Consumer complaint received 2022-07-20
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 was banking with suntrust for XXXX XXXX years personal and business accounts had a wonderful relationship with the vice president of the branch. I have never had an issue. Then suntrust Announced they were merging and becoming truist bank. And that's when I started noticing a problem. I noticed that I was getting more Overdraft and NSF fees. I was a little concerned But then life gets busy and outside our mind. And then the nightmare began for 3 weeks. 

On XX/XX/2022, I was taken and employee to get lunch and to get his daily earnings when I pulled up To the fast food drive-through I started logging in to my online banking, I tried roughly about XXXX XXXX log in but it kept telling me password And username Not correct. Getting a little aggravated I pulled up to the pay window and that's when I handed her my 1st debit card it declined it declined I knew immediately something was wrong because my cards don't decline they go to overdraft. Then I handed her the 2nd debit card from my business account. That 1 declined even more frustrated I handed her the last debit card and that was a business account That 1 declined as well. Really embarrassed and feeling like a fool XXXX I drove off I drove off and went to an ATM machine to check the balance on pick the balance on my cards. The ATM machine declined my card I did not try all 3 cards because at this time I already knew better I knew something was wrong. Unfortunately it was after hours so my go to banker was at home.. So I called customer service Customer service could not give me any information as to why my accounts all of them 2 business accounts one personal and 1 savings account were all frozen.. So I demanded to speak with a supervisor or a manager. Manager was really Snotty Pretty much told me that the bank is ending their relationship with me and Is there's really no reason why. But then she transferred me to the check fraud department. I was thinking maybe someone attacked my account online and they temporarily shut them down for my protection. Come to find out that was not the case. They had brought to my attention. Keep in mind this is XX/XX/XXXX, They told me a check back in XXXX Was presented to the bank by me and it came back as as NSF from my customer 's bank said there wasn't enough funds in her account to pay. So I contacted that customer and she wrote me another check for the same amount and that cleared the bank and it was paid. 

So apparently the freeze I'm thinking it's over it's the customer 's NSF check I spoke with 2 other agents Everyone that I'd spoke to could not give me a reason why the accounts were frozen. It is Friday night now I am stuck waiting till Monday morning no money because I do not keep money in the mattress. I have no gas in my vehicles and I'm moving out of my old house into a new house. And that has a time limit. 

Monday morning thank God I contacted my banker And expressed my concern and told her what was going on and I'm confused why they will not give me any information. She insures me everything is going to be fine I'll get this figured out It's Monday the XXXX. I didn't hear back from her. That day so I contacted her on the XXXX She told me she was a little confused herself and didn't make any sense, A couple of her colleagues at the customer service center. Told her, I can't give you any information. OK now she's in gear she's really concerned. And so am I. 

Go back to the movie for a second. On XX/XX/XXXX I was moving my stuff to my new house. Also talking back-and-forth with customer service at the bank trying to figure out when they're releasing my money told them it's very important that they do so. Because I have a ACH going through thru to my new landlord for {$3300.00}. For the deposit and XXXX months rent. Move in date is on the XXXX so I have to be out of my old place on the XXXX. Now I'm getting even more worried because I have no money I have no gas and now I'm concerned about this payment to the new place being secure. So I'm still talking to the bank trying to figure out when they're releasing it they're saying the soonest would be Friday But possibly it can be released today. That sounds like really good news to me I feel a little better about having a place to live now. They told me by XXXX o'clock my account might be open. 

So while I'm waiting I contact the new landlord because Lord because I wanted to make sure that that the rent and deposit was intranced still still because over the weekend he said he was able to see it. So that's a relief so he can see the funds coming through. So it's still the XXXX and 90 % of my stuff is in the new house and 10 % in the old house. Of which I have to be out on the XXXX So XXXX o'clock game and my accounts were still frozen. Nothing I can do but just wait till the morning of the XXXX. So the evening of the XXXX I get an email from the new landlord that says payment was not approved. Then I get a text from the owner and from the property manager that that my code to access the new house has been terminated and terminated and I will not get a new access code until the funds are available in his account. Keep in mind 90 % of my stuff is in the house and I can not access it and I have to be out have to be out of the old house now. So if the bank does not unfreeze my money I'm gon na be homeless they will not let me in. The evening of the XXXX was a long evening. 

It is now the morning of the XXXX of XXXX I'm waiting for the bank to open I go in to see my banker pretty much with tears in my eyes expressing to her my concern that I might be on the street. Because my ACH for the deposit and rent a rent disappeared from the landlords account he did not receive the funds and is XXXX XXXX and they locked me out. This whole time I might be living on the street astray I'm losing work come customers I'm turning away because I don't have gasoline to get to them partner partners that I have are canceling They're partnership with me because I do not have payment and they can not. Bill my account because there's no money in there. 

