Consumer complaint received 2020-11-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX, I was approved for three cards by BB & T.

A few days later, I asked them to cancel one of the cards because their card comparison chart conveniently failed to disclose that there's an annual fee. They canceled the card since it had not been created.

It wasn't until two weeks later, on XX/XX/XXXX, that they contacted me to verify that I applied for the other two cards. By that time, both cards should have been mailed to me, according to the approval messages that I received in XXXX. 


I didn't receive notification that the cards were mailed until XX/XX/XXXX. 


By XX/XX/XXXX, I still hadn't received the cards and realized that my online account listed two addresses for me. One address was the full address, which included my apartment number, and was associated with my checkingaccount. The second address was associated with the credit cards that they mailed.This address didn't include my apartment number. I contacted BB & T about this and was told to call back the next day when a specific department was open. 


On XX/XX/XXXX, I talked with a manager and she concluded that their system removed my apartment number, and this caused the issue. She wanted to reissue the cards with new account numbers, but I objected to that because the lost cards would have remained on my credit reports and the new cards would also be on my reports and inflate the number of " new '' accounts that I have. Instead of my reports accurately indicating that I opened 2 new accounts in XXXX, my reports would reflect that I opened 4. Not only could this high number of " new '' accounts result in adverse action from my creditors and negatively impact my final mortgage approval, it would drastically lower my Average Age of Accounts, which has a direct impact on credit scores. In this particular case, my Average Age of Accounts would be lowered to a point that I would be penalized and have points deducted from my score. The rep agreed to send replacement cards without new numbers since the replacements would have new CVVs. She was going to have the cards overnighted. However, I only received one of the cards.

According to my conversation with a rep on 10/28, the previous rep failed to order the 2nd card. The rep that I spoke to on XX/XX/XXXX informed me that her supervisor, XXXX, insisted on placing a hold on both cards -- -including the card that the other rep had overnighted to me. Instead of helping me resolve this issue that BB & T admitted was their fault, XXXX instead imposed a 30-day deadline for me to decide if I wanted new cards issued with new account numbers, or have the card accounts closed. I asked to have this issue escalated and was told that I could contact their CEO line. Their CEO line has a response time of 15 business days, which is completely unacceptable, especially since they've given me a deadline. 


To make matters worse, their " managers '' are extremely unprofessional and combative. 

I should not be the party inconvenienced by BB & T 's mistake. I am agreeable to BB & T providing me with new card numbers if they agree to have the credit bureaus completely remove the original/lost cards from my profile. This is completely doable. I have lost cards, and when done properly, the credit card company simply reports the new number to the credit card bureaus ; they don't report completely new tradelines since it's technically the same account. However, various BB & T reps have informed me that the lost and new cards will remain on my reports, which isn't okay since this is their 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