Consumer complaint received 2025-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Subject : Follow-Up on CFPB Complaint number XXXX and Confirmation of Account Closure Request Dear Truist Bank, I am writing to follow up on a Consumer Financial Protection Bureau XXXX CFPB XXXX XXXX number XXXX I filed on XX/XX/XXXX. I have checked the CFPB portal and noted that I have not yet received the requested documentation or response by mail. 

Due to a recent death in my family, I will be away starting today, XX/XX/XXXX, with a return date that is currently undetermined. Therefore, I request that any additional correspondence regarding my complaint be provided to me by mail to ensure I remain informed. 

Additionally, I would like to confirm that I have sent a formal account closure request to your office via certified mail. I am exercising my rights under the Credit Card Accountability Responsibility and Disclosure Act of XXXX ( Public Law XXXX XXXX, XXXX, Title IConsumer Protection ). 

The law explicitly states : Closure or cancellation of an account by the obligor shall not constitute a default under an existing cardholder agreement, and shall not trigger an obligation to immediately repay the obligation in full or through a method that is less beneficial to the obligor than one of the methods described in section 171 ( c ) ( 2 ), or the imposition of any other penalty or fee.

The primary reason I am requesting the closure of this account is due to a billing error that has yet to be addressed. 

When I initially opened the account, I was offered a 0 % introductory XXXX on purchases for 12 months. However, in XXXX of XXXX, XXXX XXXX struck my area, and my region was declared a disaster zone by XXXX. As part of disaster relief, XXXX offered a XXXX deferment program for credit card accounts across all banks. 

Several of my other credit card companies automatically applied the deferment program. However, Truist Bank did not, so I called in XXXX of XXXX to request it. During that call, I was assured by your representative that the deferment had been applied, and no payments would be due until XX/XX/XXXX. 

To my surprise, in XX/XX/XXXX, I received a bill indicating that my account was past due. Shortly after, I received a letter stating that my 0 % APR had been canceled due to nonpayment. I immediately contacted Truist Bank for clarification. I was informed by another representative that the deferment had never been applied by the person I originally spoke with in XXXX. However, I was reassured that the deferment would be applied retroactively, and no payments would be due until XX/XX/XXXX. 

Despite these assurances, my 0 % APR was not reinstated. The removal of this benefit, caused by your representatives failure to properly apply the XXXX deferment, is deeply frustrating and unacceptable. The XXXX deferment program is not a collection program ; it is specifically designed to assist disaster-impacted customers without imposing penalties or additional fees. 

This unresolved billing error and the lack of proper resolution have eroded my confidence in Truist Banks ability to handle my account responsibly. 

Under the Credit Card Accountability Responsibility and Disclosure Act of XXXX, I request the following : Confirm that my account has been closed per my request. 

Provide assurance that no adverse action, penalties, or demands for repayment inconsistent with the terms of my current cardholder agreement will occur. 

Clarify how any existing balance, if applicable, will be managed under the terms of the original agreement. 

Furthermore, under XXXX XXXX XXXX of the Truth in Lending Act ( Regulation Z ), I request that my account be placed in a " billing error '' status until the matter of the canceled 0 % XXXX is fully investigated and resolved. No adverse actions should be taken during this time. 

Please provide written confirmation of the account closure, along with all requested documentation, within 14 days of receipt of this letter. If additional verification or information is required, please contact me by mail at the address above. 

Thank you for your prompt attention to this matter. 

Sincerely, XXXX XXXX

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