Consumer complaint received 2022-11-24
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I applied for the Truist XXXX Credit Card due to the 12 months 0 % APR offer for new customers in XXXX XXXX XXXX  and was approved. I soon received the card and setup my online access by following the instructions laid out on the website. I was able to gain access with all my business information present. I start to make some purchases and noticed that the payment due amount is not updating, nor is the due date for the payment. I have credits coming into the account due to refunds, so it appears that the credit is taking of the payment due, based on the language found on the dashboard of my account. Not only is there no payment due, but a negative number is there with the refunds in place. I have business credit cards from XXXX XXXX, XXXX XXXX, and XXXX XXXX XXXX  -- all current and no late fees or delinquencies -- and the method that Trusit uses to display what is due was needlessly confusing. But I am going with what they are showing me on the dashboard, so I think nothing of it at the time. 

I receive billing statements in XXXX to my home that is showing me different figures from what the website is showing me. This includes a late fee and a finance charge. I immediately call Truist customer support to get to the bottom of this and after walking them through the website and showing them the discrepancies, they informed me that the webpage I am going to was not the right one. I needed to go to the Admin page to see the " full '' account. How can that be accurate, I asked. The page that I have been going to, has my name, the business name, the last four numbers of my credit card, and the credit line ( not to mention the purchases made so far ). The agent told me that the site is needlessly confusing and the process has not been adequately documented for new customers so that they don't run into this issue. Since I was not the first to complain about this, that they would reverse my late fee. I told them that they truly need to address this issue, but that I am glad the late fee had been reversed. 

My next billing statement arrives and see finance charges again. I call in again in XXXX XXXX XXXX and tell them that my 0 % APR should not be gone due to an error of their own doing. They agreed and said that it would need to go to a business analyst that can make the changes. No reference number was given to me, but I took them at their word. A week went by and no word, I called back and the agent stated that they could not find any work being done on my request, but that they would start this process and get it resolved. I could not take their word for it this time ( especially since they couldn't provide any reference number that they can prove that this is actually being looked into ). I decided to now take this fight to consumer protection agencies and will exhaust every avenue that I have at my disposal as a customer. I have found many stories like mine with this company, and I am in the process of taking this to the local news in my area to get the word out.

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 monetary relief