Consumer complaint received 2026-06-01 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with fees charged
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
I purchased a used vehicle and the loan is held by Truist Bank. With the help of my fiance we went on the truist app in XXXX of 2026 to set up to have the payment for the loan to come out of my Bank which is XXXX XXXX XXXX XXXX. We went to the local Truist Bank in our city to sign up so the I am able to login in on the Truist app and use the mobile banking to have my payment transferred to my loan without me having to go the bank and make the payment every month when it is due because this would be an inconvience as I am truck driver and can not get to the bank before it closes. We spoke with the teller and set up username and were provided an temp password and we were instructed that we would be able to link his bank on the Truist mobile app to make the payments. Once we got home we established a new password, and began linking my XXXX XXXX XXXX account on the app under the car loan account. When linking my XXXX account on the app I was instructed to locate my bank from a list of banks that popup, I located XXXX XXXX XXXX XXXX clicked on it and it takes me to the XXXX login page so I can login to my XXXX account. Once I put in my login info for XXXX it linked on the app showing my account. I proceeded and made my car payment with no issue. I kept checking my XXXX account to make sure payment was deducted, but it had not been, but the Truist app kept showing the payment had been made. I then received a postcard in the mail from Truist charging me a {$50.00} insufficient funds fee which did not make sense because the money was there in my XXXX accoount. My fiance and I ended up going to Truist to question why I received this fee when the Truist app shows paid but the money had still not come out of my XXXX account. The teller check and said they attempted to get the payment out of an old account from XXXX XXXX XXXX XXXX which I know there is no money in because I have not used that account in years and we did not link this account on the app because I do not even know the account # or any information on that bank account. Years ago I had a Truck Loan with Truist but I did not use online banking back then to make any of my payments so I am not sure how this account was linked on the Truist app. The teller at the bank kept telling me and my fiance to unlink the XXXX account from the online banking account but we were not able to see the XXXX account linked on the Truist app, the only account we were able to see was the XXXX account which we linked ourselves. We were told by the branch that they would waive this fee and this was back in XXXX. Then the XXXX car payment became due and I were skeptical on using the online app so I had to go to the Truist branch in my city and make the payment and the {$50.00} insufficient fund fee was still showing. The branch stated I needed to contact the loan dept to have them waive this fee which I feel is not my fault due to the fact that I did not link the XXXX account on the Truist app. My fiance and I called the loan dept and and rep stated that the system would not allow them to waive this fee, so my fiance asked to have this escalated and to speak with a supervisor. My fiance spoke to supervisor who reviewed the account and she said they could not waive this fee, so my fiance asked the supervisor if she could remove XXXX from the online banking app and she stated she would direct my fiance on where to go to remove XXXX from the app. She instructed my fiance to take steps to remove XXXX account which were different than the steps taken to link the XXXX account and were unfamiliar to her. My fiance asked the supervisor why she was able to show her the steps to remove the XXXX account and no one at the branch was able to show us this and also the steps to remove the XXXX account were not the same steps instructed by the branch to link the XXXX account. This just does not make sense and I feel that my request from a bank that makes millions of dollars everyday to waive a {$50.00} insufficient funds fee that was not a mistake of mine to be removed. I think this is not very good customer service and for me as the consumer to have to go through this process is really outrageous. Thank you for you time.

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