Consumer complaint received 2023-04-13
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
1. XXXX ( Father ) came to GA with me to check out the XXXX XXXX XXXX  and agreed to move my Mother here to a facility called the XXXX XXXX XXXXXXXX. He also agreed this would be his new home in the assisted living portion of the facility. 
2. He wired the funds for entry and first month to the facility {$10000.00} @ the XXXX of XXXX. 
3. I signed the contract per his request and wire transfer of the funds ; I received the funds got a cashiers check from my account and paid the facility signed the contract. 
4. 7-10 days later he decided he changed his mind. His physician still had not responded to the form noting need for guardianshipconservatorship of him. Keep in mind the contract was signed. 
5. I spoke with XXXX XXXX ( nursing home on XXXX XXXX in XXXX ), and they told me I was free to get my mother with Medical POA as she already had an accepting facility. 
6. My sister and I came and got her on the XXXX of XXXX and she now resides at the XXXX XXXX XXXX. This was with confirmation from his physician that he was in need of guardianship/conservatorship ( I mailed you the official document XXXX ). Apparently the decision was shortly after I sent the form back in late XXXX. The physicians office actually called my sister at her work in Florida for us to send a notary to notarize the guardianship/conservatorship form. 
7. My Father then decided to file a fraud against the transaction he wired to my account to pay for the XXXX XXXX XXXXXXXX. My accounts are all frozen until the investigation between my bank ( Truist ) and XXXX XXXX XXXX XXXX is complete. The holidays delayed that as he filed around the XXXX XXXX of XXXX. Of course the facility already has the funds from the transaction. As you can imagine that has really messed things up for me, and has prevented me from even receiving my funds from work as my account is frozen. I had to open a new account with a new institution. 

I took all supporting documents into my local Truist branch. The branch manager at XXXX XXXX XXXX, XXXXXXXX GA  XXXX ( XXXX ) XXXX scanned my documents of proof including XXXX XXXX of my father and invoice from the assisted living facility ( XXXX XXXX XXXX XXXXXXXX ). Truist has a copy of the cashier 's check made to the exact amount of the wire transfer for the care of the man that filed the false fraud claim ( my stepfather ) and my mother. Despite all efforts and over 100 days passing, my account is still frozen. I have called no fewer than 20 times since the account was frozen on XXXX XXXX XXXX They claim it is in the hands of their corporate fraud division and there is no contact number for them. They have sent no corespondence to me as to when there will be a resolution although they told me it would be unfrozen within 90 days from the customer service side. Truist is refusing to release my funds with NO explanation. It doesn't take 4 months to determine the truth and they refuse to update me or tell me when I can remove my funds and close my account.

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