Consumer complaint received 2025-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
I first noticed an issue with using my debit card on XX/XX/year>. I contacted the Truist phone number, XXXX, in order to figure out why I could not use my debit card and why I could not pull funds from my bank account. I did not get much information, so I called again the next day on XX/XX/year>. I ended up with a case number and was directed toward another Truist number, XXXX. I did not get a whole lot of information then either. My account was experiencing issues with payments like XXXX and XXXX XXXX I was not told why exactly, so I was confused. I then waited a few days to see if the issue would resolve itself and after, I decided to call another truist number : XXXX. This time, I was told exactly what happened with my account by the truist people. They said that someone had tried to deposit fraud checks through an ATM into my account. The truist people told me the amounts that had been attempted to be deposited. The amount that kept being mentioned was the {$4000.00}. I was confused because I did not see those transactions on my account and had my physical card with me. I was asked if anyone else had access to my account but me. Initially, I responded " no '' and then realized that my mom did because my account is under her. She helped me get my bank account when I was a minor. The truist person I spoke to told me to talk to my mom to find out more information about this. I told my mom that someone tried to deposit fraud checks into my account and so it would be closed and I would get mailed a check. My mom felt bad for me and was surprised. She was wondering how my information got compromised. I told her that I did not know because I kept my card on me and did not leave my information just lying around anywhere. She asked me if I was sure it was my account that was the problem. The truist customer service person I spoke to had said it was my account, which is what I told my mom. I assumed that it was mine because they told me it was. My mom did some looking around, and then my mom saw that my brother 's ex-girlfriend, XXXX, had a {$4000.00} transaction on her account. My mom had helped XXXX get a bank account when XXXX was a minor because she had asked and I guess no one else would help XXXX. Once I heard that the {$4000.00} transaction was on XXXX 's account, I called the truist people back at the last number I used. I told them the situation and gained more information. Apparently, charges had been placed on XXXX 's account for the amount of {$190.00} twice by some entity under the name XXXX something. I can't remember the exact name. Another source did the {$4000.00}. Truist blocked both those sources. The reason my account was affected is because both XXXX and I are under my mom because she helped both of us get a bank account as minors. It did not make much sense to me though because XXXX and I do not have the same account. We are just under the same person. Somehow, the original customer service person thought my account was XXXX 's account, but I had known it did not sound right because I did not even see any fraud transactions on my account. I just saw the app payments and food ordering that I did. From there, I knew there was some type of mixup between my account and XXXX 's because there was no {$4000.00} charge or any {$190.00} charge. This situation stressed me out a lot because I was XXXX ) unable to access my money and XXXX ) was never contacted by truist over phone or email in order to tell me that my account would be closed. They just left me to figure it out on my own. The first issue with me not being able to access my money is that I do not have a car. I use Uber/Lyft to get around and since I did not have access to all my money, I could not use it to pay for rides. I was stuck inside my house or had to ask other people for money or rides. I had to ask my mom to give me money for my rent. Not having access to my own money made me quite vulnerable and stuck. And without knowing that would happen because I was not even contacted by Truist, I could not even prepare for it. Also, my rent, which is {$930.00} plus {$1.00} processing fee, gets paid at the end of the month. Because of this mishap, I had to pay fees for it not being on time. All because Truist decided to close/freeze/block my account without differentiating between the XXXX accounts : XXXX 's, my mom 's and mine. I found out through a truist phone call that they mailed XXXX a check for some pocket change amount ( XXXX cents, I think ), which was preposterous given that her account was the actual account that had the fraud in it and neither me nor my mom have the money from our accounts to this day, XX/XX/year>. In fact, I have just found out today that my account is frozen, which has now prompted me to file this complaint because I had previously been told the check was in the mail. It has been almost a month since all this started and Truist still has my money. Also, I was a XXXX recipient and had originally had it so that the XXXX money would be sent to my Truist account. As a result, my money was sent there and so now, Truist has the original {$950.00} that was already in my account plus the {$1000.00} I got from my grant. I was told that a check would be mailed in 14 days and have yet to see it. What is quite concerning is that money can still be sent into my Truist account, so instead of having that blocked off, whatever money that I can't remember to redirect will be directed toward that frozen account.

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