Consumer complaint received 2017-06-27
Company: SUNTRUST BANKS, INC.
State: MD
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a checking and saving account in order to deposit my retirement check. After I opened the accounts I was told by the local bank that my funds would be available the next day. They assured me of this. The account was opened on XX/XX/XXXX. I put {$6400.00} in checking and {$6000.00} in savings. The next day I commenced to paying bills on-line. When I went to the bank a few days later to withdraw some cash, I was told that my account had been placed on hold and was given the customer service number by the teller to call and find out why. This was devastating because now I had paid my creditors only to find out that none would be receiving their money, because Suntrust Bank had frozen the account. When I called customer service, I was told that my account was placed on hold and was under review for closure and that I needed to speak with the branch bank and that the bank needed to look at the note section in their system. I was sitting in the bank at the time I made the call, so I spoke with the branch manager and told her what customer service had to say she conversed with the banking person who opened the account and the two informed me that neither had any information that they could give to say why this had happened. They made phone calls themselves to their main office to see what was happening with my account. I was told that I could leave and did not have to wait but that the banking person who opened the account for me would call me as soon as they found out any information. I left the bank and received a call from the bank shortly after, telling me that Suntrust Bank did not wish to have a banking relationship with me and are closing out the accounts and that I will receive a letter in the mail. Since this time I have called the bank again asking for any new information about the release of my money, The bank still does not have any information and said to call the fraud department and find out why my money is not being released. The fraud department told me when I called that I needed to go back to the branch and tell them to give me the rules and regulations on closed accounts. I was given the rules and regulations when I opened the account so there was no need for me to go and get that again, Instead I called and the branch manager stated again that they did not have anything more that they could give me and asked if I owed any other bank that may have been charged off my account I told her that I did have one with XXXX and that I was attempting to pay it with my funds but they were not able to be paid because of this freeze. She said call the fraud department back and ask them to tell me why this had been placed on hold for closure. I called the fraud department back on yesterday XX/XX/XXXXwho I again explained my situation and again was told to go to the bank and get the rules and regulations that are in conjunction with closed accounts. After sometime of going back and forth I asked to speak to a supervisor. Once the supervisor was on the phone I begin explaining the situation to him as well. He asked that I hold on for about 5-6 minutes while he checked the back office to see what was happening with my account. After about 5 minutes or so he returned only to tell me that my account was being investigated for closure and that I would receive a letter in the mail in 15 days from the day of opening which was XX/XX/XXXX. I asked him would my money be sent with the letter and if it would be my original check or their check, he said they would send me a check from Suntrust for the balance in the account. I asked him to please be specific as to why they were closing the account because saying that I need to look at the rules and regulations was not being specific. He said he could not tell me that. The bank has reversed all the transactions I made to my creditors and now the creditors are calling me asking for payments and threatening to send my accounts to the credit bureau, I also called the insurance company today XX/XX/XXXXand spoke with XXXX XXXX to see if the check had been cashed by the bank. The insurance company said that the check was cashed a week ago. So that means the bank has the money, yet will not release my money to me. Why would they open the account in the first place, if there was any type of problem only to cause me this anguish and distress, and major inconvenience. I understand that they have the right to close my account for any reason or no reason at all and that is perfectly fine with me, but do n't hold my money, banks use folks monies to their advantage everyday while persons like myself suffer and are left with no answers. That is my hard earned money from working many years, This makes no sense, I want my retirement monies released back to me. It only fair.

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 monetary relief