Consumer complaint received 2025-06-27 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: FL

Complaint narrative:
I filed for Social Security XXXX back in XXXX due to post COVID issues, and I was just approved this year. I received my US Treasury check in the mail, which was a large check because it was my back pay. I went to Truist to open an account and deposit my check. They gladly set me up and told me that because the check was so large I would only have {$6500.00} available the next day and then the rest 6 days later, but they said I could use XXXX through the account with a daily limit of {$2500.00}. I did not yet have a bank card because that had to come in the mail. So, the next day I was able to get into my banking app on my phone and as they said {$6500.00} was available. I XXXX  out {$2500.00} to pay bills and such and then the next day XX/XX/XXXX my account was locked. I called up Truist and they told me my account had been flagged as suspected fraud and that I had to call the fraud department, which I did. They were not very helpful they just told me that the check had been flagged and that I would have to wait 15 days for early warning services ( which is a third-party service they use for fraud ) to do their report. I made many phone calls for updates and appearances to the bank and every single time I was disregarded and not given any information. They decided to completely close my account for whatever reason, they never gave me a reason as to why they did so and they said in order to get my money I would have to get them some documents so I supplied them with the proof that the check was indeed not fraudulent, I took them my letter of award from social security and my address verification which is what they said they needed in order to reopen the case because now my money was supposedly in the recovery department ( they told me this on XX/XX/XXXX. It is now XX/XX/XXXX, and they are saying now my money is in the back-end analysis unit which according to them has no contact information, so I am unable to reach out to them for updates. I did contact social security to see if they could put a cancellation on the check and reissue another one, but they told me that Truist cashed the check. At this point it looks like I donated a huge amount of money to Truist. I am unsure where to go from here, as I stated, I provided them with the information they requested, the people that work at the bank branch refuse to give me any further information besides the fraud contact number, which is useless to me. This money was going to be a life-changing opportunity for me, a way to rebuild what was lost when I became ill with COVID back in XXXX. I just want what is rightfully mine and I feel like the way this whole situation has been handled was completely unnecessary and uncalled for, I trusted Truist, and they let me down and continue to do so every day they unrightfully hold my money.

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