Consumer complaint received 2021-09-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
On Wednesday, XX/XX/2021 in the afternoon, I had an appointment with XXXX XXXX at the Suntrust bank location at XXXX XXXX XXXX in XXXX, Virginia. I scheduled the appointment with the intention of opening a Primary Business Checking account. When I met with XXXX, she seemed energetic and informative. I had a good experience opening an account with her. We were able to accomplish opening the Primary Business Checking account that day. I walked away with the standard packet of paperwork and essentials that Suntrust gives to clients who open an account, as well as the directions for signing up for online access to my account. I was told that my debit card would arrive in the mail. 

On XX/XX/XXXX, I transferred money from my credit union account into my Suntrust business checking account. The transfer completed on XX/XX/XXXX. On XX/XX/XXXX, I transferred the rest of my money from my credit union into my Suntrust business checking account. All was well until Saturday, XX/XX/XXXX when I attempted to check my account online and saw an error message that said I was not authorized to view my account information. Because the branch where I opened my account was closed on Saturday, I called XXXX at XXXX XXXX  to try to figure out what was happening. I was told by the representative I spoke with that she was not able to give me any information and that I needed to go to the branch and fill out an authorization form. 

On Monday, XX/XX/XXXX, I called the XXXX XXXX branch at XXXX XXXX  and spoke to XXXX, who told me she " had no idea what I was talking about '' and would check on it and call me back. She called back at XXXX XXXX  with no additional information. I then asked her why my account would have been closed. She told me that accounts usually close due to something on the consumer 's record or report, so she gave me the phone number for XXXX XXXX XXXX XXXXXXXX also suggested that I wait for my funds to come in the mail in the form of a check. As soon as I ended my conversation with XXXX, I called XXXX XXXX XXXX. The representative there told me she could not give me any information over the phone, but would email me a copy of my report, which could take up to 15 business days. In the meantime, I received my debit card in the mail and I still had no idea why my account had been closed, so I called XXXX multiple times trying to figure this out. 

Aside from XX/XX/XXXX, I called XXXX on XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX  and XX/XX/XXXX at XXXX XXXX. ( All times are listed in EST. ) From the phone calls that I made to Suntrust 's customer service line, I got different stories from different representatives. One woman told me that it must have been something on my record that caused my account to be closed after she spoke with the fraud department. I believe I spoke to her on either XX/XX/XXXX or XX/XX/XXXX, probably the XXXX. The gentleman I spoke with on XX/XX/XXXX told me that the check owed to me was sent out on XX/XX/XXXX and that it should arrive in 7 to 10 business days. On XX/XX/XXXX, I finally received the email from XXXX XXXX XXXX and reviewed my report. I considered that a small debt I had with another bank may have been the cause of my account closing, so I paid the debt and opened a new business checking account for my second business with said bank. After that, I decided to make another appointment with Suntrust to try and open the Primary Business Checking account again, assuming I had potentially fixed the issue. I called the XXXX XXXX branch on Friday, XX/XX/XXXX and made an appointment with XXXX for XX/XX/XXXX at XXXX XXXX. 

On XX/XX/XXXX, I arrived at the branch at about XXXX XXXX  and was seen at about XXXX XXXX  by XXXX. I heard XXXX telling XXXX to handle the appointment, although I preferred XXXX because she was already familiar with my situation. However, it seemed as though XXXX was swamped. I overheard her telling her employees not to bother her while she is working on something already. So XXXX greets me and asks me for paperwork. I give her my paperwork, she goes behind a door and I don't see her again for about 20 minutes. When she comes out, she asks me to sign some paperwork. She informs me that this time, she opened a Simple Checking account for me. I wasn't sure why. I let her know that I had a coupon code to use for the current promotion and she informs me that because I used a code for my first account, I was no longer eligible ... even though I had a brand new code. I asked her if this account could also be subject to closing and she said yes. XXXX never greeted me. 

I get home and check my mail and what I thought would be my check from Suntrust turns out to be a bank statement. So I decide to call XXXX because at this point, it's been about a month since I put my money in Suntrust and my account was closed. This time, the gentleman I spoke with tells me that not only was my account likely closed because my identity could be be verified, but it is also the reason why the check was never sent out. So in this moment, I discovered two things : That if all I needed to do was bring two forms of ID to the branch, then the entire closing of my first account was avoidable AND as of this moment, Suntrust still has my check. I asked the representative why no one contacted me to let me know that this is what was needed. He said a letter should have been sent out, but all I've received in the mail are my useless debit card, two letters saying that my account is being closed by the fraud department and a bank statement. I'm still wondering whether or not identification is even really the reason?!

I am completely frustrated, upset and ANNOYED! I am in total disbelief that not one Suntrust employee that I can contact is able to tell me why my first account was closed. I'm irritated by the fact that I don't know who to talk to to get my money from Suntrust and there is a total breakdown in communication between customer service and the branch. I feel like my money is being held hostage by the bank. I have bills to pay for my business that are now behind because Suntrust has my money. I really wanted to bank with Suntrust, but they wont even tell me what the problem is so I can fix it. On top of all of that, I lost my opportunity to earn the {$200.00} bonus because of the account closing, which may or may not have even been my fault.

There HAS to be SOMETHING SOMEONE can do about this!!!! How do I get my money back from these people and FAST because obviously, I NEED MY MONEY. It is absolutely UNREASONABLE to assume I can wait over a month to get thousands of dollars back. These people DO NOT deserve customers, consumers OR clients if they can't even effectively communicate among themselves. This entire situation is complete TRASH.

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