Consumer complaint received 2024-11-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: SUNCOAST CREDIT UNION
State: FL

Complaint narrative:
I accepted a new job that sent me a XXXX XXXX  to purchase equipment for an office and a sign on bonus. Before using any of the funds, I contacted Suncoast Credit Union to inquire as to if the funds had cleared, in which they verified they had and were available to use. On Friday ( XX/XX/year> ), Suncoast sent my account to their risk department where it was then locked. I received no call, no email, no communication at all as to this happening. When I attempted to use my card for a purchase, it was declined. When I called Suncoast on Saturday ( XX/XX/year> ), I was informed by " XXXX '' that my account was with the risk department and there was nothing that could be done until TUESDAY as it was a XXXX day weekend. Calling them on Tuesday ( XX/XX/year> ), after being XXXX days with NO ACCESS to my account what so ever, I was informed that the check that had bounced and caused my account to go into the negative. I spoke to a very rude man by the name of " XXXX '' who informed me that my account was still locked and would remain locked until the risk department was done with their investigation. When I asked to speak to someone in the risk department, I was told that they are in the " backend '' of the bank and do not take phone calls. After asking XXXX XXXX XXXX as to why I was never contacted by Suncoast when my account went to risk, he could not provide me an answer other than " we mailed a letter to you ''. A letter that was sent out the Friday before a XXXX day weekend or the Tuesday after the XXXX day weekend. When I asked him for the contact information for the legal department he put me on hold for many minutes ( roughly XXXX minutes ) where " XXXX '' XXXX " Relationship XXXX '' then took over the phone call. XXXX, also, could not give me any information regarding the legal department and stated that they do not have XXXX. When I questioned him as to why a banking institution did not have a legal department, he could not give me any reasoning as to why. When I asked him why I was given false information about the check being cleared in my account and having cash funds available for use, he informed me that they don't know if checks clear of not, they pretty much just make assumptions and that is why the representative informed me that their was funds in my account for use. Through the phone call, I asked if I settled the negative balance if I would then be able to gain access to my account as I have bills that come out as automatic deductions from my Suncoast account and he told me no and that the risk department would not unlock my account until the matter is settled, even if I pay off the negative balance. When I asked him how to I go about monitoring what is going in and out of my bank, he told me that I could always call in and ask. When I told him that I no longer trust the information that their representatives give over the phone, he could not give me any other options as to re-obtaining access to my account information. After XXXX days of not having any information as to what was going on with my account and offering to pay the negative balance to regain access to my account, I still have no more answers to anything and have been refused their XXXX Department information. It should be a crime for a bank to inform its clientele that they have cash funds in their accounts and that checks have cleared when they have no clue on if that statement is true or not.

Company response to consumer: Closed with explanation