Consumer complaint received 2016-02-16
Company: SUNTRUST BANKS, INC.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Since XX/XX/XXXX, I am XXXX. XXXX ) In XX/XX/XXXX we became a XXXX XXXX with 31 years of no blemishes, a flawless organization with our banks, IRS and other community organizations. On XXXX/XXXX/XXXX, I did something I had done since banking, my husband asked me to deposit his {$30000.00} retirement check into the above organization 's Suntrust account since XXXX % of the money would be used for the ministry. He has always been a major contributor to the organization. Making deposits into the business account from my husband had never been a problem in the past ; therefore, we did n't think anything about making the deposit. .We had never deposited such a large amount but it never occurred to us that the amount made a difference until the bank 's representative told me the amount was too much for us. We also received a letter ( see attached ) from Suntrust stating the amount was too much. I was always told that you could deposit a personal account into a business account but not a business into a personal. The next day I called the bank to see why it had not been posted, a customer service called to verify the check and told me it had cleared and would be available within 15 min. ( See the attached withdrawal and deposit into XXXX ) In between the time I made the next call, we got rid of the old beds ready to go and get new beds for our youth. After the funds were unavailable within one hour, I called back and was told I had committed fraud, my account would be closed out and they would see to it that I would never have another business account. I repeated my relationship with XXXX and the lady on the phone became even nastier. I was in pain, confused and floored. We had given away the beds and I needed medical attention. The more I explained it was my husband 's check and the urgency of the check, the angrier the lady got. By this time I was suffering with severe pain and furious to what she was saying. She said a certified check would be released in 16 days or however long the investigator wanted to release it. I asked if he could come and show ID the next day to pick up his check. She said NO. I could not believe what she was saying. Again, the more I explained the urgency of the check, the more she became nasty saying it would be released when they saw fit. My husband and I went in to speak with XXXX XXXX, VP at XXXX XXXX XXXX to show his ID and correct any misunderstanding. After making a call, she looked at us and said it was out of her hands. I had been in to speak with her on several occasions ; therefore, we knew it would be settled. I called XXXX XXXX XXXX from the executive office. He seemed to be very concerned until he made a call. He called me back and told me there would be no Certified Check given to my husband and he will not be able to pick it up. He was very cold when he told me that they did n't know when the check would be released, it could be up to two months. When my husband called, XXXX XXXX refused to speak with him. XXXX XXXX told him, he could not speak to him because his name was not on the account. After many telephone calls, I begged and pleaded for him to release the check. XXXX . XXXX seemed to toil with our need. Our situation became XXXX and a joke to him and we knew that he was going to make sure we would not get the check for XXXX. Each time, he came up with a new reason why he could not get the check released. XXXX XXXX told me he was holding the check and until after he was able to force close my account out. stating the account was closed ) He could not close the account until he made sure that no checks came in on the fraudulent account. If any checks or withdrawals came in, they were going to take XXXX 's fraudulent check to pay them.

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