Consumer complaint received 2025-01-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I am writing to express my ire regarding a recent problem Im having with my Truist ATM-only card and the lack of communication and transparency from Truist which has only served to exacerbate the issue further. 

I first noticed the issue on XXXX, XX/XX/year>, when I tried to use my Truist ATM-only card early that morning as I was leaving town for the holiday. The ATM would no longer read my card so I could not withdraw any funds. On my return home the next day, I stopped by my local Truist Branch to bring it to their attention and was told that my ATM card would not work due to maintenance on the Branch ATM the day before. A few days later when I again stopped by my local branch to attempt to use my card and it would still not work, I was then told by the Branch Leader that my ATM-only card would no longer be accepted unless it had a chip like the Truist debit card. 

What ensued resulted in numerous telephone calls to the Truist help center to get to the bottom of the story. Agent after agent said they knew nothing of the card glitch or of any timetable to remediate the cause. I simply had to wait either on the telephone or to receive a call back to confirm what I already knew from the Truist agents who found my complaint incredulous. 

I find it extremely frustrating to have been challenged every time I spoke to a Truist agent until they could verify my claim. I also resent how customer care has handled my concern. No one has been able to tell me exactly when the issue began. However, I do know that the issue had to occur sometime between XX/XX/year> ( when I last successfully used my ATM-only card to make a deposit ), and before XX/XX/year>, when I discovered the issue. 

If I didnt know better, I would assume Truist is intentionally obfuscating the narrative to coerce its customers to convert their ATM-only cards ( which have no chip ) to debit cards that require a chip to be read. If so, then I consider it an egregious disregard for their current clients. As a loyal customer, I have always trusted Truist to handle my banking needs efficiently. But recently, I have become less convinced. 

So, now nearly XXXX months later Ive been told that there is indeed a glitch but there is also presently no plan available for its resolution. I find this unacceptable. 

In the meantime, I would strongly suggest that Truist issue a formal apology to all its customers affected by the ATM-only card issues, thereby acknowledging the inconvenience caused by the ongoing software glitch and its subsequent disruptions. 

Secondly, I ardently recommend that this apology be addressed directly to all affected customers through a letter whether it be email or conventional mail to ensure that customers are kept informed and reassured about the steps Truist is taking to resolve the issue and prevent future occurrences. 

To be clear, I do not intend to convert my ATM-only card to a debit card that I once had in the past which resulted in a subsequent and substantial unauthorized withdrawal of personal funds when it was stolen from my wallet. 

If Truist intends to persuade their ATM-only card customers to use debit cards going forward, then they owe all their affected customers a written explanation and justification for the apparent change in service.

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 non-monetary relief