Consumer complaint received 2025-08-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
In XXXX of 2024 I tried to deposit a check that I got from my tax prepared person. I went to court for my apartments XXXX XXXXXXXX in XXXX ga and was ordered to pay a certain amount or I would be put out. I received my check from my tax prepared person. I deposited the check in truist account that I have. The check cleared the next day. I went and got a XXXX cashier 's check for my apartments and I gave it to my apartment complex ( XXXX  XXXX ). Soon after that my account was on hold for fraud. That's fine I can wait the 7-10 days like they told me. My son at the time was XXXX XXXX XXXX and have severe XXXX. ( The highest level is 3, he is level 3 ). He needs round the clock care 24/7. When I called truist and waited the allotted time they told me they were closing my account due to fraud. There was no fraud. Truist on a monitored and recorded call told me they have investigated the check and it's fraud. I asked them to contact my tax preparer or the IRS. I called days and nights about this I screaming, crying, yelling I was so overwhelmed because how can the check be fraud from the IRS. My tax preparer also asked if she could speak to them they stated that they didnt need to they did an investigation and it was final. I spoke to a supervisor in the fraud department and she stated to me that truist is holding all my funds and closing my account due to fraud or fraud activity and they will not reopen or give me any money back. The next couple of weeks I waited and called again. Now my car note and insurance is due. I couldn't but food for my kids. Again my son at home is XXXX with level XXXX XXXX and we don't get any food stamps or anything because I work and make too much. I asked my mom to wire me some money in that same account and they took that as well. Her name is XXXX XXXX. She also has truist. I called them again and they told me that my account is closed and they know I intentionally did this. Remember I'm still under eviction. I had to borrow money my car got repoed and I had to rent a car. So I had to use excess money from other people getting loans and etc. I have a son who just turned XXXX at the time and I pay for his college education. I was behind on that as well. He stayed in a college home that I have to help pay for because school doesn't pay it and he got put out as well because of this madness. I had no account for my money from job to come to because I'm an independent contractor. I went inside the branch and they couldn't do a thing for me. Finally I called truist again I got a nice lady on the phone and she heard my son screaming in the back ground and yelling I was crying and pleading with her to help me. This is months later. She said she can't promise me anything but she will resubmit it again so they can view it again. I called the IRS and they put notes on my account that this was going on. Now after months is screaming yelling on the verge of getting out I kept telling them to call the IRS and I have all the paperwork from my tax return so they could see and call XXXX XXXX the bank the check was written on and ask them if it was fake just call and do this the right way. Finally truist called me and said they will reopen my account and issue me a new debit card and they are sorry. It was an error. This caused me so much hurt and pain. I don't have my car anymore nor my good insurance company I had. My son had to move in a different student housing. I had to pay so many late fees because I was behind on so many bills and I was going insane. The craziest thing is all they had to do was verify the check. I was told the system made an error but I lost so much in that time frame because of your system! They need to compensate me and family we have went through XXXX. They reopened my account with the same account numbers but gave me a different card. I spoke with the customer resolution team and they stated that they didn't owe me anything and will not be compensating me at all and told me good luck! Truist needs to pay for this an all my time my heart ache and pain. We had no food or car to get back and forth to therapy appointments for my son.

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