Consumer complaint received 2025-12-03 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: VA

Complaint narrative:
This complaint is with Truist Bank. 

On Sunday, XX/XX/XXXX, while looking at my account statement, I noticed that I had what seemed to be duplicate payments made from my automatic payments going back to XXXXXXXX XXXX. One payment was at the end of the month and a payment of the same amount would be processed a few days later, in the beginning of the following month. ( For example, {$7.00} automatically paid on XX/XX/year> and {$7.00} on XX/XX/year> ) I called customer service to ask what to do about these duplicate payments, and they agreed that I had duplicate payments and said I should report it with the checking account it came from ( XXXX XXXXXXXX ). 
I didnt think Truist actually wanted me to report it them as fraud with an outside bank, so I went to my local branch on XXXX, XX/XX/XXXX, and asked them to review my statements. They also determined that I had been charged twice for several months from looking at my statements, but the banker said it would balance out on my next statement. I have my XXXX XXXX XXXX statement that we printed out included in the scanned documents. 
I was skeptical of this since it appeared to be an issue for XXXX months and it had not balanced itself out, so I reported the duplicate charges as fraud with my XXXX XXXX account, as originally suggested by the first customer service representative I spoke with. My duplicate payments were returned across multiple days in early XXXX. 
When I signed in to my account later in the month, expecting it to be resolved, the payments were back on my account, with three added late fees. 
Before I called again, I put the numbers in an Excel sheet, and saw that I had not been charged a double amount, but they way they had taken it made it seem that way, and two of their own employees were also under that impression. 
I called on XX/XX/XXXX to have them remove the late fees, as I had no issue with paying the amount of credit owed, but I would not have had a late fee if they had realized the error on their end to begin with, since I was on automatic payments. They said that I had to make a payment to get my account out of collections before they could removing the fees. I paid {$56.00}, which would have covered one of the {$27.00} late fees and the {$27.00} minimum payment. 
I called again on XX/XX/XXXX, and spoke with a manager this time, but she once again told me they couldnt do anything unless I made another payment, so I paid {$27.00}, which was listed as the minimum amount. I was trying to not pay the entire balance so that the late fees could be removed. 
I planned to call again on XX/XX/XXXX, but decided to check my account to see if it was still being flagged as frozen before spending another hour of my life on hold, and saw that it indeed was, so I paid another {$27.00}. I noticed then that my credit card had been canceled. 
I called a final time on XX/XX/XXXX, where they agreed to remove one late fee, but not all of them. I had clearly reached the end of the line of their customer service, so I paid the final balance on XX/XX/XXXX. 
However, in the meantime, they flagged my credit card as unpaid to the credit bureaus, so my credit score has taken a hit. 
They also closed my checking account without my notice, which led to {$5.00} maintenance fees on my savings account. 
I closed my savings account with Truist on XX/XX/XXXX in person. I asked the teller if I could recieve paper statements, but they said I would be charged for them, so I did not receive them.

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