Consumer complaint received 2018-11-29
Company: SUNTRUST BANKS, INC.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I sent the email below with the appropriate documents attached to Suntrust board of directors and was contacted by a XXXX XXXX from Suntrust Bank who informed me I need a Hold Harmless Form from XXXX XXXX XXXX  that issued the cashier 's check. I went to XXXX XXXX XXXX and called XXXX XXXX while being assisted by XXXX XXXX and XXXX listened to XXXX say that a Hold Harmless form is needed from XXXX XXXX, XXXX XXXX told me to relay the information that XXXX XXXX no longer issue Hold Harmless forms for cashier 's check because they post the next business day of being deposited. But she provided me with proof of processing and clear front and back of the cashier 's check and an email stating XXXX XXXX policies as of XX/XX/XXXX no longer issuing Hold Harmless forms : ( this is the email ) My name is, I opened a checking account at Suntrust XXXX, GA location with the Assistant Vice President/ Senior Branch Manager/ Scenic Promenade XXXX XXXX XXXX with a cashier check in the account of {$24000.00} issued from XXXX XXXX XXXX  . ( see  attached documents ). On XX/XX/XXXX I received the welcoming email asking me to complete my online enrollment with a link. I clicked the link only to be told my information entered does not match information in Suntrust system ( see attached ). I went into the XXXX, GA location and XXXX XXXX Vice President XXXX XXXX assisted me with my online error, only to discover the Social Security number entered by XXXX XXXX XXXX was incorrect. XXXX XXXX corrected the error and I completed my online setup while I was there at the XXXX, GA branch. I left for vacation Sunday XX/XX/XXXX and on XX/XX/XXXX I tried to transfer funds to my husbands account who banks with Suntrust as well, in which the online kept giving me errors again. I called and was transferred to the fraud department and was told I need to come into the branch with my Social Security card and ID in which I would not be able to visit a branch until Monday XX/XX/XXXX upon return from my XXXX vacation. I gave my Social Security card and Passport to XXXX XXXX Personal banker who handed my credentials to XXXX XXXX XXXX, and XXXX said he would return after he make a copy and fax them to the Back Office. While waiting I was notified my father passed, and XXXX XXXX searched the internal system for a contact number for the back office to get clarity on the next steps in the process after faxing my credentials to Suntrusts Back office and XXXX XXXX kept saying there was no number or point of contact for Suntrusts back office. XXXX XXXX finally spoke to someone ( while I sat and waited in her office ) and told me to come back tomorrow because it takes 24 hours from the time of the fax. I returned Tuesday XX/XX/XXXX and XXXX XXXX called some number in which her colleague informed her my accounts was closed on XX/XX/XXXX, I was in the branch the day before why didn't anyone see the accounts closed then? And I will receive a check for all funds in 5 days, only to discover utilities paid with my account were returned unpaid. XXXX XXXX called the back office to try have the funds released to me ( {$1000.00} ) from my savings account so that I could get those utilities paid along with get to my father to begin his funeral arrangements. XXXX XXXX XXXX told me I would receive a check in 5 days for {$24000.00} from the Back office. I was not understanding what was happening and XXXX XXXX XXXX or XXXX XXXX could not explain what was going on in the back office.Only that I would receive a check by mail in 5 days. Tuesday XX/XX/XXXX I called customer service XXXX who transferred me to the fraud department and spoke with Supervisor Patience, who informed me that I never should have been told I would receive my check by mail in 5 days and that XXXX XXXX has placed a hold on the cashier 's check until XX/XX/XXXX, I went into XXXX XXXX XX/XX/XXXX and the Branch Manager looked into XXXX XXXX XXXX to trace cashier 's check issued to me, to see what was going on with the {$24000.00} cashiers check number XXXX and she gave me the printout that the check cleared XX/XX/XXXX at Suntrust Bank. I know I'm a small fry in you all world but I received these funds because of a settlement on XX/XX/XXXX and I don't have another income right now my husband has had a XXXX XXXX and we're really struggling, The mishandling of this situation has become too much for me, I have attached all of the proof of where the funds originated and receipts from XXXX XXXX and Suntrust I don't know what else to do at this point because another round of bills has hit us. Please, help me! I'm trying with everything in me not to become depressed trying to keep the household afloat. Thanks for all of your assistance in advance!

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