Consumer complaint received 2024-10-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
My Truist bank checking account has been open for approximately one month. My opening deposit was made on XX/XX/year>. I have never had a check that was deposited returned on this account and it has remained in good standing. 

On XX/XX/scrub>XXXX XXXX XXXX  - I deposited a check in the amount of {$440.00} from XXXXXXXX XXXX XXXXXXXX- a local Georgia company that I did some freelance graphic design work for. When I deposited the check, I received notification that it would be held for roughly 12 days ( until XX/XX/year> ) to verify the funds and ensure the check clears. I assumed it was standard practice since I have not deposited a check over {$100.00} to this account to date. The next morning ( XX/XX/year> ), I deposited CASH at the Truist Bank ATM in XXXX, GA. I received an email ATM receipt confirming my deposit with no further information. 

At this time, I travel out of town, roughly two hours away with my young daughter to go camping. Around lunch or a little after on XX/XX/year> - I deposited another check for {$200.00} from a family member. 

I arrived at our destination and took my daughter for lunch. Upon finishing lunch, I took my phone out to ensure my debit card was unlocked ( I regularly keep it locked to ensure no one compromises my card ) - only to find that there was no debit card listed on my account. I could log in to the account as normal, but there were still no card details. 

So I called Truist bank and went through some steps to make sure my card was unlocked and was told my card could not be unlocked because my account was under review for possible fraud and it is scheduled to be closed. So I was out of town after having deposited cash into my account and was told that there as no way I could access the cash i deposited. 

Additionally, I was NEVER informed that my account was locked. The lady on the phone actually told me that my account was locked AFTER i made the cash deposit and the other check deposit, and that I " should have been '' notified, but I never received any notice whatsoever. 

Fast forward to XXXX XXXX XXXX XXXX- the Truist representative - telling me that I had no recourse and all I could do was drive back 2 hours to a Truist branch ( this was on a friday at XXXX and all branches close at XXXX ) to get the {$200.00} cash back out. They were not able to unlock my card for a short time for me to access the CASH that I had placed in the account. Please remember that the check that was put on hold was not available and could not be accessed. 

The {$200.00} check that I placed in the bank cleared and when I went by the bank today to withdraw the {$400.00} AVAILABLE BALANCE in my account, I was not allowed to do so. They would only allow me to access the {$200.00} in cash and are withholding the other available {$200.00} XXXX {$440.00} with no word or contact from them as to why or when my funds will be available for me to access. 

The teller at the bank simply told me that my account is being closed and she has no information as to when I can get my funds. 

I want the money that I have put in this bank and they have NO GROUNDS to hold my funds whatsoever. I have emailed XXXX XXXX again requesting information as to when I can access my funds and have received no response whatsoever from anyone ( including the CEO ) that I have contacted at this bank.

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 non-monetary relief