Consumer complaint received 2024-08-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX I made a mobile deposit of my payroll paycheck as I do every XXXX weeks for the past XXXX months since Ive open this checking account for the same amount and every check has cleared. I deposited the payroll check to process overnight and clear the next day as stated on the check. I always get a confirmation that everything is confirmed however, this time I received a notice of a hold on my check and an email. I called Truist bank to find out what the problem was, the representative at the bank assured me there was no problem and no hold would be placed on the check and that it only needed to process overnight and would be available the next day as usual. I explained I received an email saying that it was on hold for Exception/administrative hold for 12 days until XX/XX/XXXX and the representative reassured me that there was no hold on the account or check and it would process overnight as scheduled normally. I then waited overnight, the next morning checking my account I noticed the funds were deposited to my account and then taken back out of my account and placed on an Exceptions/administrative hold. I called truest bank spoke to a representative who could not understand why there was a hold. The representative then got a manager involved who after XXXX minutes on hold could only tell me that because my account was XXXX months new even though Ive deposited this check every XXXX weeks for the past XXXX months the same way and never had a problem With it before, therefore this did not make any sense. She did not have any understanding of why this was on hold either. They tried everything they could to release the hold on my check however, the bank itself was not able to take the hold off the check. I asked them to cancel the check so I could take the check into a bank, and the system would not allow them to cancel the check either. At this point, the only option they could provide me with was to wait out the 12 days and to submit a complaint to corporate considering I had no return checks ever I had no XXXX  fees ever I had nothing negative on my account. My account was XXXX months old, and I have deposited the same check from my same employer every XXXX weeks for the previous XXXX months and never had an issue. There was no reason whatsoever to hold my check for 12 days at a point I am considering closing this account now, which will look negative on my credit report For opening and closing checking accounts because Ive had nothing but problems with this bank. Another issue I had was that I had paid some bills out of my account and then went to the ATM to try to withdraw {$560.00} and they had told me I could not withdraw that much money because I had already spent too much out of my account by paying bills online within the same month which makes absolutely no sense as to Why would I have a checking account? I can not pay bills and use the money I put into the account, I would understand if it was a large amount trying to withdraw from the ATM but it was not. I am seriously unhappy with this bank that Ive only had for XXXX months and I have not had any negative issues on my side of my account, but Ive only had trouble using this account as a customer and I am very unsatisfied with this customer service relationship. Now I have to wait XXXX days until my next paycheck to even have my funds from this paycheck be made available to me which seems very unfair considering there isnt anything on my account warrant this hold. I cant pay rent today or any other bills that may automatically come out and in the hold email it states if any withdrawal attempts are made against these funds on hold that I will incur fees and a longer hold which is unacceptable considering they are holding my funds hostage at this point and of course automatic payments are going to come out and be denied because they wont release my check for no reason whatsoever!

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