Consumer complaint received 2026-01-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: TRUIST FINANCIAL CORPORATION
State: MS

Complaint narrative:
Subject : Formal Complaint Regarding Unexpected Credit Card Lock and Service Failure To Whom It May Concern, I am writing to file a formal complaint regarding the handling of my Truist XXXX XXXX XXXXXXXX XXXX XXXX and the serious inconvenience and embarrassment it caused. 

XXXX XXXX XXXX XXXXXXXX XXXX, led by XXXX XXXX, worked an entire weekend renovating my bathroom so the space could be usable again. On XX/XX/XXXX, around XXXX XXXX.I attempted to pay XXXX using my Truist XXXX XXXX XXXX The transaction was declined multiple times, despite repeated attempts and correct entry of the card information. 

I did not receive any text messages that allows me to approve a transaction they may think as fraud. Truist didnt send an email, text, phone call or nothing explaining the issue or how to resolve it. Truist had me sitting in front of XXXX XXXX like a XXXX. I had to call Truist myself on a Friday evening trying to figure out what happened. A representative informed me the card had been flagged for potential fraud stated that once I verified my identity with the fraud prevention team, the issue would be resolved.

The fraud prevention team contacted me, I verified my identity, and I was EXPLICITLY told there were no restrictions or fraud alerts on my account. However, when I attempted to use the card again, it was still declined. This situation was extremely embarrassing, especially since the card was intended for business renovation expenses.

Because of this failure, I had to scramble and use another credit card to pay the contractor. My XXXX  XXXX card worked without any issues, which further highlighted the problem with Truists handling of my account. 

When I contacted Truist again on Tuesday, I was told my card had been TERMINATED and that nothing could be done, NOTHING. I just lost my credit limit, lost, funds to help renovate a property all because of the lack of fraud verification. No crime was committed, no foul play was engaged. I was instructed to wait for a letter explaining the situation. When I finally received the letter it did not did not provide a detailed explanation or justification for the termination. 

This situation reflects a lack of communication, transparency, and reliability. As a business customer, I depend on my credit card for essential transactions. Truists failure to notify me, resolve the issue promptly, and provide a clear explanation has caused financial inconvenience and reputational embarrassment. 

I am requesting a full written explanation of why my card was locked, why I was not notified, and what corrective actions Truist will take to prevent this from happening again. If this matter is not resolved, I will escalate the complaint to the Attorney General and other consumer protection agencies. 

Thank you for your attention to this matter. 

Sincerely, XXXX 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