Consumer complaint received 2024-05-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
On Sunday, XX/XX/XXXX I deposited a check with a value of {$1000.00} via mobile deposit. I immediately received a notification that the check would be put on a hold. Then, the next day I was suddenly unable to use my debit card. I called Truist and was informed that my entire account had been frozen, but no information was given as to why, other than that they needed to verify the check I deposited would be paid. My wife and I have XXXX children and our rent was due in 2 days. I was told the funds would be made available and the account unlocked on XX/XX/XXXX. I informed the customer service representative that I was XXXX hours away from home with no way to get gas. I explained that we have no credit cards, and that this is every XXXX we have. They told me tough luck. The next representative I spoke with ( a supervisor ) explained that its not just the check thats being questioned, but rather my relationship with Truist as a whole, and that they will need to determine whether or not to reinstate the account. My relationship with my bank is being investigated because I simply deposited funds into my checking account. I have never heard anything more ridiculous in my life! I wasnt trying to withdrawal a large amount I was FUNDING the account!!! The most normal and essential thing to do with a checking account, right? Fast forward to XX/XX/XXXX and the account was still frozen, but the check had cleared into the account. I called Truist again and was told they technically have all day on XX/XX/XXXX to unlock the account. I was told to wait until the XXXX. This was contradictory to the two different emails I received stating that my funds would be available on XX/XX/XXXX. The next day, XX/XX/XXXX, our account was still frozen and funds not available. I called and was told The last representative you talked to didnt give you the right information. When I demanded to know when my funds would be available and my account unlocked, the Truist representative said there was no date they could give me. It would take as long as it would take. Why was this happening? The check had already cleared into the account? The representative said Oh, it just LOOKS like the check has cleared but it hasnt. I explained that I have a family of XXXX, we have no food in the house and our rent is 9 days past due. The representative said shed notate that on the account and maybe that info could help speed the process along. I PROVIDED THAT INFORMATION TO THE VERY FIRST REPRESENTATIVE I SPOKE TO ON XX/XX/XXXX. Why did they not put that in the account in the first place? Ive visited a branch twice and have been told something different each time. Today is XX/XX/XXXX, and when I called this morning I was told again that they have no information to give me and no date that this process will be over by. Truist doesnt care if we get evicted and cant feed our children. They are KNOWINGLY inflicting harm with their abusive business practices. The person who wrote the check that I deposited is a multi-millionaire. The fact that its been 2 weeks and their fraud department hasnt yet verified a measly {$1000.00} check is absolutely ludicrous. Not only has it been a completely unreasonable amount of time to verify one check, but every representative Ive spoken to has given me different information than the last, and one even straight up lied. Whats more : a quick XXXX search shows an entire XXXX group of other people who have been through or are currently going through the SAME insane process with Truist. I need access to my money NOW!!!

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