Consumer complaint received 2024-10-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Late or other fees
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
Dear CFPB Representative, I am writing to formally lodge a complaint against Truist Bank for what I believe are multiple violations of the Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) regulations. I have been a customer of Truist Bank and, in the process of managing my accounts, I have encountered several issues that raise concerns about the transparency, fairness, and legality of their practices. 

On XX/XX/year>, I was charged a maintenance fee of {$12.00}, despite having an agreement with a Truist representative, as shown in the attached conversation, that my credit card would prevent any maintenance fees on my checking account. This fee was unexpected, misleading, and contradicts the information provided to me by Truist Banks representative, XXXX, during a chat session on the same day. 

In this chat, XXXX assured me that as soon as the credit card was linked to my account, no further maintenance fees would be charged. The fact that I was still charged this fee suggests that Truist may be engaging in unfair or deceptive practices by giving conflicting information to customers and then charging unexpected fees. I believe this action qualifies as an unfair and deceptive act under the UDAAP regulations. 

Furthermore, I was informed by the representative that an additional checking account had been opened accidentally. This mistake was acknowledged by Truist, but I now request the closure of all accounts tied to my name due to the ongoing miscommunication, errors, and unauthorized actions taken on my accounts. 

I am formally requesting the CFPB conduct a full investigation into my account history at Truist Bank, including a detailed review of all fees charged to my account. I also request a full refund of any fees that may have been incurred as a result of Truists deceptive practices, including the {$12.00} maintenance fee charged on XX/XX/year>. Additionally, I seek compensation for the stress, frustration, and inconvenience caused by these practices. 

I would appreciate the CFPB investigating Truist Banks practices, particularly in relation to the following : 1. Misleading information provided by their customer support agents regarding maintenance fees.

2. Unfair and unauthorized account creation without my consent or clear notice.

3. Failure to provide accurate and clear communication about the terms and conditions of account maintenance.

I am attaching screenshots of the transaction details and the chat session with the Truist representative as supporting documentation.

Please investigate Truist Banks potential UDAAP violations, and I request immediate action to protect other consumers from encountering similar issues. 

Additionally, I am requesting the closure of all my accounts with Truist Bank due to the ongoing issues and the frustration caused by their deceptive practices. 

Thank you for your time and attention to this matter. I look forward to your response and any actions that will be taken against Truist Bank. 

Sincerely, XXXX XXXX

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