Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
This company has violated my rights through the misrepresentation of transaction history. On XX/XX/year> I schedule a payment for {$210.00} to be taken from my Debit account on XX/XX/year>. The self-payment system allowed me to go through with this scheduling without any issue. I called RAC XX/XX/year> at XXXX and XXXX the agent told me to give it a couple of days even though on the receipt at the bottom it tells you all payments will be process by XXXX the next business day. I wait and nothing happens the whole week. On XX/XX/year> I get a notification saying that I have an upcoming payment due but there's no mention of the current payment made. 

XX/XX/year> is here and still nothing has been taken out of my account. The XXXX, XXXX no payment was taken from my account. XX/XX/year> is here and I start taking matters into my own hand since the full amount of {$410.00} is due on XX/XX/year>. I start gathering my documents for reporting because according to the Fair Credit Billing Act ( FCBA ) this is a billing error under Regulation Z, XXXX. RAC is also violating Truth in Lending Act ( TILA ) and Unfair or Deceptive Acts or Practices ( UDAP ). On XX/XX/year> I proceeded to contact RAC through phone twice and no one answered just prompts and waiting until the automated response said goodbye. I proceeded to contact them through their " contact us '' button on their site. 

I wrote a formal dispute letter in the comment section, and I made copies of it. I also have proof of transaction history and statements from my bank. On XX/XX/year> at XXXX XXXX the agent contacted me through phone to talk about the issue. Unfortunately, this is not my first time experiencing this communication tactic. Basically, companies respond to a serious situation or dispute letter with a phone call instead of continuing the paper trail initiated. Its an unethical tactic used to dodge accountability and take advantage of not being recorded or having evidence used against them. 

XXXX proceeded to tell me how she saw my dispute letter and she saw the violations that I mentioned. She heard the issue and proceeded to offer me a way to pay the full amount {$410.00} free of charge right then with her processing it. After the payment is cleared this is where my situation gets more deceptive. When I started questioning why the funds wasnt taken from my account, but I was given a receipt. XXXX tells me that I have an Insufficient fund fee of {$30.00} and they tried to take it out on XX/XX/year>. She stated that this is my banks fault that they couldnt get the initial {$210.00}, and I was sent a notice that same day. Thats when I knew she was deceitful because RAC is an affiliate of Truist bank and an auto finance company. They were closed on XX/XX/year> for XXXX. When I questioned why I cant see this XX/XX/year> information in my notifications. XXXX says, You should see it on your next statement on my end I can see it, but you cant. Thats just adding more evidence to my misrepresenting case since my bank said RAC did NOT try to take any funds or do any transactions between XX/XX/year> and XX/XX/year>. 

I also want to add that I requested a payment extension on XX/XX/year> because I didnt like how deceptive the company was being. So, until I got answers I didnt feel comfortable paying them because the last issue I need is being charged the {$210.00} later after I just paid {$410.00}. XXXX proceeded to ask me if I still needed it and that extending the payment through XXXX will prolong my process and all that finance jargon used to explain an extension. I told her No, I dont need it anymore and she rejects the extension request. I am sharing this information because its validating my case. I saw on XX/XX/year> the transaction history of the extension requests at XXXX in my notifications and the payment at XXXX. I didnt see the extension request rejection notification and as of today XX/XX/year> XXXX I still dont see it. I dont understand why its not showing when the payment processed is shown and both occurred on the same day within the 11-minute phone call. Based on the notifications and transactions they are misrepresenting and mishandling my account please assist with this matter.

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