Consumer complaint received 2025-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
My name is XXXX XXXX and my address is : XXXX XXXX XXXX XXXX XXXX TN XXXX. I have been your client since 2016 and you have never had any problems with me or my bank account. Because of you Truist Bank, my internet and cable TV were disconnected yesterday. Starting tonight, I will not have electricity, water and gas which will be disconnected because I do not have a bank card, because I pay all these bills automatically online. On XXXX2025 I received a text message about suspicious activity on my bank account. I immediately called Truist Bank, where after a few checks my card was canceled. I was told that I would receive a new bank card in 5-10 business days. On XX/XX/XXXX2025 I woke up without internet and cable TV. I called immediately to see why I did not have a bank card. First I tried to talk to your employee on the phone, who I could not understand. I called again and Finally got someone I understand. The person started apologizing I tried to explain to her that SORRY is not a payment method for XXXX and XXXX tv cable and that XXXX and XXXX do not accept sorry for paying my bills. Let me remind you once again that my electricity, water and gas will be turned off starting midnight tonight XXXX2025. Look at those temperatures today and tomorrow in XXXX, TN. I asked to speak to her supervisor. I was transferred to the line with XXXX XXXX ( I don't know if I spelled her name correctly ) She started with the same story about how sorry she was. She said she would send a new card that would arrive at my address in 5-7 business days. I asked her to stop with the same story I heard SORRY ME. I asked her how she could fix my problem today. Then she tried to tell me that maybe my address was wrong and that maybe the post office made a mistake in delivering the mail to my address. I immediately I interrupted her. I told her that in the 28 years I have lived in the USA, XXXX has never made a mistake and that I live in the USA and not in XXXX. Then she told me that she could send it by express mail but that I would have to pay {$30.00} which would be refunded when I activate the card. I asked her if it was normal for me to pay for Truist Bank errors, regardless of why the money was refunded to me. I immediately told her that it would not happen. She wants to take {$30.00} from me because Truist Bank employees do not know how to do their jobs and I have to pay for their ignorance. I am the owner of a small company and when my employee makes a mistake towards my client, I HAVE to correct it within 24 hours. If my employee lies, as your employee lied to me on XXXX25 that I would get a new card in 5-10 business days, if my employee asks my client for money for ignorance and incompetence in the work he was paid for, as your employee He is asking me for {$30.00}. That same employee of mine would be fired immediately. IS IT NORMAL for Truist Bank to ask for money from a client for their own mistake???????.

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