Consumer complaint received 2020-08-06
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Bank has flagged me for fraud and will not release my funds. Customer service is horrible. Never get a 'money account ' prepaid debit card with BB & T ! I have received several deposits over the last month related to delayed unemployment payments, after providing everything one can imagine possible to verify my identity and eligibility - birth certificate, SSA statements, drivers license, 1099 's, pictures of me holding these documents, and the whole system has been frustratingly backed up. Equally my parents and brother have had to do the same thing and as they are ( rightfully! )  suspicious of banks, used my prepaid money account details for their deposits, seemed harmless enough in today 's digital age of XXXX  and XXXX, etc ... Last week, my account was flagged for 'pfraud ' when I tried to make a cash withdrawal. That was cleared up the next day by my 'personal banker ' who was great ( since I was paying for a long delayed bachelor party for a best friend the evening prior, it was HIGHLY embarrassing to say the least. ) Then over the weekend my online access was seemingly terminated and I worked with a rep ( who was great ) and finally the access was restored Monday. Since I've been having these issues and am moving in the next couple of weeks and need a large amount of cash ( deposit = {$2200.00}, first/ last month rent {$4400.00}, pet deposits - 3 cats, 2 dogs = {$2500.00}, not to mention utility deposits and movers ... ), I have been taking money out daily. I drove two hours ( each way ) to the closest branch in XXXX, TX on Mondaythe XX/XX/XXXX and they were unable to assist me with getting a cashiers check and said the back office was closed. I'd called a banker in XXXX who never returned my call. When I called the 800 # on my card today, the rep told me that I ( the cardholder/ account owner ) am under investigation for fraud because of multiple employment deposits. This is a very serious accusation and I just want the money from my account so that I can get on with my life. I am not a criminal and expect to be treated like a customer that has had an ongoing banking relationship with BB & T. I  appreciate the initiative in protecting me and my account, but this is the opposite of that at this point. If someone could tell me what is going on or what I can provide, that would be something more substantial than - you're being investigated for fraud ... It is unbelievable! I have two XXXX XXXX, have had a highly successful career before the pandemic, two quarter million home loans paid in full, and am so insulted by the accusation and will let everyone I know on every medium possible far and wide to never use BB & T if this is not promptly resolved. There has never been ANY communication from BB & T on any of this over the past week or so and if you're going to do something or investigate me, just do it - I'm not some XXXX fraud ring, just a guy and family trying to get through this horrible nightmare of a pandemic we never asked for ... I want this resolved NOW and will continue to escalate and contact the media. BB & T is going to end up leaving me and my family homeless and hungry and I regret the day I ever opened the account. I expect to be able to access my funds for required expenses ASAP! Please resolve and I do appreciate your help, just not happy with the situation!

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