Consumer complaint received 2022-01-11
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:
I am filling another complaint since the first complaint I filled still has not been resolved. The information that was requested has been floating around the delivery area since the XXXX of XXXX, and it was finally picked up today on the XXXX of XXXX. I didn't want to close the first complaint but wasn't given a choice. So I am opening up another complaint against Suntrust. 

Since XX/XX/XXXX, SunTrust has refused to return my $ XXXX deposit, SunTrust advocates and caseworkers have failed to return phone calls or emails ; the staff at the branch refused to provide any information telling me, Weve been told not to talk to you. Then after I filed a complaint, I got a response that, in essence, accused me of fraud. I am a XXXX and do not appreciate being treated like a criminal. If I needed my money to live on, I would have every XXXX XXXXdvocacy group and XXXX advocacy working on this. I have seriously considered going to the XXXX XXXX XXXX on your side advocate to help me, but SunTrust has already stolen my money and too much time. I want this to be over, and I want my money. 

XXXXeres what happened In XX/XX/XXXX, I opened a new account at Chase Bank on XXXX XXXX XXXX in XXXX. I deposited {$4500.00} in cash on XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, I withdrew those funds deciding to choose SunTrust on XXXX XXXX in XXXX, much closer to my home and on the way home from work. 

I received a XXXX XXXX  number XXXX for the funds. 

On XX/XX/XXXX, I tried to open an account, asking a friend to be on the account. Her credit report was locked, so we had to return to finalize the account the next day. The banker we XXXX is named XXXX XXXX. While it took me 15 minutes to open an account with XXXX, my friend and I sat and listened to XXXX babble and try to upsell me for 90 minutes. We almost didnt return Friday, XX/XX/XXXX, because it was such a bad experience. When we returned, we told him XXXX minutes. It took him nearly an hour. 

As a side note, I have visited the branch and XXXX several times. He now claims not to remember me. If this situation with SunTrust were not so infuriating, it would be laughable. 

The receipt from SunTrust is stamped at XXXX pm XX/XX/XXXX. It included the Cashiers Check and $ XXXX in cash. In a letter dated the same day, I noticed that the Cashiers Check was put on hold. 

The XXXX bank statement showed a {$2000.00} withdrawal. 

The XXXX bank statement charged me for checks that I could not use and didnt want that XXXX XXXX I had to have. {$17.00} for checks. The account was closed by Suntrust before I even received the checks. Another act of thievery by SunTrust. 

On XX/XX/XXXX, I received a call from XXXX XXXX with Client Advocacy, who told me XXXX XXXX was the Case XXXX. 

On XX/XX/XXXX, XXXX, the banker who doesnt remember me, called to see How I was doing. I wasnt happy about the situation. 

On XX/XX/XXXX, I received a letter from XXXX, who wrote that she had tried to call me several times but was unsuccessful. This is a lie. I have documented every call with SunTrust and its representatives. She could have left a voice message, the call from XXXX was a voice message. I left a voice message with each call. I have never spoken to her because she never called and never returned any of my many calls. 

XX/XX/XXXX XXXX pm XX/XX/XXXX pm XX/XX/XXXX am XX/XX/XXXX XXXX am XX/XX/XXXX pm XX/XX/XXXX XXXX am XX/XX/XXXX pm XX/XX/XXXX am XX/XX/XXXX am XX/XX/XXXX am I called XXXX XXXX on XX/XX/XXXX at XXXX am and XX/XX/XXXX at XXXX am On XX/XX/XXXX, I filed a complaint with the Consumer Financial Protection Bureau. However, I considered calling XXXX XXXX so that she could use this as an example in speeches, newsletters, and other communication. 

On XX/XX/XXXX, I received an email from XXXX XXXX saying that the XXXX XXXX team was working on it. SunTrust is now Truist. 

In between, SunTrust/Truist has had me and XXXX jump through hoops producing document after document demonstrating that the Cashiers Check was real and came from XXXX. 

XXXX bankers think SunTrust/Truist is ridiculous. The XXXX branch XXXX said that shed never seen anything like this. 

I have made too many trips to the XXXX branch and to XXXX to XXXX various proofs that the check was issued to me and was mine. 

We are into XXXX, and I still dont have my money ; I dont have a reasonable response. I cant get any response from SunTrust/Truist XXXXxcept more veiled, unproven accusations impugning my character. Ive had enough. I want my money, or I XXXX have to seek legal counsel. 

I have enclosed all documentation that was requested, along with a receipt from XXXX when I closed the account and received the Cashiers Check, additional proof the check was valid at the time it was deposited into my Suntrust Account. 

Additional Information after package was mailed. 

The documentation that was requested and sent to the XXXX XXXX XXXX XXXX, Virginia ( after getting address to send documentation from XXXX XXXX ) was mailed on the XXXX of XX/XX/XXXX, finally arriving in XXXX Virginia on the XXXX of XXXX, and was finally picked up at the XXXX XXXX XXXX the XXXX of XX/XX/XXXX. 

On the XXXX of XX/XX/XXXX I received a call from XXXX XXXX, Client Advocancy telling me for the second time that XXXX XXXX had been assigned as Case XXXX. 
Voice Mail from XXXX. Tried calling XXXX XXXX and XXXX XXXX, but only voice mail. 

This started on the XXXX of XX/XX/XXXX and it is now the XXXX of XX/XX/XXXX and this has still not been resolved. You have all requested documentation and I still get no response from SunTrust, just more delaying and holding my money.

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 non-monetary relief