Consumer complaint received 2023-11-16
Company: TRUIST FINANCIAL CORPORATION
State: WV
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I received and alert at XXXXXXXX XXXX via Truist text messaging to alert me out of sleep that my card was trying to be used for XXXX separate purchases of {$200.00} with merchant name XXXX. These charges were denied and I immediately went to retrieve my card to call truist and report the incident but realized that my card was gone. I called truist to report it lost and was issued a new credit card. I was not alerted by the representative to any other charges nor was i alerted via text. I have set alerts on my card to let me know when or if these things happen. 
Around 10 days after the incident I noticed that my credit score had drastically dropped. Checking my score alerted me to the XXXX large in store purchases made from XXXX XXXX XXXX XXXX # XXXX. XXXX for {$160.00} and the second for {$640.00} made on XX/XX/XXXX and posted on XX/XX/XXXX. I reported this immediately and filed a claim. 
On XX/XX/XXXX I received a letter from Truist stating that the case had been closed for the first XXXX transactions due to never posting to the account. The next day I receive a letter about the charges from XXXX stating that the disputed transactions below ... for {$160.00} and {$640.00} as well as any accused finance charges and/or fees if applicable, will be removed from your credit card balance. It states that I am to still pay my min balance. It states if our investigation does not confirm your dispute you will receive notification that charges will be placed back on your credit card. 
Truist never removed these charges so I called and spoke to a representative and she said that it is still under investigation and can take up to 90 days to resolve and that I would receive an email. She could not tell me why the charges were not removed while investigation as the latter states and said she would escalate it further. I waited till XX/XX/XXXX well past the 90 day mark to check status of my claim and was told the same information that it was still under investigation and that she will escalate it further and I should receive a phone call from truist in XXXX business days ... this did not happen so I called back XX/XX/XXXX and spoke to a representative and let her know I was unhappy about waiting past the 90 days with no other information about the case and that the letter that was sent was never honored. I told he I have been very patient and that I am paying a higher interest rate because these purchases are still on my account and that my credit score had dropped and I'd like to get that taken care of. I requested the removal of the charges again while the further investigate and she connected me to someone else and they told me they would file a complaint for me and to call back in 7 days to check on the status. I believe I am getting the run around by Trusit and I decided to file a complaint.

Company response to consumer: In progress