Consumer complaint received 2023-07-12
Company: TRUIST FINANCIAL CORPORATION
State: SC
Product: Credit card or prepaid 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 incurred an unauthorized charge on my credit card ending XXXX with SunTrust ( now, Truist ). I contacted the credit card company immediately and a claim resolution was provided on XX/XX/XXXX whereby the card ending XXXX ( with a case ID number attached ) was closed and a new credit card was issued on XX/XX/XXXX. From that time until now, everything worked as normal with the new credit card. 

I just logged into my Truist account on XX/XX/XXXX and noticed that Truist has added credit card statements from XXXX, XXXX, XXXX, and XX/XX/XXXX under the old credit card ending in XXXX, indicating that I owed the {$300.00} in stolen charges from XX/XX/XXXX. Fortunately, I have a printed resolution from SunTrust, dated XXXX, that states the unauthorized charge was resolved. Now, it's suddenly showing up as a new credit statement with an active balance. I contacted the Truist credit card department and talked with 4 different individuals for over an hour. They have informed me that the XXXX charge was resolved, BUT WILL NOT PROVIDE A WRITTEN RESPONSE TO THAT EFFECT. I simply asked for written confirmation that the XXXX unauthorized charge was resolved ; and, I did not understand why ( after 28 months ) a credit card statement had reappeared on my account under the old credit card ending XXXX. 

I was informed Truist has transitioned their credit card information back in XX/XX/XXXX and this issue was yet to be resolved. I informed each individual that this issue had never appeared after the card ending XXXX was closed up until XX/XX/XXXX. 

I'm alarmed that Truist refuses to provide me with written documentation about the successful resolution of this issue from XXXX. The representative indicated a complaint form was submitted internally from my discussion today, but I could not have access to that document. I simply again asked for written confirmation the XXXX charges had been resolved. The response was YES, but they wouldn't provide written documentation. 

I finally asked for a supervisor and expressed by displeasure about how this was being handled with a tremendous lack of transparency. After much angst, she agreed to submit my request for a written resolution to the Consumer Resolution Department and provided me with a case ID : XXXX. I asked if this meant I would be receiving written confirmation about my complaint 's resolution ; she responded by saying, " that's up to the Consumer Resolution Department ''.

I find this interaction with Truist Bank quite alarming and disturbing as they refuse to be transparent with the consumer. I have banked with this organization for probably more than 30 years and now can not get this issue resolved which includes removing the credit card statements beginning XX/XX/XXXX from my account. I'm considering closing the current credit card account to resolve the issue as the CONSUMER.

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