Consumer complaint received 2025-03-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Subject : Formal Complaint Regarding Account Closure and Withheld Funds Dear Truist Customer Service, I am writing to formally express my frustration and disappointment regarding the handling of my account and recent deposit. The series of events outlined below reflect a lack of consistency, transparency, and professionalism from Truist, ultimately resulting in the wrongful closure of my account and an unjust refusal to release my funds. 

Timeline of Events : 1. Account Opened & XXXX XXXX Held I opened my account with Truist in XX/XX/XXXX On Saturday, XX/XX/XXXX, I made a mobile deposit of {$21000.00} A hold was placed due to the deposit exceeding my available balance, and I was instructed via the mobile app to take the check to a local branch for processing 2. Issue with Check Endorsement & Resolution with Issuer On Monday, XX/XX/XXXX, I visited the XXXX XXXX XXXX where Senior Relationship Banker XXXX XXXX ( Office : XXXX ) informed me that the check was incorrectly made out to my name instead of my business and that my last name was misspelled Upon learning this, I immediately contacted XXXX XXXX, the check issuer, and they stopped payment and reissued the funds electronically to my personal account at another institution 3. Communication with Truist & Incorrect Overdraft Fee On XX/XX/XXXX, I called Truist Customer Care to inform them that the mobile deposit would not clear due to the stop payment A representative noted the issue on my account but told me I had to wait for the mobile deposit process to complete because Truist had no way to manually stop the transaction Despite there being no overdraft, I was later charged an overdraft fee due to the system registering the stopped payment as a negative balancethis was eventually reversed after I disputed it 4. Account Closure & Check Issued Incorrectly One week later, I received a notice from Truist that my account was being closed Truist issued me a check for the remaining account balance ( {$480.00} ), but the check only listed my business name, despite me being the sole proprietor of XXXX When I attempted to cash the check at Truist, they refused and told me to take it to a check-cashing service Unacceptable Handling of My Account & Concerns : Discrimination & Unfair Treatment : I, XXXX XXXX XXXX am the XXXX XXXX of XXXX and provided proof of ownership. Despite this, Truist refused to issue me my own funds. The lack of a valid explanation and inconsistent responses from branch staff suggest potential discrimination based on my race. 

Failure to Correct an Error Despite Due Diligence : I proactively notified Truist about the check misspelling and stop payment, yet my {$5.00} auto-payment ( which was scheduled before the mobile deposit ) was still denied despite sufficient funds being in the account.

Unprofessional & Dismissive Treatment by Truist Staff : The Fraud Department representative I spoke with on XXXX  was rude and dismissive The XXXX XXXX branch manager refused to speak with me in person to explain why Truist would not cash a check written by their own bank Truist claims to stand for trust and integrity, but my experience has shown otherwise. I expect this matter to be resolved promptly. If no action is taken, I will escalate my complaint to the Consumer Financial Protection Bureau ( CFPB ), the XXXX XXXX XXXX XXXX XXXX  ), and other regulatory bodies. 

I look forward to your prompt response. 

Sincerely, XXXX XXXX XXXX XXXX, XXXX

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