Consumer complaint received 2024-11-14 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive notice of right to dispute
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
Consumer Financial Protection Bureau XXXX XXXX XXXX Washington, D.CXXXX XXXX Dear Sir/Madam, Subject : Formal Complaint Regarding Inconsistent Information and Harm Incurred by Truist Bank I am writing to formally file a complaint against Truist Bank for what I believe to be an unfair, deceptive, and abusive practice ( UDAAP ) that has caused significant financial harm and distress. I am requesting your assistance in investigating this matter. 

On XX/XX/XXXX received a letter from Truist Bank stating that I was eligible to defer payments on my account under their program. The letter outlined the deferral options, including the terms and conditions of the deferral. However, when I contacted Truist on to inquire further and initiate the deferral, I was informed by a representative that I was, in fact, ineligible for the deferral, despite the information I had received in writing. 

This inconsistency between the written communication I received from Truist and the information provided by their customer service representative has caused me undue stress, confusion, and financial hardship. As a result, I have been left with no viable option to manage my payments, which has exacerbated my financial difficulties. 

The conflicting information provided by Truist is not only misleading but has also negatively impacted my ability to plan and manage my finances. I believe that this action constitutes an unfair and deceptive practice under the Consumer Financial Protection Act and may also be a violation of UDAAP. 

I respectfully request the CFPBs assistance in investigating this matter and taking appropriate action against Truist Bank for their misleading communication and failure to honor the terms they initially outlined. Specifically, I would like the following outcomes : 1. A full explanation from Truist Bank as to why the payment deferral offer was made to me if I was ineligible for the program.

2. Resolution of this issue, including reinstating the deferral if applicable or offering a fair alternative that reflects the banks initial communication.

3. Compensation for any financial harm or additional fees incurred as a result of this miscommunication and the inability to defer payments. 

Please find attached a copy of the letter I received from Truist and any additional documentation related to this matter, including notes from my call with customer service. I am happy to provide any further information or clarification needed for your investigation. 

Thank you for your attention to this matter. I trust that the CFPB will help ensure that Truist Bank adheres to fair practices and takes corrective action to resolve this issue. 

Sincerely, XXXX XXXX : Copy of Truists letter Notes or summary of phone call with Truist customer service I advised the representative I would be contacting the CFPB they apologized.

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