Consumer complaint received 2024-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
On XX/XX/XXXX I mistakenly attempted to deposit a check as part of a side hustle that turned out to be a XXXX  and a XXXX  check. This check was from XXXX XXXX  in the amount of {$1900.00} with Check Number XXXX and XXXX name of XXXX XXXX. I immediately received an email that a hold was placed on the check. 

On XX/XX/XXXX I attempted to purchase groceries at XXXX with my debit card which kept declining the transaction. I outreached the bank who informed me that my account was blocked due to fraudulent activity. This was a short phone call because I was still inside of XXXX. I paid with my XXXX  card and went home. I had never received an actual notification that my account was being blocked until this phone call. 

On XX/XX/XXXX I called the bank to get additional information about my accounts being blocked to find that XXXX  single XXXX of my accounts were blocked and that there will be no resolution until XX/XX/XXXX. There was nothing they could do for me as my accounts were under review. 

On XX/XX/XXXX I went to my local branch to get assistance from the bank personnel as I have XXXX  auto-debit payments that were now being declined. I can not pay my bills  and I have no access to any of my money. They informed me there was a XXXX  block on XXXX  of my accounts and we outreached the department from the branch. They advised that I was to call back on XX/XX/XXXX and request for my accounts to be reinstated and a resolution would be made. 

On XX/XX/XXXX I called the department back XXXX  and was informed that the case is still under review and I could not obtain XXXX  update. My husband then outreached and even spoke with a " supervisor '' and in the time of his call he was told by XXXX person there would be no resolution until XX/XX/XXXX, followed by being told by the " supervisor '' there would be no resolution until XX/XX/XXXX. With no concern that we can not pay XXXX  bills, etc. 
I returned to XXXX  local branch on XX/XX/XXXX for assistance. We outreached the department again and were specifically told that at the present time we had XXXX direct deposits that were pending. Once these deposits were posted then it would reinstate access and we would be able to access our accounts and funds on XX/XX/XXXX. 

On XX/XX/XXXX I attempted to make a withdrawal from the ATM which I was not able to do. I outreached to the bank again and was told that we would not have access to the funds on this date. I was told that it would be XXXX XXXX XXXX from when the XXXX direct deposits were posted and that also they would be ending the relationship with us. I was told that I can call back on XX/XX/XXXX and make the request for access for my funds without confirmation that I would actually get access that date. I then requested for my funds to be released immediately and they can end our XXXX and close our accounts right now and they declined to do so.

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