Consumer complaint received 2024-08-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Formal Complaint Against Truist Bank for Unfair and Deceptive Practices Complainant XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank Truist Bank XXXX XXXX XXXX XXXX XXXX 
XXXX, XXXX  XXXX I am filing this complaint against Truist Bank due to a series of unethical practices, poor customer service, and financial mismanagement that have caused significant financial harm and distress. I have been a loyal customer of this bank for XXXX years, maintaining multiple business, personal, and savings accounts. However, since the merger and rebranding to Truist, I have experienced the following issues : XXXX. **Unilateral Changes to Credit Card Payment Dates : - In XXXX, Truist Bank unilaterally changed the payment dates on my credit cards without providing any prior notification. This change led to unauthorized late fees and interest charges, particularly on an account with a longstanding auto-payment to XXXX XXXX XXXX Despite reporting the issue in XXXX, the bank only credited XXXX payment and initiated a prolonged investigation. 

XXXX. **Failure to Correct Errors Despite Repeated Requests : - At the XXXX XXXX branch, a representative named XXXX contacted the corporate office to inquire why my credit card, on auto-pay for nearly 30 years, was incurring late charges. Despite being asked twice to correct the error, XXXX failed to resolve the issue for XXXX weeks. I was unjustly accused of changing the payment date, which is incorrect. This issue also affected another card with no balance, leading to months of unwarranted late fees and interest charges. 

XXXX. **Mishandling of Account Closure and Overdraft Protection : ** - In XXXX last year, I requested the closure of a line of credit and asked that my savings account be linked to my business account for overdraft protection. The banker at the XXXX Branch branch mishandled this request, resulting in unpaid checks, a missed mortgage payment, and consequent late charges. When I sought clarification, the banker was disrespectful, condescending, and blamed me for the errors, despite it being his responsibility. 

XXXX. **Unprofessional Conduct and Lack of Accountability : ** - Despite filing an official complaint against the aforementioned banker for his unprofessional conduct and failure to perform his duties correctly, he remains employed at the branch. This raises concerns about the ongoing risk to other customers ' accounts. 


Should this matter remain unresolved, I am prepared to escalate my concerns to other regulatory bodies, the media, and my congressional representatives. I will also consider exploring alternative and more trusted financial institutions to protect my money and conduct transactions. 

I trust the CFPB will take this complaint seriously and ensure that Truist Bank is held accountable for their actions. 

Sincerely, XXXX 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