. No one at the XXXX XXXX branch would give me any info or discuss what was going on. I then starting calling until I could reach XXXX. No one with Suntrust online banking or at the branch would tell me anything or discuss anything with me. XXXX told me to come back on XX/XX/XXXX and she would explain everything with me. When I got there XXXX told me to have my client have their bank file a reclamation claim. I asked XXXX to explain what a reclamation claim was and she couldn't. I asked XXXX ( XX/XX/19 ) to explain the consequences of the claim and how it works but she couldn't. I called XXXX XXXX at the XXXX XXXX location and talked with her today ( XX/XX/19 ). She said she would file a complaint but couldn't verify my identity. I told her to hold on while I drive to  XXXX XXXX Branch and get XXXX on the phone. XXXX said she had to go deal with a customer. I went to branch and XXXX wasn't there so I talked with XXXX XXXX. XXXX text XXXX to come to branch. I asked XXXX to call XXXX and he did and left a message. XXXX called back while XXXX and I were in XXXX 's office, I asked XXXX to put me on conference call and XXXX asked him if that was me she heard asking to be put on line and he said yes. XXXX would not put me on conference call with XXXX after I made repeated requests. I then got in car and called XXXX and she didn't answer. I left XXXX a message telling her XXXX wouldn't put me on the line. XXXX didn't return my call. No one will tell me what's going on or discuss anything with me. The closing of my account has left me broke, caused my email to be shutdown due to nonpayment, XXXX payments not made, rent is past due, car payment is past due, car insurance payment has been declined, XXXX ad declined and I have been locked out of my storage unit. I need to rent a truck to delivery jobs. I need to pay for furniture and delivery to clients. I need to pay bills. I have been left without means to run my business and feed myself. No one at the bank will tell me why they have closed my account and cashed my deposit. I have been contaced my a client 's attorney to refund their money. Client tried to cancel check but Suntrust has already received funds and therefore my client can't get reimbursement. I told XXXX and XXXX today XX/XX/19 that I was filing a complaint with the Federal Reserve.

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 monetary relief