Consumer complaint received 2022-04-07
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I was then very disappointed to hear the ( teller/manager/a SunTrust employee ) ask me " Where would someone like you get all that cash? '' I recognize that in today 's America, a young XXXX man with money is automatically assumed to be a criminal, but I thought that people would at least have the decency to keep that assumption to themselves. 

Still, I politely informed the ( teller/manager/a SunTrust employee ) of my multiple revenue streams, which caused her to raise her eyebrows, seemingly in disbelief. I left the branch not long after that. 

Approximately one week later, on XXXX _, XXXX  at :, I called SunTrust at XXXX to check the status of my account. The lady who answered explained that the sudden increase in deposit activity was the reason the account was locked. I asked her how one could even verify cash deposits without asking me for proof of my source of funds, but she said she could not tell me due to company policy. She told me that the verification would take 60-90 days. 

Ever impatient, I called again a week later. The representative said she would have to transfer me to another department, and after an extended silence, the call disconnected. 

I called many more times, always receiving the same response or being put on hold for hours. 

Even after the 90 days passed, I had not received an update on my case ( case number ___ ). SunTrust demonstrated little regard for their customer. 

On XXXX XXXX, XXXX  I tried to login to my account, hoping the account may have been silently unlocked. 

I was instead greeted with a notice that read " user inactive, please call XXXX ''. I immediately called, and the customer service representative asked me for my debit card number, which I provided. The customer service representative told me there was no record of my ever having been a customer with SunTrust! 

Then of XX/XX/XXXX, I recieved a letter from Truist ( apparently there was a merger/rebranding at SunTrust ) . This letter stated that I would receive a check within 15 business days. Well after 15 business days had elapsed, I received a check for XXXX cents. I can only assume that this was a reference to the XXXX XXXX symbol. ( XXXX is the XXXX  letter of the alphabet, and they use XXXX as a stand in for the phrase " XXXX  XXXX '' ) They also sent me a debit card ( I assume that this was meant as an additional act of mockery ) Without access to my funds, I was living off credit cards but also could not pay them. As such my credit card with XXXX XXXX became delinquent and was closed. My ____ credit score suffered.

The lack of funds also made it more difficult to fulfill client contracts resulting in loss of income in excess of {$10000.00}, not to mention the cumulative hours spent attempting to unlock the account.

All this made the holidays and caring for my ____ year-old son difficult. I couldn't afford to buy him any XXXX presents. I hope that this isn't the first one he remembers. My faith in banking institution was confirmed and met with newfound revulsion.

How could SunTrust not only lose record of my account but abscond with {$27000.00}? Is this mere incompetence by a clerk or institutional XXXX  by corporate thieves? 

If they have no record of my being a customer, then why am I receiving statements? If I'm not a customer, such emails are a violation of the Can-Spam Act and incur a {$16000.00} fine per offense, which would amount to __.

I demand SunTrust / CFPB / XXXX XXXX XXXX XXXX  investigate and expeditiously resolve the following : 1 ) Restore my {$27000.00} plus the Maryland legal interest rate of 6 % for _ months, totaling $ ___ plus {$10000.00} in damages.

2 ) Provide documentation elucidating SunTrust 's culpability in my delinquency with XXXX XXXX to assist in repairing my credit with XXXX, XXXX, and XXXX. 

Please mail a check made payable to __. Even if SunTrust can rectify this egregious offense, I would rather take my chances with the burglars. At least they have the decency to do it in one night, rather than dragging it out over the course of ____ months.

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