I made a credit card payment through Trusit online banking, as I have done before, 2 days ago. The payment was made well before the cut off time and was supposed to credit my account the same day but when I logged on yesterday morning no payment was posted or processing; but the money had been taken out of my checking account. Under transfers and payments nothing was showing when it always has before. I waited until this morning hoping it would show but it's still not showing today either so I contacted Truist with my confirmation number. They appologized and said it will post tonight by midnight and they filed a complaint on my behalf and are sorry.
This was not a large payment like most of my payments have been recently and I am frustrated because If the situation were reversed and I had made a payment to them 2 days late they would ding my credit and charge me a fee...yet they can just ignore their own posting and cut off policies even after 2 buisness days of the payment missing and their answer is we are sorry.
I would appreciate any insight as to how to handle this situation and if the payment isn't on my account tomorrow I will probably cancel the card because in all of my years of credit cards no bank has ever not posted my payment when I use their own website and follow their rules and guidelines to make it properly and on time so I guess I am just confused but I would appreciate any advice on this matter and thank you in advance 
That's always been the case with my Truist payments when I make them from my Truist checking account. The money is taken at once from Checking for the payment and if you pull up the card account it shows pending under the credit card. Then it actually takes 2-3 days before it POST as paid and shows the payment and lowers the amount. BUT it's always right and dated back to the day I made the payment once it does post. Yes, it's aggrevating but that's just how Truist system does it.
*UPDATE* Believe it or not I just got a call from a actual person at Truist who advised that my payment delay was caused by a system malfunction and they have corrected the error so future payments will process like they have before.
He also advised that my payment will reflect the correct payment date and I will be able to see it posted correctly on my account tomorrow. I am used to it taking 2 days but this time it didn't even show the payment as pending in transfers or on my credit card account and it's never taken more than 2 buisness days before but I haven't used their payment sytem very much so I didn't really know if this was something that happend a lot or not.
I really appreciated that they took the time to call me. I'm happy with them again and will be requesting a CLI later this month as planned.
I'm in my 3rd month of having Truist credit cards. It took me 2 billing cycles to figure out I make the payment a full week before the closing of the billing cycle, and not use the card during that time, to be 100% sure the balance reported was below 9% of my limit.
I'd pay it completely, but it is in the 0% interest promo period, so I'm using at as my AZEO card.
The displayed transaction history on their web site is always a mess...
@user979797 wrote:*UPDATE* Believe it or not I just got a call from a actual person at Truist who advised that my payment delay was caused by a system malfunction and they have corrected the error so future payments will process like they have before.
He also advised that my payment will reflect the correct payment date and I will be able to see it posted correctly on my account tomorrow. I am used to it taking 2 days but this time it didn't even show the payment as pending in transfers or on my credit card account and it's never taken more than 2 buisness days before but I haven't used their payment sytem very much so I didn't really know if this was something that happend a lot or not.
I really appreciated that they took the time to call me. I'm happy with them again and will be requesting a CLI later this month as planned.
Just out of curiosity @user979797, was the payment made from a TRUIST deposit account or an external one (non-TRUIST)?
Also, you may already know this as far as TRUIST CLIs, so FYI (if not aware) any customer-initiated requests are HP.
This payment was made from a external account that i had used previously to make payments and transfers with them. The reason I was so bothered by it was I believed the payment would not be credited before my statement cut and would report higher utilization so I had timed it to ensure that would not happen and got a little too excited lol.
I was afraid they were not honoring their own clearly stated posting and cut off policies, like they had before, but I was wrong it was just a error and they did take care of it and I appreciated the call I got to tell me everything will be good for future payments and the error had been corrected.
@FinStar Thank you for the heads up about the CLI being a hard pull. I am going for it and will report my outcome with data points in a few weeks
@user979797 wrote:This payment was made from a external account that i had used previously to make payments and transfers with them. The reason I was so bothered by it was I believed the payment would not be credited before my statement cut and would report higher utilization so I had timed it to ensure that would not happen and got a little too excited lol.
I was afraid they were not honoring their own clearly stated posting and cut off policies, like they had before, but I was wrong it was just a error and they did take care of it and I appreciated the call I got to tell me everything will be good for future payments and the error had been corrected.
@FinStar Thank you for the heads up about the CLI being a hard pull. I am going for it and will report my outcome with data points in a few weeks
Ok, thanks for clarifying @user979797.
The only reason I asked is because several months ago something similar happened. Now, thankfully I had no payment due given that the transactions were all still within the same cycle. Upon trying to make a payment, I noticed that the external [stored] accounts weren't displayed or visible. I figured it was some minor glitch, so I went ahead and input the routing+account number again. I noticed nothing went through so I tried a payment/transfer from a TRUIST deposit account and an error popped up. I reached out to their c/s, the agent took the payment over the phone and thankfully she knew what was going on and informed me there was a system update in-process.
So, my takeaway from that experience was that if something glitchy occurs, I just have them process it over the phone ahead of time because more often than not, there's no banner that displays if/when a system maintenance is underway.
