Consumer complaint received 2025-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: TRUIST FINANCIAL CORPORATION
State: MD

Complaint narrative:
The following is the third occurrence of a problem my credit card company refuses to address which is impacting my time, my credit rating, and my finances. 
This complaint is specific to my Truist XXXX XXXX. 

Here is the problem : XXXX. On XX/XX/year> I was prevented from making charges on my card. Indeed, I was prevented from using even the other card I had with me. Both cards were declined. I had plenty of credit, I had paid all my bills. 

XXXX I was told I was declined because my payment was late. However, I had made payment a week earlier -before the due date. I had verification. 
Then was told my payment had been declined. 

XXXX. I provided all information and was told by rep that there wasn't sufficient funds at XXXX but that wasn't true. I was told XXXX likely had a " hold '' on funds on the date I paid. That was not true either. 

XXXX. No other payments made from XXXX account on that date were declined. I still had over XXXX left after making every payment. 

XXXX. On XX/XX/year> I went to XXXX bank to investigate. XXXX rep stated there was no record of Truist requesting payment. XXXX said there was no history of declining payment from my account They confirmed I had plenty of funds on the date I made payment to Truest. 

XXXX. I called Truist again. I explained to the rep that XXXX confirmed I had plenty of funds and XXXX had no record of Truist requesting payment. There was no record of XXXX declining any payments. I asked again why was Truist charging me a late charge and claiming my payment bounced when payment was made and there were sufficient funds to cover. 

XXXX. The Truist rep replied that I must have given the wrong routing or account number. That's the same feeble excuse they used twice before. 

XXXX. I know for a fact I did not give wrong numbers. The automated system takes the numbers I give and then reads the numbers back to me to ensure correctness, The prompts do not allow this verification to be skipped. After the first time this happened and I was blamed by Truist for providing wrong information, I have been very careful to listen to the numbers they repeat back to me and then saying " correct " after numbers have been repeated back. 

XXXX. The Truist reps have also given these excuses for not taking my payments, all which make it entirely my fault. : ( a ) " you gave the wrong account information '' ( b ) " you don't have a Truist bank account. If you did, you wouldn't have this problem '' did '' ( c ) " the automated system can't be relied on and you should pay at a local branch '' These excuses border on absurd. 

At no time did the reps offer to restore my ability to use my cards ( I am still blocked from using them ) nor was I provided remedy of reversing late charges and interest. Truist reps did not offer to provide credit agencies with correction. 

It is imperative this problem be investigated. No company should blame the consumer for their internal banking/ system errors,. it is very obvious, since this is the third time this has happened, Truist is not taking complaints seriously. I would like to believe this issue was just an error. But it has happened 3 times. And I would like to believe the push to sell me on their banking products every time this happens is not an intentional and pressured sales pitch to a senior citizen. I am just supplying your agency with the facts and not drawing conclusions other than there is some glitch in their system they need to fix.

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