Consumer complaint received 2020-06-15
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened a checking and savings account with SunTrust/Truist bank approximately 1 month ago after receiving an offer from them by mail. The offer stated if I open an account with them and schedule an automatic deposit of at least {$3000.00} per month they would reward me with {$400.00} after being with them for 3 months. We previously banked with XXXX XXXX XXXX but since moving to NC we found that we wanted a bank that had more branch locations. Upon opening the checking I auto deposited {$1000.00} from my XXXX account to Suntrust. This deposit was then followed by my paycheck of over {$2900.00}. The following week I opened a saving account with SunTrust and deposited {$5000.00} through an auto deposit from my XXXX account. Again we were switching all of our banking over to SunTrust. We have never received any notifications, alerts or feedback that any of this activity was suspicious. 
On XX/XX/2020 Suntrust received another auto deposit of my paycheck in the amount of {$3200.00}. I attempted to log into my Suntrust account to reconcile my checking and was greeted by an alert stating my online account has been restricted and that I need to call customer service. I did this and was told my account was closed. The customer service rep told me that he could not tell me why and I would get a letter. We could not have access to our funds and we would eventually get a check in the mail. I was get 2 other phone numbers in which we frantically called. After calling SunTrust multiple times, speaking to no less than 6 representatives and visiting the local account branch no one can tell us why the  account is on hold, under review and will be closed. The reps said either they do not have access to the information or they can not give it to me over the phone. Suntrust also refused to connect me with the department that made this decision. I was finally able to speak to a supervisor who told me I can not withdraw my funds and must wait for their review to be finished. They would send me a letter explaining their action. This supervisor also said during this call that the review will decide if my money was obtained from legal sources. They refused to give us anything in writing stating any of these actions. SunTrust/Truist is acting as the police, prosecutor, judge and jury at this point and we are being told we have no recourse and must just wait. They have all of our money, everything! We can not pay our mortgage, buy food or pay our utilities because they have everything. 
I am requesting assistance in expediting the return of my account balances so that we can afford to live. I am also requesting that your office look into Truist/Suntrusts practices because after my experience I found many complaints listed online, including SunTrusts own XXXX page that mirror the issue I am having. I have filed complaints with the Federal Reserve, XXXX XXXX XXXX, the NC Attorney General and now your office. I do not know where else to turn and we have no money. We are hardworking, law abiding, tax paying citizens who should not be accused of fraud. I am hope that requesting action through your office and the organizations that I can get resolution and someone can investigate Truist/SunTrusts unsavory practices.

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