Consumer complaint received 2024-09-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
I deposited my government issued retirement check and I received an immediate response that my check had a hold placed on it. I immediately called the bank and was advised that there was suspicious activity on the account and a hold was placed on my account. I advised the bank to look at that history on my account and for the passed 25 years I have been depositing my governmental issued retirement check into my account and this is the second time this has happened to me... back in XXXX of XXXX a hold was place on my account after my account was hacked and a new account was opened the bank advised that a hold was placed because of the amount. A copy of the complain is pasted below. I truly don't understand why I received a hold, but when I asked the Truist bank representative she stated that I need to submit my check in a timely fashion to prevent this from happening. I explained the I am retired and have been for the past 25 years and I live off of my retirement check. When the mailman hands me my pension check I immediately walk over to my computer and upload my check because I have bills coming out of my account and I going to incur late fee totaling over {$310.00} and I can't do that as a retired person and still pay all of my bills, transportation cost, copayment and medical bills. It's not fair especially when its a Federal Government issued retirement check. Back in XXXX when Truist did this to me back in XX/XX/XXXX they refused to pay my late fees!!! 

This is the previous complaint from XXXX XXXX XXXX in XXXX of XXXX at the time I was a Suntrust Bank customer and that bank merged into Truist Bank so from XXXX until today I have been depositing my annuity check into my checking account. On Saturday XX/XX/XXXX I deposited my check through mobile up load and during the uploading process the phone stated that it didn't see my signature so I followed the prompts and took several pictures of the beck of the check because the face of the check was immediately accepted. I canceled the upload and started and this time, which was the second time it accepted my deposit. On Monday morning I looked into my account and a 7 day hold was placed on my check so I called the bank and was placed on hold for 3 hours so I decided to go to the bank. while enroute to the bank I called and left a voice mail to let XXXX XXXX know what was going on and by the time I arrived she had received information that my account was closed to deposits and my debit card had a warm hold placed on it and it will not work??? I advised her to look at my history with this bank, I have been depositing my annuity check in this bank for the last 24 years and nothing like this has never happened and please explain why? She advised me that all of my accounts are closed for the next seven days or until the investigation is completed??? I further advised her that I have to pay my bills and I'm going to pay late fees and I can't afford it ... the late fee for my truck note is {$74.00} and my credit cards are {$30.00} and I have 8 cards including my Truist card. To this date I have not been given a reason for this 7 day hold and I need to pay my bills???? I tried to call the administrative offices and I spoke to XXXX XXXX and she said that when I opened the account with Truist that I agreed to allowing them to place a 7 day hold on my check at anytime. I live from month to month on my pension check and this has created additional debt and no one can explain why and XXXX XXXX stated that Truist will not refund any of my late fees and I have to wait until XX/XX/XXXX before my retirement check is released!!! this is not right and I have not done nothing wrong! Please I need help! Thank you!

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