Consumer complaint received 2023-03-23
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
In XXXX of XXXX I reached out to Truist to try and understand why my credit score had dropped over XXXX points after mistakenly missing 2 payments after over XXXX years of never missing a single one. I reached out on XX/XX/XXXX and a customer service agent answered. I inquired as to what happened and they informed me the auto-payment that I had setup had been changed and therefore missed a few months. I explained to the customer service agent that I had gone into the app and changed the auto-pay to a different bank, and I though I was good to go. He explained that the new information must not have taken, and I needed to re-submit my new account information. I was livid and demanded a complaint be submitted since I never received any notice in the mail or any emails, so he informed me he would submit a complaint and I would get a call back within XXXX hours. I called back the next day on XX/XX/XXXX and inquired about the complaint to be sure they had it, and the customer service woman told me that there was no complaint in the system but she would make sure to put it in there and gave me a case number. I made a payment to bring my account back into good standing, made sure to setup an auto-pay with customer service on the phone, and then waited for the phone call. I never received any call back. I called again on XX/XX/XXXX and asked to speak with a supervisor and XXXX named XXXX called me back. I spoke with her in depth about how frustrated I was that the auto-pay had missed seemingly because their Truist app did not work when I had entered my information. She refused to believe that there was any error in their app, and that it must have just been my user error that caused the auto-payments to not get re-setup. I find it extremely frustrating that their technology didnt work and I paid the price through fees and my credit score, but she basically told me there was nothing they could do. I made another payment on the phone on XX/XX/XXXX to cover the second month I needed to pay since they said my new auto-payments couldnt start immediately and had a 2 month waiting period before they kicked in, so I thought next month ( XXXX ) it would get taken out like it was supposed to be Well XX/XX/XXXX I incurred a late fee charge since the Auto-Pay had not been setup. I called again on XX/XX/XXXX and made a payment, and asked them to reverse the late fee of {$38.00} which they agreed to and did as well as re-enrolled me in XXXX. Auto payment came out in XXXX as it was supposed to and continued to do so until XXXX when I transferred the majority of my balance and paid the small remaining amount to zero my balance with Truist. In XXXX I had been dealing with fraud that happened to me at another bank, and accidentally had that bank reverse a {$160.00} payment to my Truist account, so it showed back up on my balance with them. Thinking that the {$160.00} was not on the balance of my Truist account since I had not spent any money on that card, I incurred another late fee of {$27.00} since my minimum payment of {$27.00} was drafted from an empty account ( the one with fraud ) and charged back to my Truist account. On XX/XX/XXXX I spoke on the phone to customer service again, and they would not waive the fee. I admitted that it was my fault for not realizing the {$160.00} charge back was an actual payment I had made to Truist from my other bank account dealing with fraud, and I paid the balance and the fees to bring my account back down to {$0.00}. I was told that if I went into the app and Locked my card I would not incur anymore charges and my account would remain at {$0.00}. On XXXX XXXX I had a charge go through for a subscription based service on my Truist account. No one had ever told me to be sure to change all of my subscriptions off of this account or it would still hit. Truist attempted to pull my auto-payment from an account with {$0.00} ( the one I had the fraud on ) on XX/XX/XXXX and I got a charge back and late fee of {$27.00} on XX/XX/XXXX. I called them XXXX and spoke to XXXX different people before finally being told that they will not refund the {$27.00} late fee, since back in XXXX of XXXX they had already reversed one. I asked to get a supervisor to call me back, and am still waiting on that. 
The customer service from Truist has truly been a joke. I was hung up on today and several times in the past, transferred to the wrong department, and had the last woman I spoke to tell me she was a supervisor because she was supervising my account right now. The fact one if their reps would mock my intelligence like that is repulsive, and I will be closing my account with them and leaving as many reviews about my experience as I can. My hope for this letter is to shine light on the unfair and seemingly deceptive practices of this institution, through faulty software and malicious late fees. I have been diligent about tracking the phone calls and who I've spoken to along the way. I have names for almost all of the customer service agent 's and managers I've spoken to I can provide if necessary. Phone records on my end are split between two phones with the same number, but that can be retrieved if necessary as well.

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