Consumer complaint received 2023-07-06
Company: TRUIST FINANCIAL CORPORATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX afternoon, I made a purchase at XXXX in XXXX. This was the last authorized charge before the debit card was lost/stolen. 
I left XXXX and went to my old house in XXXX, NC and then visited my old neighbors from XXXX until approximately XXXX. When I left, I received fraud alerts from Truist Bank regarding the stolen debit card and I called them at XXXX and again at XXXX. The people I spoke with failed to properly cancel the card, issue a new one, or dispute the charges despite a XXXX minute phone call going over details and an assurance the new card was on the way. I filed a police report and called again XX/XX/XXXX at XXXX to give the bank the case number only to find out they had no record of the disputed charges and the card was just on hold. Went through all of this information again and was again told everything was taken care of. There were XXXX fraudulent charges after XXXX. Initially one authorized charge was included and one fraudulent charge was missed so I called to fix that issue on an additional call after receiving paperwork and noticing the error ( attached ). I have since called 13 separate times to repeat the same information that employees are failing to notate. The claim has been denied at least twice and I have submitted rebuttals or new information twice as well. I've spent hours on the phone as each call is at least an hour wait to even speak to someone. The last time they denied the claim, they provided no reason that anyone in several departments could find. Today I was told there's nothing more that can be done without new evidence but I feel they haven't even considered all the evidence submitted. They did refund all but XXXX charges. I am still owed refunds for {$26.00} from XXXX XXXX in XXXX, NC, {$800.00} from XXXX XXXX XXXX in XXXX, NC and {$360.00} from XXXX XXXX in XXXX. Initially, the claim was said to be denied ( XX/XX/XXXX, see attached letter ) because " an error in the transaction amounts did not occur '' but the amounts were never in question, they just weren't authorized transactions. Then, despite me sending time stamped security camera pictures ( attached ) of myself XXXX miles away in XXXX, NC during this entire period, they are denying the claim for these stores because I've shopped at them before. I noted many times over that these stores are 4 miles from the new house I just bought and of course I shop there but I did not shop there on these days because I was 40 miles away in another county and did not have my debit card. I did not return to my XXXX home, which is close to those stores, until XXXX  on the XXXX and after calling to report the fraud on my way home. I have text messages and the calls to prove this was the case. The charges were all made between XXXX or so and XXXX, when I can show I was not even in the same county or town. I can provide affidavits from at least 4 people who will say I was physically with them in XXXX, NC during all of the charges happening in XXXX and XXXX, NC. I have also attached the police report. If the stores still have security footage, I could show that too but since the police didn't ask them for it when it happened, I'm not sure they still have it. I'm working on that as well.

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