Consumer complaint received 2021-06-24
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On Monday XX/XX/XXXX, I deposited a check from my investment company via mobile into my personal checking account. My Investment company is XXXX XXXX XXXX and Ive been an client with them for almost 18 years and I have certainly received checks in the past from them and also have deposited checks from this institution in the past into my Suntrust personal checking account. Never had an issue. Few mins later I immediately got a confirmation that the check has been sent to the personal checking account and Suntrust bank will notify me in XXXX of funds available. 
So, the next day early that morning of XX/XX/XXXX, I received another email from Suntrust stated, the deposited check will need to be split into 2 by XXXX XXXXf that same week ( XX/XX/XXXX and the next XXXX  by XXXX XX/XX/XXXX ). I thought to myself for a second, this must be a be a new policy, etc. However, I went on with my day at work and returned back home later on XX/XX/XXXX evening to were I received another email from Suntrust, saying the entire check is on HOLD until XX/XX/XXXX. 
Of course, I immediately called Suntrust customer service to see why??!! The rep at that time was really nice and told me sometimes when customer deposited check via mobile, it takes maybe a little longer. Meanwhile, Ive already spoken with XXXX XXXX XXXX about the funds being held and they told me along giving me a reference number saying theyve already dispensed the funds to my Suntrust bank on that XXXX  midday. 
So, now Im confused and my frustration has grown to getting XXXX off. 
I had to call Suntrust 3-4 times during XXXX XXXXo speak with someone that ( 1 ) could display respect to their clients and not hang up on me. Mind you, these calls are recorded. Moving on.I received NOTHING be complete disrespect, disregard and sarcasm from the customer services team. Two people in particularly XXXX XXXX and a person name XXXX the supervisor that worked XXXX morning ) between the hours XXXX ) Ive been a client for almost 20 years with this bank and I can tell you this, the individuals working in that corporate setting are completely untrained, and unprofessional with their so called customers services skills! I was really blown away by the fact these people said, my check is under investigation and its coming from a confidential source they could not say who. Wow!!! 
They may not know how the law works, but when you use words like investigate and/or confidential you better have backed up resources and processes. At this point, I was disappointed and disgusted by the useless conversation and/ before the calls was constantly being hung up by these Suntrust employees. 
I need someone with a sense of urgency and professionalism to assist me with to why check is under investigation and why theyre not trying to reach out to the other institution vs. throwing legal terms to a client who has never had ANY fraud related to any of my checks nor deposits. 

I want this handle diligently and rapidly. 
My next move is contact the XXXX XXXX. 
Suntrust you can not be serious with hiring people whos willing to tarnish your legacy.

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