Consumer complaint received 2025-08-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Fee problem
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
On XX/XX/2025 I ordered checks from Truist bank through their partner company " XXXX. '' This cost me {$85.00}. These checks were never delivered to me, nor did I receive any kind of notification or contact from either Truist or XXXX concerning issues with the checks for multiple months after ordering. 

On XX/XX/2025 between XXXX XXXX XXXX XXXX XXXX XXXX I spoke with a Truist customer service representative about this issue, and was told that I would need to receive a call back the next day to process a refund since XXXX  had closed. I never received a call from Truist or XXXX on XX/XX/2025. On XX/XX/2025 between XXXXXXXX XXXX and XXXX AM I spoke with both a Truist customer service representative and a supervisor about this issue, and was told I would be receiving a refund in XXXX business days. 

Later on XX/XX/2025, I noticed that I had not received any kind of email confirmation regarding a refund to my account. Subsequently, on XX/XX/2025, between XXXXXXXX XXXX XXXX XXXX XXXX I spoke with a customer service representative at Truist and ultimately requested to speak to someone at XXXX. Previously, I had attempted to contact XXXX directly, but the phone number listed on their site only goes to an AI chatbot, with functionality limited only to ordering new checks or checking the status of an order. This XXXX XXXX hosted by XXXX does not appear to offer the function of speaking to a customer service representative. During the call between XXXXXXXX XXXX XXXX XXXX XXXX I was transferred to XXXX  with the understanding I would be speaking to a customer service representative, but was instead transferred to the aforementioned chatbot. Upon realizing this, I hung up the phone. 

On XX/XX/2025 between XXXXXXXX XXXX XXXX XXXX XXXX I spoke with a Truist customer service representative and detailed what had just happened to me. I requested that Truist or XXXX furnish me with documentary evidence establishing I would be receiving the refund for {$85.00} that was owed to me. Shortly thereafter, we were able to get in touch with a representative from XXXX and spoke on a three-way call. The XXXX representative informed me that they would be processing the refund, but I was also initially told on the XXXX XXXX call on XX/XX/2025 that my refund had been processed. By all appearances, the initial XXXXXXXX XXXX call did not result in a refund being processed. I continued to request evidence that I was getting a refund, as these events have led me to believe I can not rely on the trustworthiness or credibility of either organization, but was told by both the XXXX customer service representative and the Truist representative that they were incapable of furnishing me with any kind of evidence or communication, beyond taking their word for it on that phone call, that I would be receiving the refund. Given that I had already been misled and made to wait XXXX months, I do not have any confidence that the refund is or has been processed based these phone conversations.

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