Consumer complaint received 2024-07-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
On XX/XX/2024 I opened an account with Truist Bank online after being induced to do so with a {$400.00} offer, through their website. I downloaded their app and deposited my payroll check from my corporate employer that same day. I was informed that there would be a 10-12 business day hold on the check, which I found to be excessive for a non-personal payroll check but I understood. On XX/XX/2024 I recieved my bank card in the mail from Truist and I also revieved a letter dated XX/XX/2024 stating that my account was frozen for fraud purposes, and that no further actions would be allowed to be posted to my account. This is problematic, as Truist accepted a payroll direct deposit to my account on XX/XX/2024 before I was ever aware there was an issue ( payroll from the same employer ). Additionally, no transactions were made on my account besides funds being deposited. As soon as I became aware of the issue I attempted to call the provided fraud hotline number without success, as they are closed on weekends. On XX/XX/2024 I attempted to call the provided number and was met with a rude employee who refused to provide any information except the account was frozen and told to call back later that day. When I called back again later that day, I was told that the issue would be sorted " tomorrow '' and to call back. They were not able to tell me why they accepted the direct deposit despite the account being frozen. On this same day, the mobile payroll check I had deposited on XX/XX/2024 cleared and posted to my account. I additionally told the employee that I had retained the physical copy of the check and would be happy to bring it to the local branch in person. On XX/XX/2024 I called back again to be provided with no information on why my account was frozen, and no answer why the direct deposit went in. I was again told to call back tomorrow and my issue would be resolved. On XX/XX/2024 I called the hotline back again and was given the same run around and told to call back tomorrow. Also that day, I revieved an email from Truist on congratulating me on being elidgible for their {$400.00} account opening offer. On XX/XX/2024 another payroll direct deposit was posted to my supposedly frozen account ( same employer ). I called the hotline and given the same non-answers, however this time the person I spoke to told me to go to the local branch and they could assist me with dealing with the fraud department. They could not tell me why direct deposit was still being allowed in, and would not release ANY of my paychecks despite them being cleared and posted to my account. On XX/XX/2024, today, I took 2 hours off work causing me to lose 2 hours of overtime pay to attend the branch in person. On attending the bank, the teller XXXX was unable to assist me and instead I was assisted by Team Leader XXXX who listened to the issues and reviewed my account. She agreed that she saw no evidence of fraud, and agreed that my mobile payroll check had cleared and posted to my account and that both payroll direct deposits from the XXXX and XXXX had cleared and posted to my account. I brought the physical copy of the check with me to the bank to be inspected. XXXX was not able to get any clear answers from the fraud department either, except they told her that my account was going to be closed. This was the first time that I had heard anything of the sort. I still do not understand why my account is being closed. I do not understand why my money is being held. I can understand the business hold on the check from my corporate employer until it cleared. I do not understand how a check can be both fraudulent yet also cleared and be posted to my account. Those statuses are mutually exclusive. At this point it feels like Truist is attempting to steal {$2600.00} from me. I am being prevented from paying my bills. I am being left with no money to survive on. While XXXX tried to help as much as she could, she informed me that Truist would finish thier investigation ( into my already cleared payroll funds ) betwen " sometime next week '' and 30 days. Then 14 days after that that they might cut me a cashiers check for my account balance and close the account. This is unacceptable in any regard

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