Consumer complaint received 2024-01-05
Company: TRUIST FINANCIAL CORPORATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
I am writing to express my deep dissatisfaction and frustration regarding the handling of my small business credit card account with Truist Bank. I believe that the recent actions taken by the bank have been unjust and have put my financial standing at significant risk. 

My dissatisfaction primarily stems from the sudden change in Truist Bank 's online payment system, which rendered me unable to access it to make timely payments on my small business credit card account. I consistently made timely payments until I no longer had online access to my small business credit card. Despite my repeated attempts to resolve the issue by calling the customer service representatives, the situation has only escalated, and I find myself in an extremely disadvantageous position. 

On numerous occasions, I contacted customer service hotline seeking assistance with making payments over the phone. Each time, I was assured that this method was acceptable, only to find out later that my payments were not being processed as promised. This inconsistency in communication has created a significant amount of confusion and frustration on my end. 

Furthermore, my recent interaction with one of the credit card charge off collectors, XXXX, left me utterly disappointed. During a call to inquire about the unexpected placement of my credit card account in collections without prior notice, I was met with unprofessionalism and disrespect. XXXX abruptly hung up on me, depriving me of the opportunity to understand the reasoning behind this drastic measure. 

In an effort to mitigate the impact of this situation, I informed a customer service representative about my current out-of-town status, as I am actively engaged in another project and do not have regular access to my mail. I requested information via email and online access. I also requested that this information be documented in my account to prevent any misunderstandings or oversights. Unfortunately, it appears that my concerns were not adequately addressed. 

I demand a thorough investigation into this matter and a prompt resolution to reinstate my credit card account to normal standing. The unjustifiable placement of my account in collections without proper notice or explanation is unacceptable, and I expect immediate action to rectify this situation. 

I am prepared to escalate this complaint further if necessary, as I am committed to pursuing a fair and just resolution to this matter. I trust that Truist Bank values its customers and will take the necessary steps to address and rectify this situation promptly. 

I anticipate your prompt attention to this matter and a timely resolution. Please provide me with updates on the progress of your investigation and the steps being taken to resolve this issue.

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