Consumer complaint received 2023-05-29
Company: TRUIST FINANCIAL CORPORATION
State: TX
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, From : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX To : XXXXXXXX XXXX XXXX XXXXXXXX powered by Branch Bank Attn : Billing Inquiries and Fraud Department Re : Notice of disputed charge to Account No. XXXX To whom it may concern : I am writing to dispute a charge of {$4800.00} to my account on [ date of the charge ]. The charge is in error because it is a fraudulent charge for goods or services that I did not accept. I did not authorize the transaction. I CERTIFY I did not authorize the transaction to a fraudulent merchant in the XXXX XXXX I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. Please correct the error on my account promptly. 

Below are details supporting my position and experience. I have lIsted the events related to the unauthorized transaction of my XXXX XXXX Card Debit Account with Branch Bank : XX/XX/XXXX : I realized there was an unauthorized transaction on my account XXXX for the amount of {$4800.00} to XXXX XXXX XXXX says pending. 



















XX/XX/XXXX : I immediately called Branch at XXXX to report the fraudulent transaction. They informed me that I needed to wait until the transaction cleared and was no longer pending before they could report it. 
XX/XX/XXXX : I completed an XXXX Police Department Report XX/XX/XXXX : After checking every day, the pending transaction finally changed to processed. I called Branch to report it and made an inquiry. The dispute ticket XXXX was submitted. 
XX/XX/XXXX : I found the merchant on XXXX XXXX and I emailed Branch the information of the location and online profile, which shows they an not a legitimate business : XX/XX/XXXX : The XXXX Police Department responded to my request : XX/XX/XXXX : Branch concluded their preliminary investigation, deposited the money and sent me this email : XX/XX/XXXX : Branch sent me an update indicating my claim was lost : XX/XX/XXXX : I immediately called again and asked for a supervisor. The customer service representative said they would refer my case to a supervisor who would call me back. I never received a call back or an email in response to my request to speak to a supervisor. 
XX/XX/XXXX : Branch sent me the email below saying the case had been closed. 





















XX/XX/XXXX : On the same day, I requested all documents explaining their decision. I never heard back from anyone at Branch : nd as of today I have not received any news. My account is in negative and I am requesting an investigation by the Consumer Financial Protection Bureau. 


















In summary, I have been diligent in communicating with Branch including submitting the dispute in time, sending the response I received from the police, sending the merchant photos and information from XXXX that shows this is a fraudulent merchant. On the other hand, Branch has not communicated or provided any evidence that justifies their decision to deny my dispute. This merchant fraudulently processed this transaction and illegally transferred {$4800.00}. I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. Please correct the error on my account promptly. 


Sincerely, XXXX XXXX XXXX

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 explanation