Consumer complaint received 2020-08-19
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 opened an account with SunTrust Bank on XX/XX/XXXX online through a promotional program that they were offering. I waited until XX/XX/XXXX to set up my online account and deposit two checks into the new checking and savings account totaling {$1300.00} and {$1200.00} respectively. After depositing the checks, I continued to check back over the next few days to see when it had cleared into my account. I see that it finally does and see that a hold has been put on the account. I think nothing of this. I check back a day or so later and my online access has been denied. I call with my account information and at this point I am informed that my accounts have been closed. I inquired about the funds and was told that I would receive a check in the mail. I called directly back to use the automated system to confirm the amount in my account and at this time it confirmed the original check amounts. 

XX/XX/XXXX. I finally receive the debit card in the mail and go to a branch and try to withdraw the funds that way at the XXXX, Georgia branch. I was informed there that I was not allowed access to the funds and to call XXXX SUNTRUST. I argued for a bit but finally drove off and promptly called the 1800 number. I was informed that I was not allowed to speak with anyone because my account was on fraud alert. 

I began documenting on XXXX the XXXX when I called once again to the 1800 number. I was then informed that my Social Security number that I was giving did not match the file. This is the first time of the calls that there was an error which leads me to believe that it was altered on purpose. I will digress into that later. But on this day I spoke with XXXX  in XXXX XXXX XXXX  and she refused to release any account information or a time frame of funds being returned in the account. I asked for a manager and was transferred to speak with XXXX XXXX, a manager in the Accounts Securities department. He stated that a letter was mailed on XX/XX/XXXX that would address the issue and to wait for that. I argued for a while and he refused to give me any information about my accounts. 

On XX/XX/XXXX, I received in the mail the letter that was supposed to address the account closure. It stated in the letter that the accounts were closed and that within 5 business days a check would be issued. 

I waited until XX/XX/XXXX to see if it would be mailed and it had not. This time I called my closest branch in XXXX, Georgia and spoke with XXXX, Branch Manager of this bank. I attempted to explain the situation and solicit help with the problem but she informed me this was a 1800 problem and to contact them. I let her know that I had tried and of the letter that I received. I then suggest that we contact the 1800 number together to speak through this, because I had been told by customer service on the 800 number to visit a local branch. She said that would take a while and she did not have time for that. I then called once again the 800 number and spoke with XXXX XXXX and XXXX, both supervisors in the accounts securities department. Both refused to speak with me saying that my social security number did not match. XXXX hung up on me after an hour and a half of waiting and speaking about this. I called back and spoke with XXXX XXXX and after another hour of attempting to get information about my account was informed that I had to go to a branch, prove my identity and then get the information. I told him that I wanted a manager to contact me back and he said he would schedule a call back from a manager within one business day. I have yet to receive this call. I also talked about the sudden change in my social security number and how it was not possible for me to set up the account without the correct number. I even walked him through the process of signing up for an account and the security questions that are directly linked to credit and that it would not be possible to get questions related to me without that. I also talked about how up until XX/XX/XXXX I was able to call in, confirm my account information using the last 4 of my social accounts without incident. So I finally hung up. 

XX/XX/XXXX I called the XXXX, Georgia branch and scheduled a meeting with XXXX at the branch. I met with him and took my passport, drivers license, and social security card and talked through the situation. He informed me that he could not help and called account securities to confirm my identity and the error with the social security number. He did inform me of what the system had and without a doubt it had to be tampered with. The 3rd from last and last number were altered by one number. It is extremely difficult for this to have been a mistake. I was then informed that they could no longer help me and I had to wait 72 business hours before I would receive information. I asked to speak with the branch manager and she refused to come and assist. After leaving the branch I called the 800 line  again and spoke with XXXX, not sure what department this time, I informed him of the previous night 's conversation on the 800 number that I was told to go to a branch and confirm my identity and that they would provide me with information. This time he told me to confirm my cell phone number for secondary identification, I gave it to him and he said that it failed verification. I asked him to list the number that was on file. It was the exact number I had given him, but he refused to speak about anything on the account. After arguing for a few minutes he hung up on me. I called back and spoke with accounts services supervisor XXXX. I Was told the same thing and that they would not speak with me about anything about my accounts. 

XX/XX/XXXX, after waiting 72 business hours as told, I called back to the XXXX, Georgia branch. This time I asked to speak with XXXX, the branch manager. She at first was not going to even listen to me but after explaining to her the poor customer service her branch had shown thus far and informed her that I might need to seek legal advice she began to listen. She called to see what she could find out and was told by the fraud department that the funds were being held and that they would not comment on when they would be returned. She inquired about the letter that I had received but they said they were not sure when the funds would be released. She requested that we conference with all three parties ( myself, fraud and her ) and they told her they do not speak with customers. XXXX said she could not help me further and said to call the 1800 number. I called the 800 number and spoke with a young lady who did not give me her name. She gathered information and called the back office she informed me that the money was never received. I informed her that I had statements and confirmation from previous calls that the funds were deposited and showed cleared amounts that were in my account. She hung up on me. I called back and requested a supervisor and spoke with XXXX, a XXXX XXXXXXXX supervisor. He informed me that the funds will be held indefinitely and refused to give me a reason for the hold, the closure or a time frame. I asked to be transferred to a manager and he said they do not speak to customers and he had to make a request. I told him to do so and said I was still waiting on a previous request for this as well. I was then transferred to the fraud department and spoke with XXXX and finally the supervisor XXXX. He is a supervisor in accounts services and after putting me on hold several times for lengthy periods each time he said I would not receive any further information and that I might get a letter with the check or the funds would be released back to the original person who wrote the check. I asked for a time frame once again and he refused to answer. He stated that they could hold my money indefinitely and did not have to give a reason. I even went into detail that it was a relative that issued the check, and that I have a signed affidavit stating that she issued and granted the check to me. 


I have called countless times and everytime I have gotten no response on the reason or when I would receive money from the accounts. I have emailed, called and visited branches and everytime I get the standard we cant help you response. I am in need of assistance with this matter. I have all documents that have been received from Suntrust as well as the original checks and a signed affidavit confirming the issuing of the checks.

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