Consumer complaint received 2024-09-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/XXXX, I logged into Truist website, downloaded my credit card statement, reconciled it, processed the payment, and printed out the payment confirmation. Today ( XX/XX/XXXX ), I logged into Truist website to download the statement and notice I have interest and late fee. I check my records and verify confirmation of payment made on XX/XX/XXXX. I check for email confirmation, but Truist does not send out email payment confirmations. I search through the website and find no payment processed or scheduled. I pull up my confirmation and see I paid it on XX/XX/XXXX. At this point I reach out to chat and explained the situation. I was told I scheduled a payment for XX/XX/XXXX. How is this even possible? Why would, and better yet, how could someone schedule a payment for 1 year in advance? I recheck my confirmation, and it says XX/XX/XXXX. Truist does not send payment confirmations. Nobody contacted me. I send the image of payment confirmation through chat. I ask agent to please credit late fee and interest as a professional courtesy. She says no she can not do it until I make a payment. I say ok, no problem, hold the line. I immediately make the payment and send her an image of the payment confirmation through chat. She says no good. It takes them days to post and I should contact them again afterwards. I ask why the confirmation shows XX/XX/XXXX. She says that was date I processed payment. Why in the world would Truist not show a pending payment on its website, not email a payment confirmation, display a payment confirmation on screen for a customer claiming the customer scheduled a {$66.00} balance in full payment for a year in advance.and show the date on the confirmation as the date the customer initiated the transaction with absolutely no reference to a future scheduled payment date? I was charged {$27.00} 42.18 % in interest and late fees on a {$66.00} balance. I asked to for a manager and was told a manager would call me within 30 minutes. Nobody has called me. This is extremely upsetting. It is inappropriate and appears to be an attempt by Truist to trick its customers and to charge unnecessary fees. Even the immediate payment I just made does not show as scheduled or pending or anything. The only record I have of making that payment is the confirmation I printed out. There is no record anywhere of a payment scheduled. This is unfair. I have an XXXX credit score. I pay all of my credit card bills in full and on time every single month. I scheduled this payment. I printed out the payment confirmation. I verified it was the right date on the confirmation. I did my part. Truist bank is deceitful, unethical, and conducts unfair business practices. This is not ok. Big companies should never be allowed to take advantage of consumers.

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