Consumer complaint received 2022-08-09
Company: TRUIST FINANCIAL CORPORATION
State: NC
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:
I was on my honeymoon in XXXX XXXX XXXX and on XX/XX/2022, I noticed one evening my credit card was gone from my wallet. I checked my bank account and noticed two large purchases/expenses I did not perform. One charge was for {$55.00} and the other was for {$430.00}. There were also two cash advance fees I did not perform. I have never performed any cash advances with my credit card, to my knowledge. The cash advance fees were {$10.00} and {$17.00}. My co-signer who has access to my bank account called Truist ( still SunTrust at the time ). Truist/SunTrust froze my credit card and instructed my co-signer to tell me to submit a fraud claim to dispute the charges. In XXXX, I mailed a claim form to a SunTrust XXXX address. At that time, all of my correspondence with SunTrust/Truist for the previous 6months had been with XXXX email. In XXXX, I still had not heard back about my claim, so I called the credit card fraud department, which informed me that Truist had contacted me. I asked them how they had contacted me and eventually we discovered Truist sent a request for additional information to an XXXX XXXX  email address Truist had not used to contact me in 6months. I asked the person I was speaking with if we could keep my case open because of this mistake, and they said yes, and to send a new fraud claim form. They informed me this claim would be received as a " rebuttal '' to the original decision, which was to terminate the case due to lack of response. Again, however, this lack of response was the fault of Truist, which apparently deliberately chose to use an outdated contact method. After waiting on the next form I sent, I called Truist again in XXXX, XXXX, and XXXX, asking when and if I was going to hear back from them about my claim. I was told within 2days and within 10-14days. I also visited a branch in person in XXXX and in XXXX ; in XXXX, I was encouraged to wait a few days and call ; in XXXX I was told they don't handle credit card claims in person. One of my XXXX phone calls and my XXXX in-person visit prompted the employees to submit escalations/complaints, which they instructed would result in me receiving some kind of contact about my case ( s ). I have yet to receive a response to either. The very first phone call my co-signer had made resulted in temporary removal of the charges, but they all of course returned, and I am still being held responsible, without fair notice and explanation, or opportunity for a fair dispute process. These charges total {$510.00}. Truist offers fraud protection on my credit card, but appears to have done all it can to prevent me from being capable of responding to their time limits on fraud coverage and/or from receiving a fair dispute process.

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