Consumer complaint received 2025-08-22 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
In XXXX, I attempted my car-loan payment with Truist Bank using their automated phone payment system for the first time. Ive always paid by speaking with a live representativenever had any issues before. 

That night I was disconnected at least XXXX times before finally getting through. When the payment did go through, I chose my XXXX Bank checking accountused successfully in the pastbut Truists system coded it as a savings account. Because of this, XXXX returned the transfer with the note account not found. I do have a valid checking account, and this was clearly an error on Truists part, not mine.

Upon discovering the issue, I immediately re-submitted my payment and brought my account current. Yet Truist wrongly treated that momentary misprocessing as a returned or late payment. 

When I called for help, I was told collections would not accept inbound callsthey only make outbound callsand that I needed to dispute the matter myself via the credit bureaus. I found this unacceptable. As a longstanding Truist customer, I felt insulted and let down. This error could have been corrected internally, but instead Truist placed the burden on me. 

I have since sent dispute letters to XXXX XXXX XXXX XXXX, and a formal notice to Truist indicating that Ive also filed a complaint with CFPB and plan to leave public reviews detailing what happened.

I request that Truist : 1. Fix its records to reflect the XX/XX/year> payment as timely.

2. Contact the credit bureaus to remove any negative reporting associated with this.

3. Provide written confirmation that corrections have been made.

4. Ensure no further negative reporting results from this incident. 
Timeline of Events ( For Reference ) XX/XX/year> Attempted XXXX auto loan payment via Truist automated phone system. Disconnected at least 5 times before getting through. Payment incorrectly coded as savings instead of checking. 
XXXX XX/XX/year> XXXX XXXX returned the payment as account not found because of Truists system error. 
Same period I immediately re-submitted the XXXX payment ; account brought current. 
XX/XX/year> Truist representative told me collections only make outbound calls and that I should just deal with the credit bureaus. This was unacceptable because Truist could have corrected it internally. 
XX/XX/year> Dispute letters sent to XXXX XXXX XXXX, and Truist ; CFPB complaint filed. 
Present Concern remains that this error may still appear as a false delinquency on my credit reports. 

Documented Pattern of Issues with Truist Automated System Other Truist customers have reported very similar problems : XXXX Complaint : I began having problems paying my note through the automated system. My account number was rejected. 
CFPB Complaint : That phone call was disconnected. The same Truist number called back XXXX different times, each time the line was silent. 
XXXX ( TruistBank forum ) : Theyd done some system updates to the auto-payment system that accidentally cancelled auto-payments. 

These complaints show that my experience is not isolated but part of a larger pattern of failures with Truists automated system. 

Supporting Evidence of System Problems Numerous other Truist customers have documented failures with the automated system, including disconnections, rejected payments, and incorrect account coding. ( Examples : CFPB consumer complaint records, XXXX  complaints, XXXX consumer forum posts ). This demonstrates that the XX/XX/year> incident on my account was not a result of consumer error but is part of a documented pattern of system malfunctions at Truist Bank.

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