Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Incorrect information on your report — Account status incorrect
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I am disputing a reported 30-day late payment of {$27.00} associated with my Truist credit card account. This was the first payment ever due on a newly opened account that I was solicited for during a drive-through banking transaction at a Truist branch around XX/XX/XXXX. The account was opened while I was completing a transaction through the drive-through and I never entered the branch, so I relied entirely on the information provided verbally and did not receive full onboarding instructions or documentation. I did not actively seek the card, refused and was pushed with a balance transfer incentive, and was not provided clear billing instructions, statements, or due date notifications after opening. My contact information was not properly verified, and I did not receive statements.

When I became aware that payment was due around XX/XX/XXXX, I immediately attempted to make payment by going to the branch and receiving instructions on how to connect my primary business checking account from another financial institution, which is where I maintain my funds. After updating my information at the branch on or about XX/XX/XXXX, I was told I could connect the account and pay online. The payment was later rejected due to an internal policy prohibiting payments from external business accounts, which was never disclosed to me prior to the attempt or when opening the account. If I had been informed that payments from my primary business checking account at another financial institution would not be accepted, I would not have agreed to open the credit card account. That restriction was material to my decision and was never disclosed to me.

I was forced to return to the branch on or about XX/XX/XXXX, and paid {$170.00} in cash towards the balance. At that time, I was told my account was in good standing. The late payment fee was removed, acknowledging the circumstances. Despite this, a 30-day late payment of {$27.00} was still reported to the credit bureaus, causing approximately a XXXX drop in my credit score.

This was my first payment ever on this account and my first late payment across otherwise well-managed accounts. I attempted to resolve this directly with the bank by returning in person in XXXX when I received my alert through XXXX XXXX, but they refused to help and instructed I make an appointment. I returned again on XX/XX/XXXX and insisted someone help me and was provided the response on XX/XX/XXXX that they are unwilling to assist and the decision stands, even though they admitted fault in person at the branch in XXXX and removed my late payment fee.

I am requesting removal of the late payment from all credit bureaus as a goodwill and corrective adjustment due to creditor communication failures, onboarding issues, and payment barriers outside of my control.

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