Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: DC

Complaint narrative:
I opened an account for XXXX XXXX XXXX, XXXX, a Florida company, into Truist on XXXX XXXX, 2024, and deposited a check for {$87000.00} into the account. XXXX XXXX was the bank manager that handled the deposit. I was told the check would be processed and funds available in 7-10 days. Beginning XX/XX/XXXX I visited the bank branch at XXXX XXXX XXXX XXXX XXXX to withdraw some of those funds, but was told the check had not cleared yet. On XX/XX/XXXX I was told the funds had cleared but were not available to be withdrawn, without an explanation as to why. Several days later I was told the funds were no longer in the account, but the branch manager was not able to provide an explanation. For the next few weeks I made numerous calls to Truist corporate offices and my local branch, and visited the branch numerous times to ascertain the whereabouts of my funds. In late XXXX I was advised by XXXX XXXX that Truist had declined to open the account and that money I deposited would be returned, but was given conflicting accounts as to how the money would be returned, and when. After repeatedly contacting the corporate and local offices, in early XXXX I was told that the money had been sent via check on XX/XX/XXXX, via regular mail, to my home address, with an explanation of why the account was refused and the reason for the delay. After several weeks of waiting for the check to arrive, which did not happen, on XX/XX/XXXX I asked the bank to cancel the check and issue a new check, and was told by XXXX XXXX XXXX at Truist HQ ( XXXX ) the bank can not cancel checks, but that after 3 months from the supposed mailing date I could claim the loss and petition to have a new check. In early XXXX I received a letter from Truist stating that it had declined to open my account, but included no explanation and no check. On the 3 month anniversary of the supposed issuance of the check ( XXXX XXXX, 2024 ), I contacted the local branch and corporate offices and filed their Declaration of Loss with the local branch. I was told a new check would be issued immediately, and I asked that it be issued by the branch, and was told it would. Following up with emails, calls, and visits daily since that point, I was told on XX/XX/XXXX that the check would instead be mailed to my home address. As of this writing ( XXXX XXXX ), my calls, emails and visits are either ignored, or I am promised that Truist is looking into it, and will respond to me by the end of the day, but I have never received an update or a status of the missing funds. The corporate office has contested receipt of my Declaration, though the branch manager has repeatedly confirmed that she received it and provided it to the correct parties at Truist. At this point, 4 months in, I have logged at least 50 phone calls, dozens of visits to the branch, and numerous emails, and have no answer as to where the money has gone.

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