Consumer complaint received 2021-05-11
Company: TRUIST FINANCIAL CORPORATION
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Suntrust Online XXXX XXXX XXXX XXXX XXXX TN XXXX XX/XX/2021 Re : Events leading to Missing Funds Account # Suntrust Bank In early XXXX I deposited a cheque from Suntrust to my XXXX  XXXX XXXX in XXXX. This cheque was rejected by Suntrust for some unknown reason? No attempt was made to contact me by email or text to alert me that a suspicious cheque had been received. I became uncomfortable with the fact that my funds might be at risk if left with Suntrust. XX/XX/XXXX, I called Suntrust and asked to close my account, send the balance, by XXXX at my expense, to myself in XXXX at XXXX XXXX XXXX # XXXX XXXX XXXX XXXX. 
The agent said ok and took my information. I asked her to repeat the address or I could email the address to make sure it was correct. She answered no need I have it? 


Two weeks later I called Suntrust to see where this cheque was. The agent said the account was closed on XX/XX/2021 and a cheque had been sent regular mail and it would take at least 10 days. She asked that I wait a few more days. Called again at 3 weeks and the agent said part of the address was missing but would not say which part. I asked how a cheque of this size could be mailed with an incomplete address? Reply, not sure in a confusing tone? I asked that the bank put an immediate cancellation on this cheque and issue a new one to the right address. She replied we would need the original cheque back before they take any action. I asked how I was to return a cheque that was lost in the mail? And if I had it why would it need to be returned, I could just deposit?? She then said she would put in the request. 
Called again at 4 weeks, same response except this time the agent was not sure that the said cheque had ever been mailed? Again I asked that this cheque be cancelled and the funds returned to my account. She replied that the account had been closed and that they could not reactivate from internal that the local branch on XXXX XXXX in XXXX XXXX would have to do it? I tried calling the branch at XXXX numbers. One I got a message that the branch was closed and the other said leave a message. Week 5 and none has got back to me from any of these contacts? 
XX/XX/XXXX called, asked for a supervisor who checked with the internal department and said I would need to complete the attached letter and request the funds again? 
Called XX/XX/XXXX, agent Patience, spoke to internal again and they were to put a stop on the original cheque and issue a new cheque. I was to call back on Friday. 
XXXX XXXX spoke with XXXX who stated that they needed a few more days before they could investigate and respond. 
XX/XX/XXXX Each call takes 15 to 30 minutes by the time I answer all security questions and wait 5 to 10 mins between agents. These are international calls and very expensive. 
Spoke to the agent and asked to be transferred to Patience, the last supervisor to look at my case. She would not take the call, however said that I would now have to provide a signed letter of Indemnity. This letter would be mailed to me regular mail. I replied, just email the form and I can mail it back? Agent, we cant do that. OK then send it to me by courier, Agent sorry we cant do that. ME, so your going to send this form by mail, like you did with my cheque weeks ago. Like my cheque, this letter may or may not be mailed causing another month delay? It looks to me like you are using every possible tactic to delay sending my money or you are simply trying to steal it? Agent, no we wouldnt do that. 
I asked for the contact info for head office and their legal department. Reply, we cant give those out. I asked to speak to someone in upper management? I was patched through to XXXX XXXX who claimed to be a manager? I expressed my discontent with their tactics and stated that it was absurd, in this age of technology, to have to mail a blank form and further hijack a clients account in this manner. We are RVers on a cross country trip and forced to stay put waiting for a letter that may or may not even have been mailed. This cost us an extra {$600.00} in fees last month. I stated again that I was lied to from the very beginning so I am very suspicious of what anyone from Suntrust suggests at this time. The manager XXXX said he could arrange for a call from head office, now I have to stay by my phone waiting for a call that may never occur. The very fact that they are requesting an Indemnity letter is, in itself, an admission of guilt or wrong doing.

So far not one agent has mentioned a reference code for this issue, not one has provided the same answer, not one has mentioned notes on file about prior contact and each time the matter gets referred to some internal department. 
My conclusions so far is that Suntrust either is deliberately trying to delay my funds or simply keep my money? The only other explanation is that the agents are deliberately messing with this transaction or this bank is just that incompetent? My account was closed based on a phone call, now a phone call is not acceptable to reverse this transaction or come to some means of returning the funds taken from me 5 weeks past. 


Your cooperation in resolving this issue as soon as possible would be much appreciated.

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