Consumer complaint received 2024-03-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
On XX/XX/2024, I deposited a Cashiers Check in the amount of {$5800.00} into my Savings account. I even did two transfers from my checking account into the SAME savings account totaling an amount of {$50.00}. The total funds in my Savings account right now is {$5900.00}. When I went to withdraw the funds at the XXXX, NC branch, I was told that their was a block on my account and that I could go to a Truist bank in XXXX, NC to speak to a BRANCH LEADER to have it removed. I went and spoke to the branch leader XXXX XXXX XXXX ) and she explained to me that she would have the block removed the next day. I tried to withdraw my funds the next day & was told by XXXX that she apologized for giving me the wrong information. She thought I had a regular savings account. Instead, it appeared to her that I had a savings account that was automatically opened when I applied for one of Truists secured credit cards. I was told that I shouldnt even have been able to deposit or transfer funds between those accounts because the savings account was closed. That Friday, ( XX/XX/2024 ) I called XXXX back for an update and she said she would call me back but never did. She had an attitude with me that morning because she said she had a meeting and kind of brushed off my problem as well. I was so infuriated by that weekend that I filed a complaint through Truist about my experience with her. Moving along to Monday, I called the XXXX number for Truist. They explained the situation to me about the secured credit card account and said that they would need to submit a web form to the backoffice and that their response would take atleast 5-7 business. I was very upset but was patient and waited. On Saturday, XX/XX/2024, I went to a different branch on XXXX XXXX in XXXX, NC. There I met a branch leader named XXXX XXXX & she was an XXXX! She was so empathetic about my situation and I could tell her she was doing her best to resolve this problem. She apologized for all of this and told me that she would stay in touch with me until this issue was completely resolved. She has kept her word and has been emailing me back & forth since then. I truly commend how professional and diligent she is. On XX/XX/2024, I went to my local branch in XXXX, NC to try to withdraw my funds again to no avail. I was a bit irate as its now 2 WEEKS that I cant withdraw any of my money. I spoke to XXXX and XXXX who also extended their efforts to me. XXXX called me today and said she finally knows what happened. Apparently, whoever converted the old savings account to my new savings account closed not only the closed account, but the new account as well. It was told to XXXX that it would take 1 business day to get back to her about canceling the closure of the new Savings account. Tomorrow I am hoping to hear from her. Long story short, Truist Bank has been holding on to my money without clear expectation until today. I want them to be held accountable as this has messed up and made issues worse for my personal life. It is now XX/XX/2024 and I still cant withdraw all of my 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 non-monetary relief