Consumer complaint received 2024-09-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
on XXXX I used the Truist XXXX Banking XXXX  to deposit a check ( sent to me as a gift from a family member ) worth {$4000.00} into my checking account. I received a text from Truist that the deposit was received and that typically funds would be available within two days unless there was a hold. I then received an email from Truist that a hold was being placed on the deposited funds of XXXX XXXXXXXX. The following day I received an email that only {$3700.00} of the funds were being held and that they would be available XXXX. I tried to use my debit card later that day ( the XXXX ) and it declined. I then tried to log into the Truist mobile app to see what the issue was and it could not log me in, claiming that there was a " sign in error ''. when I tried the " forgot my password '' or " forgot my userID '' features, it claimed my credentials were invalid despite being correct. The following day ( the XXXX ) I called Truist 's customer support line and they gave me the direct number to the fraud department. When I got in contact with the fraud department they said my account was put on hold due to a " fraudulent check '' and asked if I was aware of the deposit. I told them I was aware and corrected that the check was not fraudulent, it was sent by a trusted family member. she said that she would make a note of that on my file for the investigator. I asked her how long it would take to resolve this and she said " it depends on the the person assigned to my case ''. I said okay and ended the call thinking this would be resolved in a few days. At this point I have received no correspondence of any kind about my entire account being put on hold besides what was said on that one phone call. No email, no texts, no mail. I can't log in to my online account or use my debit card or pull any money from the account. It's completely locked. I double checked with the person who sent and wrote the check that everything was okay on their end and they said there were no problems. I called Truist again on XXXX after not receiving any sort of update for several days, calling the direct line for the fraud department again. I was told they were still investigating. I asked for more info regarding at least a time frame because I could not understand how they can hold my entire account and money XXXX for this long when I need to eat and pay bills or why they are even investigating in the first place. the call operator went on hold for a long time and then just read me a script response that the account is being investigated and that they can't give me a time frame since it's up to the analyst who is assigned to my case. the last thing she said was to keep an eye on any correspondence from them regarding the situation. as of the day of submitting this complaint ( XXXX ) I have not received any information or update from Truist about my account. my account is still locked and I have no way to access any of my funds.

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