Consumer complaint received 2024-11-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
In XX/XX/year>, I mistakenly transferred funds from my credit card account instead of my savings account to my checking account. ( I have done transferred funds from my savings to my checking account numerous times before. I did not realize that on this day when I logged in on my accounts page my credit card account was also listed. This was odd because my credit card account was never before listed with my other checking and savings accounts. Usually this account would be listed in a different area. ) Once I realized the error, I promptly accessed my online account to rectify the situation. However, a few days later, I noticed a {$160.00} fee had been applied to my account. I reached out to Truist to address this matter, explaining that it was a simple mistake and that the funds had been appropriately returned to the correct accounts. Unfortunately, I was informed that a fee would still be charged to my credit card account since it took me a day and a half to correct the issue instead of less than a day. Frustrated with this response, I requested to speak with a manager, who reiterated the same information. In an effort to resolve the situation, I paid my balance, excluding their fees, and closed my account. To this day, the issue remains unresolved, and I continue to receive demand letters for a growing balance, accompanied by additional fees. I am feeling increasingly frustrated and am considering closing my remaining accounts due to feeling undervalued as a customer. I am also puzzled about how I made this mistake initially since typically, withdrawing from a credit card requires a PIN, which was not provided in this instance. Additionally, I had never linked my credit card to my online banking, contributing to the confusion. Previously, my credit card activities were not visible on my accounts page, only showing my checking and savings accounts. However, on that particular day, the credit card account was displayed in place of my savings account. I am very disappointed with how Truist has handled this situation. It is disheartening to see the bank willing to charge me for an innocent mistake, jeopardizing my relationship over a mere {$160.00}, and showing an apparent lack of understanding and support. 
In XXXX, I contacted the XXXX XXXX XXXX  seeking assistance. They facilitated communication between me and the bank. I agreed to collaborate with Truist in order to resolve the matter. They requested approximately 15 days to investigate the issue. Subsequently, I received a letter indicating that Truist found no errors in the billing and would no longer be able to assist. Consequently, my credit score has declined by over XXXX points due to this issue, and I have experienced denials for utility services as a result. Additionally, I am incurring charges because I declined to pay the fee imposed by the bank.

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