Consumer complaint received 2026-06-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: OH

Complaint narrative:
COMPLAINT AGAINST : Truist Bank ACCOUNT TYPES : Business Checking Account & Business Credit Card CLOSURE REFERENCE NUMBER : XXXX XXXX : XXXX XXXX, XXXX, XXXX SUMMARY I, XXXX XXXX, owner of XXXX XXXX XXXX XXXX, am filing this complaint against Truist Bank for : ( 1 ) failure to close my business checking account as formally requested ; ( 2 ) improper monthly fees charged on a dormant credit card account originally opened under XXXX & XXXX and unused since XXXX ; ( 3 ) those fees triggering cash advance charges, late fees, and compounding interest without any notification ; and ( 4 ) the failure of multiple Truist departments and branch staff to resolve a confirmed bank error over more than XXXX months. Multiple Truist employees have admitted on record that this is 100 % a bank error. CHRONOLOGY OF EVENTS XX/XX/XXXX In person I formally requested closure of my Truist business checking account and withdrew all remaining cash. However one of the accounts was never closed due to a bank error. XX/XX/XXXX A monthly service fee began accruing on the checking account the day after my closure request. I received no notification of any kind. XX/XX/XXXX I was called and spoke with XXXX XXXX XXXX, XXXX ) who tried to get me to pay {$63.00} in fees to close my credit card. I said those fees were improper as a result of Truist 's failure to close my account and I was not going to pay for their mistake. This was the first time I had heard about this issue, or was even aware that the checking account was still open. I had stopped logging into my account since it was supposed to be closed. The old credit card had previously not beed used since XXXX and I received no new emails about the charges or the amounts due. I believe this was in part due to the migration from the old XXXX & XXXX system to the new Truist system and things not being updated properly. XX/XX/XXXX I started looking into the issue and I spoke with XXXX XXXX Customer Service ) who confirmed in Truist 's own customer service log that the account was supposed to have been closed XX/XX/XXXX. Fees were still being charged despite this documentation. I also called and spoke with XXXX XXXX who stated he would look into closing the account. No resolution followed. XX/XX/XXXX I got another call from Truist Collections and I spoke with XXXX from the Collections department. I explained the whole situation and she said that if I paid {$6.00} she would process the account closer. She provided the closure number XXXX. She said she would take my number off of the call, so that I wouldnt be called by Truist Collections again. XX/XX/XXXX I got another call from Truist Collections. I explained the issue was already resolved and they shouldnt be calling me. XX/XX/XXXX I got another call from Truist Collections. I then called XXXX from the Bank XXXX who confirmed the line of credit was never actually closed and stated explicitly this was " 100 % bank error. '' He said that in order to resolve the issue I would need to call back and speak to a supervisor. XX/XX/XXXX I got another call from Collections. XX/XX/XXXX I called the Truist Customer service and spoke with XXXX first and asked to speak to someone from the escalation team. I was put in contact with XXXX who confirmed no representative has been able to view both the checking account and credit card account simultaneously. It was during my call with XXXX that she suggested that the account may not have closed due to a pending monthly fee, a fee generated by the bank itself, which branch staff failed to catch during my in-person visit. XX/XX/XXXX I spoke with XXXX ( Collections ) who confirmed a prior request to remove additional charges was submitted but could not explain why it was never processed. During this process, I continually am told that the Checking and the Credit card departments are separate and they cant deal with each others issues. It seems like Truist cant fix their own issue when it gets passed to the other department. During this process, I have been on the phone around XXXX times and things still aren't resolved.

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 monetary relief