Consumer complaint received 2022-12-07
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION

Complaint:
My husband and I had just opened up a joint account with Truist in XX/XX/2022. We had just gotten married and were excited to begin a new relationship with Truist. On XX/XX/XXXX my husband had received an XXXX check from his job for {$1100.00}. My husband endorsed the check and submitted a mobile deposit through his Truist app. Later that evening his card was declined while trying to buy dinner. He was never notified that the account was blocked prior to this. We both reached out to Truist immediately and spoke to the fraud department. No one could tell us why our joint account was frozen/blocked and could only assume it was the check that was deposited earlier for counterfeit. I had requested to speak to a XXXX and no one was available at that time but we were told the problem could be expedited. They recommended we go into a branch which is what we would do the next day. My husband went to a Truist branch located in XXXX, GA. He was told there was nothing they could do for him and was given the same number to the fraud department. So we called again and finally spoke to a XXXX who to no avail, could not give us the reason for the account being frozen and said the check looks like it may be available XX/XX/XXXX. Of course my husband and I are incredibly upset and live paycheck to paycheck. Our rent, car payment, electric, food and gas were all going to be paid from our Truist account. We had no cash or additional funds. At this point my husband can no longer access his account but I am still able to see mine. Thursday XX/XX/XXXX I had saw that my direct deposit for {$1100.00} had deposited into the account via XXXX which is also through XXXX. The account was still frozen and my husbands check had not cleared still, but we now had {$1100.00} available funds. I went to the XXXX XXXX XXXX we opened up our account at in XXXX, GA. I spoke to the teller who could also not tell me what was going on so at that point I requested to speak to a XXXX. I was able to speak to the same XXXX who helped my husband and I open our account. I calmly explained my entire situation to her. She showed little sympathy but that is fine I just wanted my available funds while we waited for my husbands check to clear. She looked up our account and like everyone else before her, could not even locate a note on why the account is frozen. She called the fraud department and spoke to a rep who told her that the check was on hold until XX/XX/XXXX and that is when I would most likely be able to access my account and my funds. They could not provide a reason such as specific fraudulent activity or anything that may have been why they feel the need to freeze the account. The XXXX I was working with asked the rep if I could at least receive the funds I have available already and of course I was told no. She proceeded to give me the number to the fraud department that my husband and I had already received 3 times before. I was of course very upset, got up from the desk and showed her the note that another customer had given me earlier at the bank telling me to go to a different company entirely to do my banking at. I told her my husband and I have no way to purchase food or gas, have no way to pay rent. All she could do was say she was sorry. At this point I was so angry that we ended up having a confrontational exchange of words and I left the branch. I later received a message back from their instagram account. It seemed hopeful and they seemed understanding in their message. I was told to give them XXXX business days to hear back from their leadership team. I have not heard back. It is now XX/XX/XXXX and my husband and I can not access any of our money still. I am saddened to say that this is the worst and most unprofessional experience I have ever had with any company. My husband and I plan to close the account as soon as we receive our money and will be going elsewhere.

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