Consumer complaint received 2023-09-23
Company: TRUIST FINANCIAL CORPORATION
State: VA
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:
For a joint credit card account with 2 different card numbers XXXX and XXXX  which we never use. The only charge was this fraudulent charge and Truist fraud department appears to not be capable of fixing it. 

XX/XX/23 - fraudulent charge {$30.00} and we called in and reported the fraudulent charge and a case was open. 

XX/XX/23 - Truist made a negative {$30.00} adjustment and on the same day a positive {$30.00} adjustment. This effectively removed the fraudulent charge and then put the fraudulent charge back. We called again to say they did not fix it properly. 
During the call, the fraud department person suggested we could just pay the balance. I believe this is against the Fair Credit Billing Act on disputed charges. 
We also received a physical letter date XX/XX/23 referencing card XXXX only saying we will not be charged the {$30.00} fraudulent charge and any late fee/interest charges will be refunded. 

XX/XX/23 - {$20.00} late fee on the disputed charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. 

XX/XX/23 - {$0.00} interest charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. 

XX/XX/23 - {$37.00} late payment fee applied which we believe is violating the Fair Credit Billing Act on disputed charges. 

XX/XX/23 - {$0.00} interest charge was applied which we believe is violating the Fair Credit Billing Act on disputed charges. 
We called again to ask why the fraudulent charge is not being fixed and why they keep charging late fees and interested charges on the fraud charge.

We also noticed that our credit score was lowered during this time as it seems Truist reported this to the credit bureaus which I believe is violating the Fair Credit Billing Act on disputed charges. 

XX/XX/23 - {$37.00} late fee refunded which is still not the proper fix. 
We also received a letter for card XXXX saying we need to pay the current balance {$88.00} with past due amount {$41.00}. 

The main issues that concerns me are that ( 1 ) After multiple calls, the fraud department appears to be redirecting customers to other parts of Truist that can not help ( ie. credit department ). Not sure if this is intentional but it has happened every time we called.

( 2 ) There is no phone number for the customer to directly contact someone who can actually fix the issue. The fraud department just says there is no way to contact and they have to escalate tickets with notes which the actual people who can make the fixes do not seem to read.

( 3 ) For this simple fraud issue where you have a credit card joint account that is not used at all and there is a single fraudulent charge, the Truist fraud department can not seem to figure out how to remove the charge and all the late fees/interest charges and after 90 days when they are suppose to resolve the issue by according to the Fair Credit Billing Act.

And they are still sending letters for us to pay the fraudulent charge and all the late fees/interest charges they applied during this supposed investigation.

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