Consumer complaint received 2025-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
XXXX XXXX XXXX Truist Bank XXXX XXXX and XXXX XXXX Dear Consumer Financial Protection Bureau, I am writing to formally file a complaint against Truist Bank for unprofessional behavior, lack of transparency, and for withholding funds without justification, leading to significant financial and emotional distress. 

Summary of the XXXX I deposited a check from XXXX XXXX into my Truist Bank account using mobile check deposit. The check was made payable to me and endorsed properly, though not under the name of my business, XXXX XXXX XXXX XXXX, which may have caused some initial confusion. However, Truist has accepted checks from XXXX to XXXX XXXX XXXX XXXX in the past without issue. 

Shortly after the deposit, Truist Bank unilaterally froze the funds and eventually closed my account without any prior notice, communication, or justification. I was only made aware of the account closure after following up about the deposit. 

Truist has since refused to release the funds to me, stating that only the original issuer, XXXX, can request the return of the funds. Despite my repeated requests and submission of documentation verifying my identity, my ownership of the business, and my ongoing history of legitimate transactions with XXXX, Truist has failed to respond meaningfully or provide a resolution. 

Communications and Documentation I have attempted to resolve this issue directly with Truist through multiple channels : Phone : Contacted their fraud department at XXXX ( Options XXXX then XXXX ). 

Email : Sent documents and inquiries to XXXX, but received no meaningful response. 


I also communicated with XXXX XXXX, an Accounts Payable Coordinator at XXXX XXXX, to inform them of the situation and confirm that XXXX has been asked by Truist to initiate a claim for the funds. XXXX XXXX indicated that they could file a fraud claim, which could take XXXX weeks to resolve. This delay is deeply concerning considering I am the intended recipient of the funds and have not received payment. 

Ongoing Issues and Impact Despite my best efforts, the following concerns remain unresolved : Unnotified account closure : My Truist account was closed without prior warning or explanation. 

Withheld funds : The funds from the deposited check have not been released to me, nor returned to XXXX. 

Lack of communication : Emails and documents sent have gone unanswered. 

Unwarranted fraud implication : I was incorrectly made to believe the issue was fraudulent in nature due to how the check was endorsed, despite a legitimate history of transactions with the issuer. 

Dismissal of documentation : IRS documents and XXXX seller information provided as proof of identity and business legitimacy have been deemed insufficient by Truist with no clear reasoning. 

Truist 's mishandling of this situation has resulted in financial hardship, as I rely on these funds for business operations and personal expenses. Moreover, their dismissive and unresponsive behavior has caused emotional stress and reputational damage, especially considering that both I and XXXX have acted in good faith.

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