Consumer complaint received 2022-06-09
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:
To whom it may concern, XX/XX/2022 Good evening, sir or madam from the consumer financial protection office. I am writing to you through this letter because I want to formally complain to the bank with which I have been associated for 5 years, first as Suntrust bank and now as Truist bank. The reason is the following ; Since XX/XX/2022, I deposited a check for the amount of {$10000.00}. and they still do not reflect that money to withdraw, they only gave me {$100.00}. In other words, they put {$10000.00}. on hold. 
The situation is the follows : I requested a personal loan with a guarantee from a finance company called XXXX for the amount of {$10000.00}. and they approved it. Previously I had already lent with the same financial company and I always request it by check. But now the amount I lent was larger than the previous ones, since the others were not with guarantees, they were only personal loans of {$5000.00}. up to {$6000.00}. 
I always deposited them at Truist Bank but they had never taken this long. What took maybe 3 to 5 business days. However, this time they took longer, and they don't want to help me. I called customer service 4 times and I explained to them the situation that was happening since I did not have money to pay my bills. One of them told me that she would put a note so that the first agent who arrived at a branch could notice it since it is not the first time that they put me on hold. And after processing it the next day I could withdraw my money, but it was not like that. The second told me that they couldn't do anything that those who work inside the banks are the ones who remove and put the hold and if they did not do it, I should ask to speak with a manager or supervisor. 
In addition, that money is not only mine, it also my parents depend on it to pay their bills, rent, electricity, telephone, food, gasoline, university, we needed money because we were going to send boxes to our country of origin and we depended on that money. The only thing I had in my account was only {$2.00} at the time. I went on Tuesday XX/XX/XXXX to see if they could make an exception to one of the bank branches specifically the Truist bank which is located at XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX. It was not open yet, a bank that opens at XXXX XXXX not like the majority that there will be at XXXX. When they opened I talked to a banker whose name is XXXX. She told me the following : " I can't do anything, it's too early, it doesn't show up in the system since we don't work on weekends, therefore Monday was holidays and we don't work either, so from today on, the business day is counted. '' I explained that I had no money to pay my bills, as I could see in the system, I only had the {$2.00} that would give me at least {$2000.00}. or {$5000.00}. She told me that she couldn't, I explained to her what costumer service told me on the phone. She told me that she was unaware that they could remove and add the hold. I asked to speak to a manager or supervisor and she told me ; There is no manager or supervisor since the manager is the same supervisor and the person as such was off all week Therefore, in that bank they did not have anyone in charge or they did not want to put someone who was a responsible in charge. While she kept repeating the same thing to me, I got up because I didn't want to listen to the same thing anymore, plus they couldn't help me so I let them know. I told them that other banks do open on weekends. I left upset because they didn't help me and seeing the freshness with which they said things. I went to another bank where they treated me well, the banker who attends there was very kind, he explained me better than the banker from the other bank and tried to help me but he couldn't. I also requested to speak to the manager but he was also off. But they told me that my check would be processed and that the total amount would be reflected the next day. To my surprise it was not. On the contrary, they left me on hold until XX/XX/XXXX and on Thursday, XX/XX/XXXX, my money would be ready to be able to withdraw it. 
However the bills had to be paid. My father had to lend XXXX dollars for me to be able to put gas in my car on XX/XX/XXXX because I had to travel to the university and leave the boxes until XXXX and I had no money. On Wednesday, XX/XX/XXXX, we had to pawn my father 's trumpet under the name of my mother. In order to pay the bills from other banks, my health insurance, rent, food, and again gasoline because I had to travel to university and with what I had traveled the day before, I had run out of gasoline. Also, it can't afford to pay the rent. In addition, the trumpet is my father 's work instrument because he is a musician. We had to do all this because of the bank 's delay, now we have to pay the interest for the trumpet loan. Thing that was not necessary because I know that the check has funds. 
We were able to solve but at the same time not. Then, the rent is charging us the late fee also for the same bank delay. In addition, the electricity was charged on XX/XX/XXXX and I only had {$1.00} in my truist bank account, they paid that Bill but I have negative numbers and the bank overdrafts me when I can not pay and they charged me {$36.00}. more since I don't have to pay yet, I haven't started working. All this was totally unnecessary because if they didn't take so long this wouldn't have happened. 
Truist sent me a letter telling me that they were sorry for the delay that if that had consequences of something being charged to my account and they put the overdraft for not paying. They would remove that and give me a refund for the damages caused by tte delay check. If the check has the funds, but if it has funds. I went to the bank again, the same banker attended me again, I told her we had already spoken before and they told me " I know you, you were mad to me last time! '' Now I ask, for telling the truth and for wanting to know information about my own money, it is being bad, so I don't know what world we are living in. So I told her yes, you sent me this as a truist and I showed her the letter, I looked at it, she read it and told me ; " WHAT DO YOU WANT ME TO DO! '' Later she told me that the money is not ready until XX/XX/XXXX and that she could not help me. So I told her, if you can read below it says that you have to reimburse me for the chargers that they made me for the delay that they themselves have caused, she told me YES! and I can't help you because it still doesn't come out in the system, we'll see that the day your money comes out less, I can't help you, but the negative numbers already came out in the system, he told me " WHAT DO YOU WANT ME TO DO IF IT DOESN'T COME OUT IN THE SYSTEM! but she with a contemptuous tone she told me. 
To which I told her- Then I will come when my money comes out but you are going to pay for all the late fees that I have had for your delay. She replied, NO! we will see what we are going to pay or not! because here I do not see any delay. That is to say, that for the late fee that the rent is charging us they will not pay it, the interest for pawning the trumpet will not be paid either, I do not know if they will also pay for the electricity seeing how they act only for their benefit. If she did not see a delay payments is because of what we have done, even the impossible to pay the debts and the one that was there in negative numbers is the electricity even so she can not see it. 
She also told me that since I had a student account that the term for that account was going to expire_ I told her, I'm XXXX XXXX XXXX but don't worry about that because I'll close the account, she told me OKAY!. Before I left I told her that if the manager was there to talk to him now, she said that he wasn't there because he was at Lunch. I started laughing because it's crazy how they treat customers and I started like that so as not to get angry because they don't solve anything. I have proof of everything I say, I hope you can do something. I appreciate your time for reading my problem which is happening with my family. I hope that you can help me. 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