Consumer complaint received 2023-08-07
Company: TRUIST FINANCIAL CORPORATION
State: TN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I reached out to Truist around XX/XX/XXXX to advise them that my car had been broken into and my credit card was stolen out of my car and there were fraudulent charges. I spoke with an agent who advised me that he would cancel the card and would have a new card issued. I asked about the fraudulent charges and was told that I needed to wait until the charges posted to dispute. I waited a few days for the charges to post and once they posted I reached out and explained. I was told the claim was filed and was assigned claim number XXXX. I have been calling to get updates and despite several attempts and explaining my situation and being told that the " dispute '' was being handled on more than one occasion I explained it was not a dispute, that it was fraud and I was told that they had it set up as a dispute and that fraud dispute was the same things and it was being worked. I then received a letter dated XX/XX/XXXX asking about the dispute, the letter explains that If I had not previously authorized the transactions with the merchants that I needed to contact Truist immediately and obtain and affidavit of fraud. I still completed the form and called in and spoke with a Supervisor who at that time confirmed that the claim was not set up properly and was set up as a dispute instead of fraud like it should have been. She advised that he was sending an escalation to get the claim updated and fixed, I am very aggravated at this point because I have called numerous time and was told it was set up correct and being handled appropriately only to find out two weeks later that it was not. I called again last week and was told they sent me paperwork but would not advise the date the paperwork Was sent and that they did see I already completed it and sent it back. Again only to find out that the paperwork being referred to was the paperwork that was sent incorrectly in error, I request a supervisor again and he claims that they mailed me and affidavit of fraud but again would not advise the date that it was sent and asked me if I received it and my response was no, the only paperwork I have received was dated XX/XX/XXXX and it was incorrect paperwork, he again states that mailed affidavit of fraud and said they he would request that it be resent again via email and asked me to confirm my email address which I did. Its been 4 days and still no paperwork to complete and Im being told 30-60 days for the process. I was also told that the 30-60 process time started over once they updated the claim to a fraud claim, which is absurd considering it was the banks fault and not mine. They are punishing me because there representative did not set the claim up properly. I am getting the run around every time I call and ask about the claim and get rudely told it can take 30-60 days. I am being lied to and being given incorrect information every time I call in. No one gives me incorrect information or doing what they say are they doing. Its been a month and the fraudulent charges are still appearing on my account and I am getting no where every time I call in to the contact centers for help. I also emailed the form on XX/XX/XXXX explaining the charges were fraud and have attached that to this complaint. Additionally I have received credit for some of the charges but not all of them and again being told they work them one at a 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 monetary relief