Consumer complaint received 2021-01-26
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX XX/XX/XXXX Acct XXXX - suntrust What has happened with the wire transfer that was accepted by SunTrust on XX/XX/XXXX from Ms XXXX XXXX.?? 
On XX/XX/XXXX, Ms. XXXX went IN person to her branch at XXXX XXXX XXXX ( XXXX ) & initiated a wire transfer to be sent to XXXX XXXX to the account ending in XXXX. SunTrust accepted the deposit & immediately froze the account. The funds were never made available & are still being help by SunTrust. After numerous phone calls to the Fraud dept. at SunTrust- which is located in the XXXX  - they keep stating an investigation was underway & I would hear from an agent. I never heard from an agent. They would not give me any information or release any funds to me during this time. the only info they gave me was there was a problem with the wire. All calls to them were on recorded lines- During our conversations- I instructed them to return the wire & in several conversations they did state that they would do that. The agent never stated any additional paperwork was needed from either Ms XXXX or me. That NEVER happened. The agent also stated I would NOT be getting a refund of any money from SunTrust that were in the accounts prior to the freezing of the accounts that SunTrust had the rights to keep all the funds in the account. Their agents berated me treating me as a criminal. After MONTHS of not being successful in getting resolution,. I was forced to file a claim with the CFPB to get this resolved. 
I received a letter from SunTrust in XX/XX/XXXX stating the accounts were being closed due to Fraud, To protect their client ( myself ) & the Bank. Tell me WHAT fraud has been committed on behalf of me or the bank. I had been a client in good standings for many years. All my transactions were done in person.

I even had a XXXX done on my information & I have a spotless record.. along with a perfect credit report. Thinking someone had done fraudulent acts under my name. Nothing showed up. 
Claim # XXXX-was filed. attached is the response still funds being held. not resolved Ms. XXXX answered the claim. Prior to this response I had had several phone conversations with MS XXXX. NEVER had she mentioned the hold harmless form was needed to get the money wired back to XXXX- ( XXXX XXXX XXXX  ). It was only after the claim was filed that this document needed came up. Again all my conversations with her were on a recorded line. The only resolution this 1st claim resolved was that the funds they had prior to the wire being in the account were going to be released to me. a few weeks later I did receive these funds- ( the same funds their XXXX agent said SunTrust had the rights to keep ). 
Claim XXXX 2nd claim - The response is attached- Ms XXXX stated the 2 banks would communicate to get this resolved. THIS NEVER HAPPENED. SunTrust did not try to get it resolved. In fact they wouldnt even respond to XXXX ( XXXX XXXX XXXX ) attempt to contact them. At this point I gave Ms XXXX all the copies of my correspondence with SunTrust & also copies of the complaints with the CFPB so she can bring them to her bank so they would know specificially what Suntrust was requiring so both Ms XXXX & myself can get this resolved. Attached are all the attempts Ms. XXXX has had to initiate to try & get a recall of the funds. After months of me trying to get resolution-Ms XXXX took the information to her bank & showed them the response from SunTrust in regards to the hold harmless they are requesting. Attached is the answer her bank had to that If they were to file that Hold Harmless- it would be fraudulent as Ms XXXX initiated the wire transfers in person. ( again what Fraud has been initiated ).

Ms XXXX made several attempts with XXXX & Also SunTrust & did not get any resolution. IN fact SunTrust stated the case was closed & the funds were no longer available. This was a statement they made to XXXX XXXX XXXX XXXX- ( attached is a copy of this letter to ms XXXX ). Where did the funds go. Ms XXXX reached out to me- asking if I had the funds. Which I answered NO, they have never contacted me again after XX/XX/XXXX. 
She had also contacted an attorney in regards to this matter & his response is in her paperwork - that Suntrust can not keep the funds. That once they accepted the wire they funds MUST be made available - this is an FDIC guidelines ( referring to FIDC correspondence dated XX/XX/XXXX XXXX that refers to the timing a wire can be available. Suntrust NEVER made the funds available- matter of fact- they are still holding it. 
All supporting documents are attached from myself & Ms XXXX in our Attempt to get resolution. Since SunTrust refuses to send the money to Ms XXXX ( SunTrust wanting her bank to commit fraud with a hold harmless ) & it is illegal for them to keep it & SunTrust accepted the wire .. leaves many unanswered questions.

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