Consumer complaint received 2022-08-11
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Truist unreasonably assessed me a late fee on a credit card that was requested to be closed early XXXX, late XXXX in conjunction with my requests for closure of my checking and deposit accounts. Today, I learned that there was a balance on this credit card that I didn't even know was active- it was only two weeks prior did I receive a card in the mail from Truist - requesting for me to activate a newly issued card. I didn't think much of it, because as expressed with the Truist agent earlier, I have my regular cards I use for daily/weekly expenditures and thought this issuance was a mistake. However, I was wrong, collections called me asking to collect {$75.00} for charges that accrued two months prior from XXXX. I wasn't aware that XXXX was using my old credit card to charge trips on it, because again, I had already submitted a request to Truist for this card to be closed, AND because it would be unreasonable for me to know ALL of the accounts in which a singular card would be tied to, instead of just canceling the payment source; hence this card. 

Also, I find it troubling that I wasn't made aware of these charges until they fell into delinquency and late fees have been assessed. The agent said that I had enrolled into email statements, but I have no emails from Truist indicating a statement OR balance, nothing but servicing/promotional communications. I expressed this to the agent, but was constantly deferred to the Truist platform to update preferences and for some odd reason the XXXX XXXX XXXX - The XXXX & XXXX - but again, how would I know this, and again, why wouldn't Truist make me aware of an obligation to pay nevertheless. I have nothing but servicing and promotional communications from Truist, but no payment due, or no charges notifications in my email. 

After testing the Truist website, i found a screen to update alerts. It is all but confusing and there are one too many preferences to choose from, with no clear definitions of what the options entail OR an visual example for that preference to help ensure intent of selection. How would a reasonable or a vulnerable person be able to intelligibly navigate Truists ' platform and update alerts to get a simple communication letting a cardholder know that they have purchases on their credit card AND that they have a bill due and when AND if applicable, that they are subjected to late fees if they do not pay their bill by X date.

I would also like to know why are Truist 's fees so high and excessive. Truist charged me close to XXXX of the balance owed in late fees and interests. Excessive much? 

Given all of the facts and circumstances above, I wish to have my late fees waived and for my credit card to be closed ASAP as previously expressed. AND for Truist to revisit its opt in/communication preferences platform. Simplicity might be More.

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