Consumer complaint received 2026-01-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: SC

Complaint narrative:
I had opened an account in XX/XX/XXXX with Truist Bank. I had deposited IRS check which was my tax return back in XX/XX/XXXX I was told that it would take XXXX business days for the check to be cleared within the XXXX business days when I logged into my online banking I noticed that they had clear half of the check which was {$5000.00} so I opened a savings account so I could transfer some of the money to the savings account. When I try to login to my online banking, I could not get in so I went ahead and I called the bank. They told me that they had blocked me from my online banking and my account is freeze because of fraudulent activity that the check was fraudulent. And they need proof of my Social Security number tax transcript for them to release the funds. I went ahead and I contact the IRS and and I explained to them what was going on with the bank that they said the check was fraudulent and they need proof from the IRS that the funds is actually mine which IRS find the situation ridiculous at the time. They went ahead and they sent me out the transcript I gathered all the information that the bank wanted and I took it to the nearest branch and the bank manager at the time scanned all the information into their system, and I was told that I would get a response in XXXX business days. I waited for the XXXX business days and gave them a call. When I called the fraud department, I was told that XXXX XXXX, which was the analyst at the time that was Angle in my case stated that the address that is on the check does not match the address on my ID card and they needed proof that I stayed at that address that was on my check. I explained to them that the address that is on the check is my brother address and thats the address that I use to file my tax return because I was in the process of moving from XXXX XXXX XXXX XXXX  at the time she then stated that she needed something with my name that attached to that address I made a copy of my insurance cause my insurance for my vehicle was in that same address that was on the check which is my brothers address so we were both on the same insurance and also his wife I was told that I had to wait XXXX business days for XXXX XXXX to respond. She didnt respond and said that she needed more information a copy of my social my ID a transcript from the IRS and I gathered all the information that she asked for and brought it to the bank the bank manager at the time scanned all the information into the system, and she found the situation very ridiculous. She stated that she dont understand why the bank is holding on to my funds when I have all the proof here showing that the check is not fraudulent. I waited XXXX more days then I called the fraud department. They told me that they are closing the account and whatever funds I had in the account at the time which was {$15.00} theyre going to send it to me in a check by mail and my funds from the IRS XXXX which was XXXX theyre going to hold it into a secure account until they hear from the IRS. I never receive that {$15.00} check up until this day. I went ahead and I called IRS and I explained to them the situation they went ahead and sent a referral back in XX/XX/XXXX and they told me that the bank have XXXX  days to respond to them. I waited a XXXX and then I called back the IRS. The IRS told me that they have not get a response back from the bank. I went ahead and I call the bank and I explained to them that I had called IRS and IRS had sent a referral out to them and they they haven't received. I was going back-and-forth with the bank and which IRS IRS sent out XXXX referral to the bank and still nothing. It gets to a point where the fraud department told me that they sent the money back to IRS and I should not contact them back about this matter. I should contact IRS. I did exactly what they said and I called back IRS IRS have not received anything from the bank so I went ahead and I called back bank and every time I call the fraud department I get someone different and also a different story. I was told that they already send the funds to the IRS and then I was told that theyre holding onto the funds in a secure account and waiting for a response from the IRS at this point this been going on for almost a year now I was told to file a complaint with the FDIC which I did and I receive a leather in the mail XX/XX/XXXX from Truist Bank stating that the account has been closed and theyre holding the money in a secure account and I should contact IRS and give them and provide them with a lead number that they had provided on the letter. I called IRS and I explained to them what was on the letter with the lead number and they told me that they have no way of putting a lead number in their system to find the funds the only thing theyre showing in their system is that they mailed out my tax refund to me back in XX/XX/XXXX and I was told to file an appeal with the FDIC for them to look further into this matter. At this point, Im getting very frustrated because this been going on for a year and Ive been going around and around in circles and I just dont understand why Truist would not release my funds. I provided all the information they asked for and at this point, I dont know what to do.

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