Consumer complaint received 2025-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Bank : Truist Bank Summary of Issue : I deposited a U.S. Treasury refund check into my newly opened trust account at Truist. The bank initially placed a 7-day hold, which I understood. However, despite the check being verified in Truists system, Truist flagged the deposit as a CFO claim and froze my account, claiming they were waiting for Treasury/IRS confirmation . 



On XX/XX/XXXX, Truist submitted the item for Treasury review. Instead of waiting for the Treasury response, Truist notated my account on XX/XX/XXXX at XXXX AM as account closed, funds to be returned to IRS. This was contradictory, because at XXXX AM that same morning, I spoke with a Truist internal contact XXXX who confirmed they were still waiting on a response. She gave no indication that a decision had already been made. 



Later that afternoon, Truists fraud department instructed me to contact the IRS myself for verification. I did so. On XX/XX/XXXX, I spoke with IRS Agent XXXX XXXX ( Badge # XXXX ), who confirmed : The refund check was issued and valid, It had not been canceled, stopped, or reclaimed, There were no flags or holds against it. 




The IRS also provided two reference numberXXXX XXXX XXXX XXXX XXXX I returned this information to Truists fraud department, who documented it in my case file.

Despite this, Truist continued to process my account as closed with funds being returned to the IRS. This would be a wrongful action given that the check was valid and confirmed by the IRS. Returning funds under these circumstances would cause unnecessary harm to me and my trust beneficiaries. 







XXXX of XXXX Events : [ XX/XX/XXXX ] : Opened trust account at Truist with {$100.00} minimum. 
[ XX/XX/XXXX ] : XXXX XXXX Treasury refund check with branch XXXX ( Held for standard 7 days ). 
XX/XX/XXXX : Truist submitted item to Treasury for validation. 
XX/XX/XXXX, XXXX AM : Truist case notes added : account closed, funds to be returned to IRS. 
XX/XX/XXXX, XXXX AM : I spoke with XXXX, who confirmed they were still waiting on Treasury response. 
XX/XX/XXXX ( XXXX PM ) : Fraud department instructed me to call IRS for verification. 
XX/XX/XXXX ( XXXX ) : Spoke with IRS XXXX XXXX XXXX XXXX XXXX XXXX ). IRS confirmed check was issued, valid, not canceled/reclaimed, and no flags. References : XXXX and XXXX. 
XX/XX/XXXX ( XXXX ) : Provided IRS confirmation to Truist fraud department ; agent documented it. This is the agent that informed me of the notation for XXXX notated above. After giving her the details of my call to the IRS, she let me know to call XXXX and that she noted my account. I let her know how it's suspicious for an internal agent to tell me information at XXXX that contradicts the information notated at XXXX. While being told at XXXX to call the IRS. But the IRS confirmed everything to be in order.

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