Consumer complaint received 2020-11-05
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2020, Suntrust Bank closed our account without any notice which had {$5300.00} in it. After our card was declined, we immediately contacted customer service. We were told that a credit was done to my husbands debit card that seemed suspicious and this was the cause for them freezing our account. We were told we needed to wait 7-10 business days after our account officially closed. We were then told we would need to wait an additional 7-10 business days to receive a letter in the mail that would provide all of our transactions, along with a reason for closing the account after they completed the investigation. After waiting a month, I again contacted customer service to advise that we still had not received the letter. I was told that an email would be sent. One week later the email was provided. At no point in the statement did it show the credit they were referring to. When we contacted customer service again to discuss, they refused to provide any information. We advised that we were XXXX XXXX XXXX  and that the money in the account was saved for after the delivery of our son. We were told that they were not required to provide a date of when the funds would be released. When asked what we were supposed to do in the meantime, we were told by both the customer rep and manager that we should go apply for government assistance. They made it very clear that they were not going to help with the situation. At this point my husband and I were furious! We were almost at the end of our XXXX and had no way of providing for our XXXX child. This was now the end of XXXX/early XXXX and we decided to call customer service again. This time we were told that a male came into a Suntrust Branch ( they would not disclose where ) and attempted to deposit an unemployment check for someone else using our account. We were shocked! At no point did anyone state that our account was closed due to fraud. This entire time the blame was being placed on my husband. Due to the increased stress, I went into XXXX  XXXX  at XXXX weeks. I was diagnosed with XXXX XXXX XXXX due to stress, which then led to XXXX- XXXX. Prior to this situation, I had never had any issues during my XXXX. I ended up having a XXXX-XXXX  due to them not being unable to control my XXXX XXXX. After being discharged, 1 week later we then needed help to afford the medications I was put on. One prescription alone cost {$1000.00}. I was put on several medications. I continued with these meds for 2 months XXXX  due to stress. We almost lost housing due to this issue, as well as almost lost our cars. My husband had to return to work after XXXX weeks since we no longer had the money we had saved and rightfully entitled. In XX/XX/2020, I contacted the branch manager from Suntrust Bank in XXXX, GA that was referred to me. The branch manager was provided documentation that was sent to the fraud department. It has now been another 2 months and they still have not provided an answer. It has now been a total of 6 months since the commencement of this nightmare! There are still things we have not been able to purchase for our newborn due to this issue. We have expressed that at this point we no longer want to associate with Suntrust. We are asking to please have this issue resolved and our funds released. That money is something we worked hard for and earned. We sincerely appreciate your attention and urgency regarding this matter.

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