Consumer complaint received 2020-07-15
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I XXXX XXXX is the current XXXX of XXXX XXXX XXXX a XXXX XXXX established in XXXX. On Saturday the XXXX of XXXX I deposited a credit card cash refund from XXXX store into Suntrust Atm at XXXX XXXX XXXX in XXXX, the ATM machine malfunctioned and withheld the money without receipt. I immediately reported to the teller at the drive thru window where he gave me a number to call the fraud department which I immediately called the same day, their agent finally got in touch with me on the XXXX of XXXX and promised to investigate. On the XXXX of XXXX they credited the {$800.00} back into the account ( see the attached appendix # 1 ). 

To my surprise Suntrust froze the account the next Monday on the XXXX of XXXX without notice. I immediately called my account officer Mr XXXX XXXX at XXXX the same day, and he told me there is nothing he can do. However he gave me a number XXXX XXXX  XXXX. The business care dept informed me that after they close out the account they will send out a formal letter. On the XXXX of XXXX, I received a formal letter of account closure, see the attached ( appendix # 2,3 and 4 ). I also received a letter on another one of our company XXXX XXXXXXXX XXXX with a certified letter containing a check in the amount of {$270.00} which I assume was a close out check see appendix ( # 5, 5.1 and 5.2 ).  On XX/XX/XXXX I made effort to speak to XXXX XXXX at around XXXX on the XXXX of XXXX she told me that I will get our company  check in the next 7day since I got the letter. I also called XXXX XXXX at the branch XXXX XXXX  the same day requesting to speak to the manager and the manager refused to speak to me. Appendix # 6 was received yesterday a close out statement with XXXX  account Balances, with attached digital check issued to XXXX XXXX   XXXX but no physical check included, also appendix # 7 and 7.1 is similar with XXXX   out balances and no physical checks, please see the attached appendix # 7 and 7.1. This made me to drive immediately to the local branch in XXXX XXXX in XXXX Georgia at around XXXX on Tuesday the XXXX of XXXX. The manger practically threatened me and told me not to come to the bank again. I went ahead to call their corporate number to get answer as to where our company money is I spoke to a lady called XXXX she said that I need to contact the issuing institutions that they have sent the money back to the issuing institutions, I then requested for a list of these issuing institution so as to contact them. She only offered to take my number and that some one will contact me. Till the writing of this letter no one has yet contacted me. And the worst is that non of these conversations are in writing they just makeup rules as they go, non were ever put in writing. 

Please not, a customers of ours who was unaware of the account closure, went to suntrust bank and deposited {$4500.00} for solar products Suntrust branch accepted the money but refused to credit my XXXX XXXX  account with the {$4500.00}. The customer threatened for me to supply the products which I did supply till now Suntrust can not account the whereabout of this money, see appendix # 8 and 8.1 attached. 

I NEED TO KNOW WHERE OUR COMPANY MONEY IS LODGED AT THIS MOMENT WHICH BANK IF ANY IS IN POSSESSION OF OUR MONEY. 

I like to express to you that this illegal act and tyrannical act by Suntrust Bank has put me and my family in serious financial distress. And has cause serious disruptions on our supply chain hence we can not pay our suppliers for goods manufactured and goods in transit can not be cleared. You immediate attention to this matter will be appreciated thanks

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