So I'm in the bank freaking out again the banker still confused at a loss for words has no answer for me. She did put her neck on the line and unblocked my account. Gave me a cashier 's check for {$3300.00} for the rent and deposit thank God the landlord was a member of the bank we were able to deposit that directly into his account. After that was done she had to block my account again I. I still can't get any money. The problem is I run a small handyman business my money needs to come in daily to take care of bills that are going out every month the minute I fall short of work my. I've not been working since the XXXX so my account has been dwindling away With other bills coming through and I'm not able to put money in. I can't even go to my customer 's house because I have no gas. 

My landlord the owner of the house was actually my customer this transaction this transaction that went sour destroyed my relationship with him he will not contact me and hes not paying me not paying me for jobs I've already completed because apparently he thought I was out to XXXX him over. I've lost a lot in 3 almost 3 weeks.. Thank God for my banker so now here 's here 's where it gets funny I get a letter in the mail from the bank letter says we have the right to refuse service We are terminating our relationship with you you will no longer be a customer still the accounts are frozen I still can't get any money. My banker is still trying to figure this out everyone keeps giving her the same answer can't tell you. Well I have my place thank God I'm not homeless I'm still losing business and It's another weekend of no money and sitting at home because I have no gas to go anywhere. Monday morning XX/XX/XXXX. I check my accounts and they're still frozen so. I'm going to see my banker and She's telling me that I'm probably gon na have to go to another bank. We both did not want this she was been fighting really hard because she wants to keep me as a customer Because we have a strong business relationship. 

So nothing yet she tells me to call her tomorrow XX/XX/XXXX. She is writing a customer complaint to the bank. On my behalf. She went through something like XXXX college all of them saying not sure. She is so confused and Is going insane. 
We're getting ready to close the accounts permanently. And find out why I can't have my money. She opens up my account information and every one of my accounts is XXXX frozen and back open. I'm like wow I don't understand I thought the bank was terminating the relationship with me why are all my accounts open, She's not sure. So we're setting there something needs to be done about these accounts and. I need to open up a new one. She says let 's open you a new checking account and use the XXXX. Then she tells me it's gon na be a {$100.00} to open the account when you account and that's when we both look at each other with that look. Yeah I got that I'm broke. So she waves the {$100.00} fee and she opens me a new business account. 

So let 's recap on the XXXX XXXX 's on it grows all of my accounts to call my money took all of my money and did not give it to me. I was Almost Homeless now I have to find a new bankBecause they don't want me as a customer. But it's now XX/XX/XXXX and all of my Accounts are back open and they're giving me a free checking account and I'm Is holding a letter from corporate that says I XXXX and they don't want to be my friend anymore She went through roughly XXXX Colleagues of hers And they all tell it the same thing we don't have any. 

It is now XX/XX/XXXX and I understand it someday but still no response from the complaint that the banker sent on my behalf explain explaining to me why why they took and held my money. For no reason. I've never done this bank any harm. I've been a good customer for XXXX and a XXXX years I don't even have one bounced check with them. I Have been scared I was losing my business I was frightened that I was gon na be homeless. Is begging them and they still would not budge. Everyone 's answer I can't give you any information and they were not able to send me to talk to anyone either. If it wasn't for my banker. I would probably be still fighting to get my money on froze. What I think happened is the bank really screwed up and after my banker went through XXXX colleagues they've colleagues they finally said we need to shut her up and reopen the accounts because she's getting too nosy. I think they did that as a way to shut her down. I was starving because I don't take food in the house I usually go out to eat. I couldn't go out I couldn't go to my customers because I didn't have gas. my phone company even Suspended my service of which I have Internet with so I'm sitting there staring at the walls with nothing to do wondering wondering why I'm being Punished.. The Complain letter she had mentioned I'm going to be taken this to the news and I'm also seeking so seeking advice From attorney. What's funny as I spoke with an attorney and he told me you have a case a good one the problem is you and millions others out there don't have that kind of money To go up against the bank. So if you can help me find an attorney that would be great workout percentage. I demand some answers I wan na know why they did this yes I wan na know why it was OK for them to be above the law and control my life the way they did and Make me helpless. There's only a couple situations where a bank can freeze your account if the bank has suspicion that you're laundry money money or if if your account is so overdrawn. The bank has no right to freeze my account because of a customer who gives me a check that has no money on her account what does that have to do with my account. I didn't write the bad check How do I know she don't have enough money. Really funny story about this customer though she felt really bad because of what's going on so Tuesday the XXXX of XXXX she told me to come over to the house she she made me a sandwich Gave me a thing of potato chips and a Pepsi and {$200.00} for fuel. I still can't pay any of my bills because I'm still trying to recover. I'm so sorry that this was long. I would really like for the bank to compensate me for what I have lost And tell me why they broke my accounts and not make up something. 


I hope this made sense I'm tired

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 monetary relief