Consumer complaint received 2025-11-03 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Made a mobile deposit of {$3300.00} to my Truist account on XX/XX/XXXX. After bank accepted deposit a hold for the WHOLE amount was put on it until XX/XX/XXXX. Never received any warning of possible hold being placed before completing mobile deposit. Contacted Truist customer service 1800 number same day and spoke to rep and their supervisor ( XXXX ) and was told they couldnt do anything due to it being a recent deposit and it being up to branch manager discretion of hold being lifted or making any kind of funds available while hold lifted. Visited branch location XX/XX/XXXX and spoke to branch manager ( XXXX XXXX ) about lifting hold or making partial funds anvailable until the hold lifted after dealing with branch employees rude antics. Unsure of employees name ( older XXXX bald headed gentleman ) but met me at front door and started deflecting me speaking to branch manager the moment I walked thru the door and downplayed my situation by telling me Im wasting my time by coming there knowing Ive had overdraft fees and their not going to risk their jobs for something so small. Once I finally got to speak to BM ( XXXX ) I was told by her that there was nothing she could do to help me. She also said that for future reference I should make in person deposits. There was no option in my file to lift hold and I needed to contact customer service to have them do it as she had no power to do it. Told me to wait until XX/XX/XXXX and call her so she can see what she could do. Called branch back XX/XX/XXXX was told by employee that BM was with a customer and took down my call back information to pass along. I called branch back around XXXX due to not hearing anything back. BM gets on phone and tells me she had submitted a request to escalate my situation earlier that morning to see if hold can be lifted. Told me to call back next day ( XX/XX/XXXX ) to see if there was anything she could do but to call customer service back and tell them she escalated the situation so they could lift the hold. Contacted customer service again same day ( XX/XX/XXXX ) around XXXX and told them what BM had said. They told me there was nothing noted in my file about BM escalating situation or even reaching out about situation and confirmed with me that per Truist procedures that were recently revised ( XXXX XXXX ) that the BM has the power to lift hold ( s ) including administrative holds. Filed a detailed complaint with customer service regarding the branch and BM and my current on going situation. Customer service said to go by branch next day ( XX/XX/XXXX ) and have BM call them to relay hold procedure ( s ) with them. I am currently receiving on going overdraft fees from bank as well due to payments trying to process with insufficient funds. I made sure to iterate this with BM when I first spoke to her and express my concerns about overdraft fees accumulating during this hold. She smiled in my face told me she wished she could help but her hands were tied

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