Consumer complaint received 2025-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX I deposited a check into my checking account as a mobile upload from a business associate who owed me money. This was my first time ever using a mobile deposit. Process was fairly simple. Right after the deposit was uploaded the funds were placed on hold systematically. I paid no attention to it thinking the remaining balance wouldn't be affected. Woke up on XX/XX/XXXX and found that the check issuer was attempting to scam me with a return check request. I immediately called Truist and told them what happened. They told me the fraud department was already investigating the issue, and my account was on hold. Now I couldn't use my debit card or touch any of the funds until the check cleared or bounced. I called and spoke to many agents. I even visited the local branch, and they couldn't help. Apparently, there's some guy in the Fraud department that's like a unicorn and makes all the decisions about my money without me being able to get a hold of him. I was told to wait until the check posts and the return is cleared then call in. Which was on XXXX. Which I did multiple times only to be told to wait until XX/XX/XXXX for this back-office guru to release the account where I could gain access to my funds. I'm not on unemployment for the heck of it. I need that money to eat and pay bills while I'm unemployed. I spoke to two supervisors the last of which apologized and promised the world. She created some case and sent it to the back-office guru due to the check being cleared and the account balance being settled and told me it should only take up to 24 hours for the account to be back to normal. This was XX/XX/XXXX when I spoke to the supervisor. XX/XX/XXXX I attempted to log into my account on the mobile app and on my PC only to find that my log in credentials didn't work. Now I'm under the impression that someone has hacked my account. I waited until XXXX and I called into customer service only to be told that my account had been closed, and they have ended our business relationship. I was appalled. I got no notification or update. With an account balance I asked what was going to happen to my money. At this time, I haven't had access to any funds since XXXX which was a week. I was told they were going to mail a check to me with the account balance. Where would they mail this check to, I asked because my mailbox is still XXXXour counties over from the Hurricane destroyed my home. They said I could go into the branch which I did to get my money. Branch manager was also appalled by the way they handled the situation. Here 's the ringer on XX/XX/XXXX, I accepted an ACH payment for my unemployment not thinking my account would be closed by Truist on XX/XX/XXXX. That payment shows processed on unemployment side, but Truist closed the account without thinking of the impact it would have. I've already been unable to access my money for a week. I got scammed and I immediately called Truist to notify them. When I asked a fraud team member about the ACH payment coming inbound to Truist, I was told he could see the payment, but it would be returned to Unemployment and coded with a reason. Truist could have captured that payment and given me the {$550.00} then closed the account out, but they insisted on basically telling me to go to XXXX and have fun fighting the Florida Unemployment office for your money. That's some pretty low-down customer support. They didn't at any point give me any options. No time frame of when the ACH payment would be returned. I call the Florida Unemployment office and say it could take up to two weeks to show the return of the payment due to Truist closing my account. That will be three weeks without any funds due to Truist being a horrible banking institution.

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