Consumer complaint received 2016-09-12
Company: SUNTRUST BANKS, INC.
State: VA
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, 2016, I visited the XXXX XXXX branch of SunTrust at XXXX I presented a Withdrawal Form to withdraw funds from my account which had been electronically posted by my new employer. My initial interaction with the teller made me feel racially profiled and discriminated against. When she realized that I wanted to withdraw {$5600.00}, she asked if I made a mistake and meant to ask for {$560.00}. After I verified the amount, she informed me that she did not have " that kind of money '' and called the manager. Branch Manager, XXXX XXXX XXXX, looked at my XXXX driver 's license and told me that she was not going to give me money out of my account because my GA driver 's license did not match the ID on my account when it was opened in XXXX. I explained to XXXX XXXX that I had moved to XXXX after college and was in the process of relocating to XXXX for my new job. She told me to go to the DMV to get a XXXX driver 's license and come back the next morning. I offered my Social Security card and my Birth Certificate to prove my identity. However, XXXX XXXX was unwilling to accept additional identification. As a result, I called my aunt, XXXX XXXX, who works in SunTrust Corporate Compliance for her advice. My aunt called XXXX XXXX to try to help resolve the situation. XXXX XXXX was unreasonable and kept repeating that she could not give me money from my account because my ID did n't match what was on file. She told my aunt that the funds were in the account and the only issue she had was identifying me. XXXX XXXX finally agreed to reconsider my birth certificate as a second form of ID. She called me into her office where she continued to treat me unfairly by questioning what I planned to do with my money, why I sent money to my aunt, and prying into all of my personal business. She called the Help Desk and asked about a policy that supported her in denying me my money. The Help Desk told her that she had the authority to do what she felt was appropriate. They suggested that she called the Fraud Unit which made me feel like a criminal. XXXX XXXX placed a call to the XXXX XXXX while I was still sitting in her office. They threatened to freeze my account after asking personal questions that were none of their business. I believe XXXX XXXX abused her authority as a manager and discriminated against me because I was a young XXXX male with a lot of money in my account. She made me show my offer letter to prove my signing bonus. I also had to give my credit card, Social Security Card and Birth Certificate along with my Driver 's license. After she made me itemize what I was going to do with the money, she decided that she was only going to give me {$5100.00} of the {$5600.00} that I requested. I was at the branch for over 2 hours trying to get my money. I explained to XXXX XXXX that I had an appointment to pay a deposit on my apartment and she told me to call the apartment office to tell them that I was tied up at the bank. No customer should have been treated like I was. A simple trip to the bank ended up being over 2 hours because XXXX XXXX racially profiled me and assumed that I was trying to rip off the bank even though the money was deposited in my account electronically through direct deposit from my employer. I had conducted previous business at a branch in XXXX, XXXX that morning and the teller was very helpful and gave me instructions on what to do when I arrived in XXXX. I feel like I was violated by the manner in which XXXX XXXX interrogated me. She had no right to prevent me from withdrawing my money. I should not have to answer to a branch manager on why I wanted my money. The ID verification was not the problem. I had everything anyone would need to verify their identity. I was discriminated against because of my race and age and XXXX XXXX should be reprimanded.

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