Consumer complaint received 2024-10-15 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:
ATTENTION CFPB : PLEASE FLAG FOR REGULATORY ACTION, SYSTEMIC ISSUES, POSSIBLE FEE RECOVERY FOR IMPACTED CLASS OF TRUIST BANK CUSTOMERS. 

Please see the attached Affidavit and exhibits. For a second time, Truist Bank has in error charged me a late fee to my credit card account, even though I paid on time. To show I paid on time, I provide the attached Affidavit and exhibits, including a screenshot of my browser history showing I visited the Payments page on the Truist website on the date before my payment was due ; and my contemporaneous " Bills '' notes, where I keep track of my bills as I pay them, showing the Truist card was paid for XXXXXXXX XXXX 

1. 
My name is XXXX XXXX XXXX. 

2. 
I reside at XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, Missouri XXXX. My mailing address is XXXX XXXX XXXX, XXXX, Georgia XXXX. 

3. 
I am XXXX XXXX XXXX 

4. 
The information contained herein is based upon my own personal knowledge. 

5. 
I am a holder of a credit card account with Truist Bank, card ending in XXXX. 

6. 
I am in the practice of always paying my credit card bills, including my Truist Bank card ending in XXXX, on time by making at least the minimum payment. 

7. 
I maintain a XXXX document listing all my bills, their balance, payment due date, and the date of the month for which the last payment was made, which I update on a nearly-daily basis as I make payments on my bills throughout each month. Exh. A to attached Affidavit ( for privacy, only page containing Truist card ending in XXXX is included ). 

8. 
I have gone online to make timely payments on my Truist Bank credit card ending in XXXX since the account was opened and have never made a late payment on this account, despite their assertions otherwise. 

9. 
Truist Bank knowingly does not provide me with any type of payment confirmation by email or phone, forcing me to have to trust that they will process my payment, even though they consistently fail to process payments initiated on their website. 

10. 
Exh. B attached to my sworn affidavit is a screenshot of my XXXXXXXX XXXX browser history for my mobile device showing that, on XX/XX/year>, I already went to the Payments page on the Truist Bank website to initiate my payment to Truist Bank for the month of XXXXXXXX XXXX 

11. 
Despite initiating timely online payments every month, on two occasions including last month, I have been erroneously assessed a late fee by Truist Bank. 

12. 
The first time Truist Bank erroneously assessed a late fee to the account was on XXXX XXXX XXXX, in the amount of XXXX dollars. I called Truist Bank on XX/XX/year>XXXX  ; notified them that I actually initiated the payment ; notified them that there was an apparent glitch with their website; notified them that I had supporting documentation that I offered to provide ; and they still refused to waive the late fee that they had assessed. 

13. 
On XX/XX/year>, I filed Consumer Financial Protection Bureau ( CFPB ) Complaint XXXX ( Exh. C ) and Truist Bank continued to insist that I did not initiate the payment ( essentially, wrongfully accusing me of being dishonest ) after they provided no opportunity for/ provided no means for me to submit my supporting documentation ; and continued to seem completely uninterested in me doing so ( XXXX spreadsheet, screenshot of browser history, affidavit ). 

13. 
Truist Banks actions and omissions towards me including their failure to waive the late fee and their implicit false allegations towards me made in a document they submitted to the federal government ( CFPB ) have caused me emotional distress and have wasted hours in my time in my efforts to undo the injustices done unto me. 

14. 
XX/XX/year>, I discovered that on XX/XX/year>, I have now been assessed a second late fee by Truist Bank in connection with the payment that was due in XX/XX/year>, even though I went on their website and initiated said payment on XX/XX/scrub> XXXX XXXX Exhs. A, B.

15. 
I already know that calling will be of no avail because I called the last time this happened and they said they are unable to waive fees on closed accounts and my account is closed ; and because they refused to waive the last fee after I filed the first CFPB complaint. 

16. 
If this CFPB complaint is unsuccessful, I will pursue a formal dispute of my billing statement by sending written correspondence to TRuist Bank. If that is not successful I will pursue arbitration and/or litigation and/or class action relief.

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