Consumer complaint received 2025-02-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
Truist has held my funds, for no valid reason, for 30 days. 

Here is a timeline of what occurred : XX/XX/year> - I opened a Truist Checking and Savings account XX/XX/year> - I deposited my first payroll check in the amount of {$3800.00} that was issued by my employer on a XXXXXXXX XXXX check number XXXX and dated XX/XX/year>. ( see attached ). 

XX/XX/year> - I walked into the XXXX XXXX Truist Branch to inquire about the funds being held. I had the original check with me to present to the branch teller. She referred me to the Truist Branch Leader XXXX, XXXX XXXX, who informed me that my account was in the process of being closed as the check I mobile-deposited was flagged as fraud. I presented her with the physical check and paystub and explained it was an error. She proceeded to inform me that I would never be able to bank with Truist because of the fraud flag and said I would receive a letter in the mail from Triust with more details. I was humiliated and devastated to hear her talk to me like a criminal. 

I walked to the XXXX Bank branch located next door and asked to speak to a manageXXXX to ask why the check was flagged as fradulent. XXXX XXXX XXXX manager, XXXX XXXX, reviewed the check and his system and confirmed the check had indeed cleared and was legitimate and that the funds had already been disbursed to Truist. He walked with me to the Truist Bank ( next door ) to explain to XXXX XXXX that he verified the check and account and that the funds were " good '' and there was no problem with the check from XXXXXXXX XXXX XXXX XXXX XXXX, said that this issue was happening more often lately with mobile deposits and that there was nothing she could do to help me. She recommended I submit a claim requesting the funds back from Truist. I returned to the XXXX XXXX to draft a letter of explanation with XXXX XXXX and submitted it to XXXX XXXX XXXX XXXX to request my funds back. 

XX/XX/year> - I noticed the funds were no longer on hold in my Truist mobile app so i went to the branch to withdraw the funds. I was informed that the Truist would not release my funds to me because of the fraud flag that I had to file a claim through XXXX to get my own money back. 

XX/XX/year> - My Truist App no longer recognizes me. I am unable to see my Truist accounts or the {$3800.00} funds that they are holding. 

XX/XX/year> - I submitted a XXXX Complaint against Truist and no response or resolution has been received. I submitted the attached letter from XXXX, my letter of explanation, and a copy of the check deposited to Truist 's XXXX contact. That support was enough to confirm that the funds were legitimate and requested to have the funds returned. No response or resolution has been provided. 

XX/XX/year> - I received a letter in the mail from Truist dated XX/XX/year> informing me that my Truist accounts have been closed and the {$3800.00} I had in my account was debited due to Hold Harmless. I reached out to XXXX XXXXXXXX XXXX XXXX to see if they had received my funds back from Truist. He was not able to locate them in his branch or through his Fraud Department. 

XX/XX/year> - I reached out to XXXX to see if they had received my funds back from Truist and he informed me that they have not been received. I asked my employer to see if they received the funds back and they did not receive them either. 

XX/XX/year> - I contacted Truist to confirm if they still had my funds and they could not confirm. They believe the funds were returned to XXXX but could not provide me with any details about the form of refund ( check, ACH, Wire ) or any details as to where the funds were sent if via check. 

I am writing to formally express my frustration and seek immediate resolution regarding an unjustified hold on my funds by Truist Bank. For the past month, Truist has held {$3800.00} of my money without providing a legitimate reason. Despite my repeated inquiries, I have yet to receive an explanation for what triggered the fraud alert that led to this hold. 

According to XXXX XXXX, the Truist Branch Leader, the bank is routinely holding customers ' money for extended periods without clear justification. As the 5th largest bank in the U.S., one must ask, how much profit is Truist making at the expense of everyday citizens facing unnecessary financial hardship? 

I have done nothing wrong, yet I am being penalized by the banks mistake. This situation is causing me undue stress and financial strain, and I am left wondering : How do regular citizens like me seek justice when a powerful financial institution withholds our hard-earned money without cause? 

I am requesting immediate action to release my funds and a clear explanation for why this hold was placed in the first place. It is both unfair and unacceptable that my money has been inaccessible for an entire month without resolution.

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 monetary relief