Consumer complaint received 2023-09-14
Company: TRUIST FINANCIAL CORPORATION
State: ID
Product: Credit 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:
First, we do not use this card or carry it with us. While on vacation we received a text about 2 suspicious charges on the card. We called the number in the text immediately and confirmed the charges were not ours. one was XXXX and the other was XXXX. Both were apparently done online. When we returned home, we received a letter from Truist telling us the charges would be removed from the card balance and we would not be required to pay them while the investigation continues. We would be required to pay any other balance. We did not have a balance on that card. The case number is XXXX. They also sent us a new card with a different number on it. We continued to watch our account online to make sure there were no other charges. We saw that they did not remove the charges as they stated they would and so we called them. Each time we were told not to pay, and the investigation had not been completed. We continued to call on a regular basis to get this resolved and each time we were told the same thing. We have called at least 20 times. We have been told that someone would call us back and they never did. We have been left on hold for 55 minutes. They even sent us a gift card to make up for all of the inconveniences. Each time they say they are escalating it and to call back in 5 business days. I told them this is unreasonable, and I do not want to have a negative mark on my credit report, and they just told me that I could dispute that. Again, their letter states that I am not responsible to pay it and they would remove it from my credit card balance. Today, I find out that they have in fact reported us as having a past due balance to the credit bureaus. I see that there have been other reports with nearly identical circumstances reported on this bank. They told us that they have 3 billing cycles to complete their investigation and it has been 3 full billing cycles and nothing at all has been done. I have never had this type of problem with a bank before and I have never had a late or missed payment. I call the fraud department number and never get a person in the actual fraud department to talk to. They tell me they are back-office personnel and don't speak to customers. I am at a loss as to how to get this resolved. Please advise on how to proceed. These are fraudulent charges, and we are supposed to be protected. We do everything we can on our end to protect ourselves, but the bank does not stand behind us on their end. Also, we get two statements every month. One is for the old card number and has one of the fraudulent charges on it for XXXX. The other statement is for the new account number they gave us and has the other fraudulent charge of XXXX on it. Each account statement is accruing fees. When we call, they can never find the account statement that is under the old account number. Yet, both statements can be found in our online account under documents.

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 non-monetary relief