Consumer complaint received 2017-07-28
Company: SUNTRUST BANKS, INC.
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a checking and savings account with Suntrust on XXXX XXXX, XXXX XXXX Wednesday, XX/XX/XXXX, I made two mobile deposits to transfer money from my XXXX XXXX accounts to Suntrust. On Thursday, XX/XX/XXXX, I tried to log on and check on my direct deposit and got a message that the system was down. I called to see if they could check on it for me in the meantime and was told by customer service that my accounts were on hold. She said there was nothing I could do and that I had to wait 60 days for a decision to be mailed on me on what was going on with my accounts. I called the branch on XXXX XXXX XXXX in XXXX, TN and was told by the branch manager that I needed documentation that the checks cleared XXXX XXXX and that I needed to call the fraud department. He gave me the wrong number twice - an internal line that I was not allowed to call and the number to a golf course - and at no point did I get the correct number. When I called back the third time, he said there was a note on the accounts that said the accounts were being closed and that the checks were being sent back to XXXX XXXX XXXX and that my direct deposit and initial deposit were also being returned. On Tuesday, XX/XX/XXXX, I called XXXX XXXX, and they said the checks cleared and that Suntrust has my money and has n't tried to send the checks back. So I called Suntrust customer service and was told that my accounts were being closed and that I would get checks in the mail for the balances on my accounts. So I called XXXX XXXX back and closed the accounts I had with them. On Thursday, XX/XX/XXXX, I called Suntrust for a status update and was told to call back on Friday, because the accounts were due to be closed on Friday. On Friday, I called customer service and was told that I would n't be getting my money back because the checks that had already cleared XXXX XXXX were invalid. I went into the XXXX XXXX XXXX branch and was informed by a personal banker that a check had already been sent out from my savings account for {$1500.00} - which was the amount that was supposed to be in there. She said a check would be sent out from the checking account shortly for {$2100.00} - also the correct amount. On Thursday, XX/XX/XXXX, I called Suntrust for a status update and was told that my accounts were on hold and that Suntrust would be holding on to my money for a year. They told me the checks I deposited cleared but then XXXX XXXX asked for the checks to be returned. I went into the XXXX XXXX branch on XXXX XXXX XXXX and talked to a personal banker who called the back office. They informed me that XXXX XXXX has not tried to get the checks back - that the checks cleared on XX/XX/XXXX and Suntrust definitely has my money. The banker at XXXX XXXX then called the branch manager at Suntrust - the XXXX XXXX location. The manager offered no help, so the XXXX XXXX banker called Suntrust 's customer service and he told me that they told him to give me documentation and take it into the branch. He gave me documentation, and I take this to the XXXX XXXX XXXX location and the manager told me he could n't help me and then stared at me until I left. He did n't offer apologies or offer to do more, and at no point was I given the number to the fraud department by anyone or told why my accounts were closed. I get the number to the fraud department online and talk to someone who told me the accounts had n't been closed yet - that they were still on hold - and that I would hear back in 45 to 60 days. Since that was a story I had n't heard before, I called back Friday, XX/XX/XXXX, and was told that the accounts were closed on XX/XX/XXXXbecause the checks I deposited were not valid. She said that they would be holding on to my money for a year. I informed her that I had documentation that the checks were valid and cleared and asked if I could fax them in or get someone from the bank to fax them in, and she offered to put a note on the case asking the investigator to call me. No one tried to call me any point prior to this, so I have no confidence that this bank will do anything to help me get my money back. I also do n't trust them because I have been told several different things at this point. To date, the initial deposit has not been returned, nor has the direct deposit. I was told several times that there was nothing I could do. The last customer service rep was the only one to offer to do more than the bare minimum, and I have zero confidence that I will receive a phone call.

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