Truist Bank (formerly BB&T Bank)

To whom it may concern,

I ask that all late charges be deleted from my account ending in 9001 (auto loan). My request is due to my problems trying to pay on my auto loan. This has been going on for months, and my last encounter was the worst customer service I've ever had with BB&T/Truist. I have two accounts with Truist: a business checking account and an auto loan. When I try to pay my auto loan online, the Truist website portal will not let me pay the auto loan with my checking account. The only option I get is to pay with a non-Truist account.

On April 3, 2023, my frustration led me to walk into the Noblewood Plaza branch in Woodbridge, VA., to ask why I couldn't pay this bill. I was told the branch couldn't link the accounts and that I needed to call the customer service line. I gave the teller 700 dollars to catch up on my payments. To shorten this email, I will not go into how many calls I've made, but let's say way too many to pay on my loan. I've continued to get phone calls, but no one could figure out how to link the accounts. On May 23, 2023, I was on the phone and bounced around from representative to representative for over an hour. At the end of this effort, I was told I had to come in and show my ID, and someone would help me PAY MY LOAN! I took off work early, made it to the branch before they closed, and talked with Leslie. This representative was on the phone with me just a couple of hours ago but started trying to start my process from the beginning. I was so tired of asking Truist to take this money that I asked her to "Please just link the accounts and pay the loan. She would not stop explaining, and I had enough! I asked her to please stop and pay the auto loan. She could see that I was frustrated and continued explaining, linking the two TRUIST accounts. After she had put me over the edge with explanations, she said it might take a few days before I can see the linking of the accounts. AGAIN! I asked if she would pay the loan. I was told that I would have to wait in the teller line if I wanted to pay on the loan. She would not take a few minutes to get out of her chair and stop the pain I had been having. She became standoffish. I didn't wait in the long line; I instead wanted to pay online. As of today, I still do not have a link to pay this loan, but you don't have any problem calling me every day — two accounts, the same bank, and you won't let me pay. I need someone to contact me about this issue.

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