Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
I opened a checking account ( ending in XXXX XXXXXXXX ) at Truist bank in XXXX NC in XXXX. Then at the beginning of XX/XX/XXXX, I deposited a check in the amount of {$43000.00} that I received from my mother 's trust account ( XXXX of XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, a XXXX XXXX account ending in XXXX ), as I was one of her beneficiaries after her death in XX/XX/XXXX. The check cleared the XXXX XXXX account on XXXX. Truist is showing it in my account also showing as a deposit on XXXX, but they have frozen my account. After I deposited the funds, I received a letter which was dated XXXX from Truist that they were closing my account due to info they received from XXXX XXXX XXXX ( I requested a copy of this info but haven't received it yet ) and any funds would be delivered by certified check within 10 days. So, although the letter is dated XXXX ( before I made the deposit ) I didn't receive it until after I made the deposit, and I made the deposit in person and Truist did not prevent me from doing so. I went to the bank after I received this letter ( approx XXXX ) and they said that funds would come in the mail to me. So I waited for that. When I did not receive the certified check I went back to the bank. Now they indicated that the check deposit was flagged by their fraud department. I had received no notice of this. I went there several times to discuss this, approx XXXX and XXXX, They indicated that they needed a letter from the issuing bank for the deposited check on their letterhead indicating the check had cleared and wouldn't be returned, with a bank contact person. I contacted the Co-Trustee of the XXXX account, XXXX XXXX, who had written the check to me to try to obtain this letter. He got in touch with his contact at the XXXX XXXX to see what they could get for me. They couldn't issue a letter exactly how Truist was asking. So on XXXX, I once again went to Truist bank to determine the appropriate alternative information that I could provide. They once again asked for pretty much the same info. Then the Truist bank representative said that the Trustee and a XXXX XXXX representative should call the Truist fraud department. They did this on XXXX. The call involved me, XXXX XXXX ( the co-trustee of the issuing Trust account ) and XXXX XXXX the branch manager from XXXX XXXX on a conference call with the Truist Fraud Department. XXXX indicated to the Truist fraud department that the type of letter they were asking for wasn't a type of letter that XXXX issues. He asked for alternatives. The fraud department said that there was no alternatives, that they would keep the funds indefinitely until they got exactly what they were asking for, even though they currently have the funds at Truist. The Trustee offered to supply them with written confirmation that the check was written to me for the amount indicated. The XXXX representative confirmed that XXXX was the Trustee and asked what he could provide to help with the process. Truist fraud wasn't really receptive to that information. XXXX XXXX at XXXX ) even asked if Truist would write such a letter as what they were asking XXXX for, which they indicated they wouldn't. XXXX and XXXX both indicated that if the Truist fraud department felt the check was in error, that they should return the funds back to the issuing bank ( XXXX ) and the issuing account. Truist fraud department said they would not do this and they would not " unfreeze '' the funds to me either. They indicated that they would hold onto the funds indefinitely. They could not provide me, the check account Trustee, or XXXX XXXX representative with any alternatives are items that we could provide which would unfreeze the funds in any way. I do not have any information on what else I can do. They would provide us with no other information. The trustee still emailed copies of whatever written documentation he had to Truist fraud department ( info showing the check has cleared XXXX, copy of the XXXX cleared check, bank statement from XXXX indicated the check cleared, his letter of Testamentary showing he is the executor of my mother 's estate ). We still have not received any info. The individuals at the XXXX Truist brank are now saying that I can't even come in to talk with them about this and they threw me out of the bank when I was last there on XXXX. As I indicated, these funds are the distribution from my mother 's trust due to her death. I am one of the beneficiaries of her estate. This estate was handled through XXXX XXXX XXXX in NC and all the documents, such as her Will are part of the public record which indicates all the information related to her assets and distributions showing I'm a beneficiary of her Trust. All the other beneficiaries have received their funds without any issues from their banks. It is just Truist that is refusing to both release the funds to me or return the funds to the issuing bank. And they are not providing me with any information on what else I can do to resolve this. I am at a loss of what to do. The XXXX representative was also frustrated and was the one to tell me to file this complaint. As these funds cleared on XXXX, the amount of time that Truist is holding these funds is excessive.

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