Consumer complaint received 2025-08-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
XX/XX/XXXX, I Purchased the XXXX XXXX XXXX in full and approximately 4 years later, I was informed the XXXX will no longer communicate with the bank and I had to now LEASE the next XXXX XXXX XXXX I was charged monthly to lease a new system and was billed for the previous system as well. So for 47 months at {$19.00} a month, we were charged. 

I write them to formally demand a refund in the amount {$930.00}, representing 47 months of charges at {$19.00} per month that were improperly billed to me for a point-of-sale ( POS ) system, ( which I purchased in full around XXXX of XXXX ) through XXXX XXXX XXXX XXXX in connection with my merchant account at Truist Bank. 

As a result, I was then required to LEASE a replacement system in order to continue accepting card payments. Despite this, I was continually charged {$19.00} monthly for the original system ( which I purchased ), and again, that I was explicitly told could no longer be used in my store. 

Initially, I was offered a partial refund of {$230.00} or XXXX year of free service with your XXXX XXXX, both of which I declined as they do not come close to covering the full amount owed to me. 

Next, I was offered a courtesy refund of {$470.00}, representing XXXX years of charges at {$19.00} per month. I declined. 

I was also offered a complimentary upgrade to the XXXX XXXX bundle, normally priced at {$1200.00}, as a refund alternative. I declined this offer as well. 

Theyr claim that the merchant agreement provides only 60 days to dispute billing is irrelevant and unreasonable in this case. These charges continued for 47 months after I was informed the system was unusable. I was never informed I needed to monitor a dashboard or take any additional actions to dispute these charges. I reasonably relied on their company to stop billing me for a service that was no longer provided. 

I want to make it clear that I explicitly declined the partial refund offer of {$470.00} for 24 months at {$19.00} per month. Despite my refusal, seemingly, they deposited this amount ( {$470.00} ) into my bank account without my authorization on XX/XX/XXXX. I do not consent to this action and demand that the remainder of the funds owed ( {$930.00} minus any amounts already credited ) be refunded in full. Alternatively, if they intend to retract this deposit, I request written confirmation that the total owed will be properly adjusted to reflect only what is rightfully mine. I consider this unilateral action unfair and a violation of my rights as a customer. 

I reject all partial refund offers and demand a full refund of {$930.00} for 47 months of improper charges, plus reasonable interest ( {$100.00} ) for the delay and inconvenience caused. 

This pattern of conduct is deeply concerning and unfair to small businesses.

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