Consumer complaint received 2024-12-24 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: TX

Complaint narrative:
Re : XXXX Credit Card # XXXX I hope this letter finds you well. I am writing to formally address an issue I have encountered regarding my recurring payments, which I set up based on the understanding that they would be processed on the due date XXXX XXXX XXXX XXXX XXXX  according to the system. Unfortunately, this has

not been the case, resulting in multiple late fees and accrued interest charges. Upon setting up my recurring payments, the language used indicated that payments would be made each month on the specified due date. However, I have discovered that the actual payment processing dates do not align with this wording, causing confusion and financial penalties on my end. This is a banking error for the recurring date on the computer system versus the actual statements. As you can see from the date, I set up my recurring payments the payment due date changed multiple times. As of todays, date XX/XX/XXXX, it states that my due date is now on the XXXX. I have not been aware of this change since the date I set up my recurring payments on the DUE DATE which was the XXXX at that time in XXXX. The system can not tell a consumer that their payment is due on a certain date EACH month if that is not true. Not only that, if the due date changes, the SYSTEM is responsible for pulling the payment on the DUE DATE EVERY MONTH. The system was led to believe that my due date was on the XXXX as that was selected on the time of setting up the recurring payments initially. It is a GLITCH in the system that is not taking the payments on the DUE DATE EVERY MONTH and is NOT acknowledging due date changes.

I would like to bring to your attention that there are regulations regarding recurring payments that protect consumers from misleading terms. Specifically, the Electronic Fund Transfer Act ( EFTA ) and the Truth in Lending Act ( TILA ) mandate that consumers must be clearly informed about the timing and frequency of recurring payments. The discrepancy between the intended due date on the system and the due date changes has led to unexpected late fees, which I believe are unjust and a result of a system error.

To support my claim, I have taken video recordings and photographs demonstrating this misunderstanding, alongside my actual bank statements that clearly show the inconsistency in the DUE dates THAT also shows that the system does not know how to effectively change. I didnt manually select the XXXX XXXX XXXX XXXX. I selected the DUE DATE OF EACH MONTH THAT WAS GIVEN BY YOUR SYSTEM and your system failed to acknowledge the DUE DATE CHANGES.

I kindly request a review of my account and ask that all late fees incurred since XXXX due to this issue be refunded. I hope to resolve this matter amicably and avoid any further action. 

Attached is a statement that clearly shows that my due date is not on the XXXX XXXX XXXX XXXX, therefore the system verbiage is still incorrect and misleading the customer.

Thank you for your attention to this urgent matter. I look forward to your prompt response. 

Sincerely, XXXX Credit Card # XXXX ] ATTACHED AFFIDAVIT OF TRUTH PHOTOS OF SEVERAL DUE DATE CHANGES PHOTOS OF WHAT THE SYSTEM IS ERRONEOULSY TELLING THE CONSUMERS REGARDING THE DUE DATE EACH MONTH VIDEOS OF THE ENTIRE PROCESS OF SETTING UP THE RECURRING PAYMENTS AND BEING MISLED BY YOUR BANKING SYSTEM WHICH IS CAUSED DAMAGES.

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