Consumer complaint received 2026-01-11 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: GA

Complaint narrative:
Truist XXXX Credit Card Improper Late Fees & Deceptive Autopay Practices To : Truist Bank, XXXX. 
Attn : XXXX Resolution / Customer Advocacy From : XXXX XXXX XXXX Account : Truist XXXX Credit Card ( on file ) Amount in Dispute : {$1200.00} XXXX formally demand the immediate reimbursement of {$1200.00} in late fees ( and the resulting interest charges ) improperly assessed on my Truist XXXX credit card account. 

These fees were caused not by any failure to pay or maintain funds, but by Truists misleading autopay system, inadequate disclosures, and servicing failures. 

This issue was entirely preventable. 

Basis for Demand 1. Autopay Was Set Up in Good Faith - Truist encouraged enrollment in autopay. 

Autopay was configured for the XXXX of each month, which was the actual due date at the time of setup. 

Payments were drawn from a Truist account with sufficient funds. 

2. Truists Autopay Communications Are Misleading by Omission - Each month, Truist sends an autopay confirmation email stating : Please make sure there are enough funds in the account youre transferring from to avoid any overdrafts or other fees. 

Notably, this communication : Does not state the actual credit card due date, Does not warn that the due date may fluctuate, Does not alert the customer if the scheduled autopay date occurs after the due date, Directs attention exclusively to account funding, despite funds never being the issue, This omission is material. Truist emphasizes avoiding overdrafts while failing to disclose the true cause of late feespayment timing relative to a shifting due date. 

3. System Design Actively Creates Consumer Harm Truist allows customers to select a fixed autopay date despite knowing due dates vary.

Truist controls both the funding account and the credit card account.

Truists app does not clearly disclose conflicts between autopay date and due date Truist continues to assess late fees even after the issue is reported.

4. Truist Failed to Correct the Problem After Notice I contacted Truist to report the issue, I was advised that it was my fault because I set it up but that it would be corrected, however, late fees continued to be assessed. The autopay system remains unchanged and misleading. 

Regulatory Standards Implicated ( UDAAP ) Truists conduct raises serious concerns under the Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) standards enforced by the CFPB : Unfair : Fees resulted from Truists own system design and disclosures ; the harm was not reasonably avoidable by the consumer. 

Deceptive : Truist omitted material information about fluctuating due dates while promoting autopay as a safeguard. 

Abusive : Truist took unreasonable advantage of consumer reliance on its autopay tools to avoid late feestools that failed to function as represented. 

Truists autopay system and communications failed to disclose critical information while profiting from the resulting confusion. 

This issue was entirely preventable, and I look forward to a prompt resolution. 

Thank you for your attention to this matter. 
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