Consumer complaint received 2022-10-19
Company: TRUIST FINANCIAL CORPORATION
State: FL
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:
Fraudulent activity occurred on this account XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. I have tried to work with this company to clear the fraud. I have not used this card since XXXX and assumed it was closed since Suntrust bank is no longer in business. I have never received any mail regarding a transition to Truist. I attempted to log on to the account page to see what activity occurred and file dispute paperwork, but the account can not be found. I have yet to talk to a human to help me do this. I have yet to file official fraud dispute paperwork, it's not for a lack of trying on my part. Since XX/XX/XXXX it's been a series of phone calls to clear this up. None of them resulted in speaking to an actual human. I am a hard working fiscally responsible American.I pay all my debts on time, including this card, which was paid in full in XXXX. During this whole process I have only spoken to XXXX people, XXXX who said they would file fraud charges and send paperwork, the other couldn't even find my account and said it was due to the Suntrust merge. Weeks of this ... and then a delinquent non payment showing up on my spotless credit report ... I filed complaint with both the XXXX  and CFPB. I was given three contact people ( XXXX, XXXX, and XXXX XXXX ) and was informed I would receive all contact via mail. I have left multiple messages to the above three contact people. I would love to know what is actually happening because I have received nothing from this company other than one letter stating one of the charges was removed. In the meantime, more billing cycles and more delinquent payments showing up on my credit report. It's unacceptable. I have NEVER had problems with a credit card company to this degree. In fact, I am usually contacted by my credit card companies when they suspect fraudulent activity. It is an easy process to freeze the account and send the proper paperwork to file a dispute. This is not happening with Truist, I have heard nothing from this company, no bills, no calls, no emails ... at this point I would rather pay the {$27.00} in charges I never made just to get this off my credit report, but I do not even know where to send payment! The only reason I know this card carries a balance is because I called the automated line. This company excels at automation. It would be a miracle if a human actually cared enough to contact me.You can not speak to a person, you get XXXX robot after another and then get hung up on. What is happening with this company is criminal. They are intentionally ignoring people and destroying their credit in the process. Shame on them for taking advantage of hard working tax paying Americans. My credit is dinged over a {$27.00} fraudulent charge that I can not pay because I never even received a bill, and am unable to log on to their website, or even contact a person in payment. Please investigate this company. Perhaps litigation is necessary to clear this up, as it has caused me XXXX XXXX XXXX. From the complaints I have seen online regarding this bank, I am not alone. Please publish this so consumers will avoid this company. I am surprised a civil suit has not been filed, since there are literally thousands of people online with similar complaints as mine against this corporation. It's ridiculous that I have had to go to such extremes for a company to do the right thing. I feel sorry for those who do not have the means to do so and are continually taken advantage of. Judging from the thousands of complaints logged with the XXXX about Truist, perhaps it's time to actually investigate this company.

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