Checking or savings account -- Managing an account -- Complaint #4408805
Complaint Overview
Complaint ID: 4408805
Company: Truist Financial Corporation
Product: Checking or savings account
Sub-Product: Other banking product or service
Issue: Managing an account
Sub-Issue: Funds not handled or disbursed as instructed
State: New York
ZIP Code: 11714
Date Received: 2021-05-26T12:00:00-05:00
Date Sent to Company: 2021-05-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX the IRS deposited the first Stimulus Check of {$3900.00} into an account at Suntrust Bank under my name and my husbands name. We do not have an account at Suntrust Bank. On XX/XX/XXXX I conducted a search on the IRS website to see where my payment was as people around me had received their payments already. The website said it was direct deposited in an account ending in XXXX. So then I contacted the IRS to inform them that I dont have a bank account that ends in XXXX. They informed me they initiated a trace on the funds. I proceeded to call the IRS back every 30 days for an update on the trace. I was constantly told they were waiting for a response from the bank. On XXXX XXXX we received a letter from the IRS documenting that the payment was indeed deposited at an account at Suntrust. I proceeded to call Suntrust at that time. I spoke to customer service and gave them my name, my husbands name, and our social security numbers and asked them to search their system for any accounts for either one of us. They came up with nothing. After going back to the IRS again I was assigned a tax advocate from the IRS to try and help me with my case. She worked on our case from XX/XX/XXXX until XX/XX/XXXX. On XX/XX/XXXX she told me that she never heard back from Suntrust Bank after several attempts to rectify the situation, and it would now be my problem known as a civil case to deal with Suntrust Bank myself. The Tax advocate was however able to provide me with the routing number and bank account number that the funds were deposited in. I proceeded to contact Suntrust Bank on XXXX XXXX and I explained the situation, and provided the bank account information I had. The representative at Suntrust Bank was able to pull up the account but since my name, or my husbands name was not on the account they would not be able to provide me with any information regarding the account or whether the money was still there. He then proceeded to tell me that I need to contact the IRS as they would need to contact the bank to make the request. We are completely frustrated at this point as we are a year out from when this problem first started and have not made any headway. Both my husband and I really need your help with this.
Frequently Asked Questions
What is Complaint #4408805 about?
Complaint #4408805 was filed against Truist Financial Corporation regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2021-05-26T12:00:00-05:00.
How did Truist Financial Corporation respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Truist Financial Corporation?
Yes, visit the Truist Financial Corporation company profile at readthecomplaint.com/company/truist-financial-corporation to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.