Consumer complaint received 2024-12-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
To whom this may concern, Im reaching out to file a complaint with a recent situation I was involved in with " Truist Bank ''. On XX/XX/XXXX I went into the establishment to deposit " IRS TAX RETURN CHECK '' in which I provided two form of ID included my state driver license for XXXX  and Social Security card with the check I received from the IRS. I was provided with a receipt with the date I came in to deposit in the amount of {$29000.00} on XX/XX/XXXX XXXX into my checking account with the last XXXX of my account ending in # XXXX as well as indicating funds will be on delayed XXXX business days and available on XX/XX/XXXX. On XX/XX/XXXX I called in to inquire about something with my account in which I was then informed that my account is under review with the XXXX department due to recent transaction made on XX/XX/XXXX for the deposit of my " IRS TAX RETURN ''. I asked for more information and they stated on a recored line that its due to the address not matching the address on file with the bank, in which I stated I'm military and was in the process of moving out the apartment and I asked the IRS to change the address to my XXXX house address in which its not a apartment in order to receive my check. The supervisor on the phone informed me they sent out the request of verification from the IRS on XX/XX/XXXX another supervisor said it was sent on XX/XX/XXXX, which was the day after I deposited the refund. They also inform me they will send information in the mail and or email per they guidelines and policy. However they did not send anything in the mail nor email in fraud information to me nor called or text. Also when I spoke with the supervisor nothing had been sent to me nor the IRS check returned to the IRS. On XX/XX/XXXX I woke up at XXXX to the funds being available in my account and I was trying to purchase my ticket back home due to me being on vacation for the holidays for thanksgiving and my card declined. I waited for the bank to open up at XXXX eastern time zone in the state of XXXX  where I made the transaction, as Im in XXXX  XXXX XXXX XXXX XXXX my time I started to make my calls. I communicated the issues I encountered and expressed my concerns and provided all information to verify my account. When I spoke with Truist Bank Reps I was told ... '' Waiting on verification from IRS, Check held for potential recovery, Mailed closure letter, no specific on why account was being closed, they won't provide any names during investigation, can't release or unblock funds or account ''. I was told my account was closed and they will not inform me of why the account was being closed nor why it was under investigation. I spoken to multiple people through out the business hours as well as the IRS, whom expressed they didn't need to communicate or verify taking I had to go into the building IRS to do my verification. The IRS stated this was fraud that the bank was doing. I called on 3-way with the IRS on the line and they spoke with the supervisor and informed them that there was no need to reverify the IRS check because it was done in person and this is a government issued check from the IRS. They do not communicate with banks on information with the client nor do they use emails for this. The IRS stated that if there was an issues the check should have been mailed directly back to the IRS. The IRS stated if I was able to get them on the phone they can do verification that way and release my funds, in which I was able to do and the IRS talked to a rep from Truist Bank. I verified with Truist Bank if called was recored and they stated all calls are record due to me getting different answer from multiple reps on XX/XX/XXXX. I was provided a case number # XXXX on XX/XX/XXXX. On XX/XX/XXXX I called Truist Bank and was informed my account was closed permanently and funds would not be released to me at all, I stated I would take legal actions to wrongful closing of my account and immediately contacted the IRS.

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