Consumer complaint received 2020-07-13
Company: TRUIST FINANCIAL CORPORATION
State: WV
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
This complaint involves banking company known as BB & T owned by Truist, my family as in both my grandmother with an account for 20 plus years and my brother for 6 years have had great experiences as well as pronlems resolved quickly when issues arose they recommend the bank to me when I was looking to open a new personal checking and business checking. The XXXX XXXX perosnal cheking was opened and funded with opening deposit XXXX, XXXX 2020. Following days later I opened XXXX XXXX XXXX account and funded with deposit XX/XX/2020. After receiving new debit card for personal account I had begun transferring all utilities and bills to he setup as autopay/bill pay from XXXX XXXX XXXX to bb & t, as that was the bank I was leaving as here in West Virginia I do not have a XXXX XXXX XXXX branch and was very inconvenient as times. So far everything was going very smooth and fast with the new accounts like receiving my personal debit card within days, after opening these new accounts I had also seen some tremendous news that the SBA had reopend the EIDL ADVANVE AND LOAN program and i had missed my opportunity the first time around before they shut it down to all applications besides agriculture, since reopened i had quickly i applied hoping to receive help this time and I did very quicky I first had to advance deposited as fast as 2 days afterwards and my loan by the end of the same week! I was very thrilled to finally have a little hope after everything this pandemic has caused to my personal life and my business taking a major impact that may even be difficult to recover depending on the economy. The only thing I jad going on when I opned the accounts was I was in the process of moving to a new home so I was ahle to receive my perosnal debit card at my old address but by the time the business debit card had been sent I had already moved and the post office returned to sender as the cant forward cards/pins or important documents, at the time I hadn't taken quite as quick action as I should have as I was very busy moving new furniture as well as tons of other things and it was easy for me to just transfer any money I may have needed from my business account for expenses for the time being to my personal and use my personal debit card to gain access until I had the time to go into a branch and change my address and get my actual business debit card from them, this was working out fantastic for 3 weeks or so where I had zero issues whatsoever, sometime last week not sure of exact date I suddenly had no access to my mobile app sayinf username and password was incorrect, I've had such issues when there's site maintenance before so I gave it a day until I realized my debit card was too locked thats when I made the phone call and discovered for some reason thats still unknown my accounts had been abruptly closed for " fraud suspicions '' and no further explanation whatsoever when there was infact no fraud it is still a new account whuch both of then had only had my funding deposits as well as the deposits from the sba for the advance and loan, besides that I understand banks can close at anytime for any reason without much explanation, the problem is not a single representative or department will provide the information about my funds which were everything I had to my name as I do not carry cash, and with my grant and loan funds setting locked up in a closed account I expected information on when the balance would either be refunded in a check via mail or if I could go to a branch and pick it up, however everytime I ask the question I am being transferred around with zero help at all and I urgently need a resolution as I would have never even applied for eidl had I not seriously needed financial help and after finally having a break 3 weeks later and that quickly disappeared as i no longer have access to the money thats clearly legitimate and mine.

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