Consumer complaint received 2026-07-14 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: NC

Complaint narrative:
On XX/XX/2026, I opened a small business account with Truist Bank. On that day, I deposited a rent check ( {$1900.00} ) and a rental Deposit check ( {$2200.00} ) as the initial deposit to open the account. When the XXXXwo checks attempted to clear, the Rent Check ( {$1900.00} ) was deposited in the account as planned. The Second Deposit check ( {$2200.00} ) was returned for insufficient funds from the account owners bank ( XXXX XXXX XXXX XXXX ). As the Business Owner, I was notified of the returned check via mail on or about XXXX XXXX. I reached out to the renter and asked them to immediately remedy the issue. They wrote a new check for the funds, and I took this check to XXXX XXXX XXXX XXXX to ensure funds available prior to cashing the check. The funds cleared as planned and I received cash for check. I attempted to deposit the cash at Truist, and was notified that Truist has frozen the Small Business on or about the XXXX of XX/XX/2026. I attempted to access the account electronically and my access to the account had been removed. A few days later I was notified on the phone that the account had been closed. Since that time I have contacted Truist Bank on 12 separate occasions asking for rent funds to be returned so I can pay the mortgage. To date, Truist has refused to return the funds and have not described why they will not return the funds. They have put in the notes on the system that they will only return the funds if I convince XXXX XXXX XXXX XXXX to send a letter on their letterhead stating they will never come after Truist for return of the funds. After being told this on the phone, I went to the local Truist Bank to get photo copies of the checks and I took the Rent check that cleared appropriately and took it to a XXXX XXXX XXXX XXXX in a neighboring town, to request a letter. XXXX XXXX XXXX XXXX said this is a abnormal request, and they can not provide a letter like this to an outside party. The Check has been written by their client and the account has been debited appropriately and there has not been a " substitute 21 check '' supplied so to them there is not a problem. They requested that Truist contact them directly. I contacted Truist and told them that XXXX XXXX XXXX XXXX has said this is a non-standard request and could not provide information about their clients account to a third party and told them they should contact XXXX XXXX XXXX XXXX directly. Truist refused to contact XXXX XXXX XXXX XXXX and has left notes in the investigation stating they will not return the funds until I get the letter. They said my other option would be to ask my renter to notify XXXX XXXX XXXX XXXX to request the funds back. I told XXXX XXXX XXXX XXXX this as well, and they said they can not request the funds back unless there was Fraud which there is no evidence of so they will not request the funds back a month after the check was deposited. To date I have spent at least 20 hours on the phone trying to get Truist to return the funds. I have requested multiple times they contact me to explain why they are received the funds. On two occasions I have received voice mails from Truist, but when I call the number back, it goes to customer service and not to the investigator. The Customer service department can only read the notes that they called and are not able to provide why they are keeping the money. To date the account had been closed for over a month and Truist refuses to explain why they refuse to return the funds or to communicate with me at all. From my perspective, this extended hold without explanation is unacceptable. At this point I have no recourse other than hire an attorney that will cost much more than the {$1900.00} that I am trying to get returned. From my perspective, this seems to be an organized plan avoid communication and make the process so difficult or expensive that consumers give up so Truist Bank can keep the consumers 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