Consumer complaint received 2023-06-28
Company: TRUIST FINANCIAL CORPORATION
State: GA
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:
XX/XX/XXXX : - Email received from Truist saying my credit card was now set up for XXXX XXXX. I did not initiate the request. 
- Separate email from Truist XXXX XXXX saying suspicious activity on Truist card - Called Truist the same day on the number to call if you didn't make the request. Told them the freeze the card and report it as fraud. 

XX/XX/XXXX : - Called Truist back due to no card received in mail and no resolution on case or contact back from Truist. Asked about late payments and interest fees they charged. They said they'd be removed once the investigation is over. They said not to pay the fraud amount as it's pending and they will refund it once it's completed. Asked for them to send a new card. 

XX/XX/XXXX : - XXXX is still pending. There are no updated on the claim. Still no replacement card received in mail. 

XX/XX/XXXX : - Claim has been denied. At this point, Truist representatives started denying to help me until I asked to speak to their supervisor. The supervisor escalated the claim for me and said the investigator/analyst will reach out in a few days via mail or email. Still no contact back from Truist. 

XX/XX/XXXX : - Claimed has been denied again. Asked for reasoning. Truist XXXX Department supervisor told me that it was denied again because the investigator/analyst said that the vendors in question said the card was present at the time of purchase. Reviewed charges with the supervisor, explained how I live XXXX miles away and was not there. Explained how I've had the credit card in my possession the whole time. Escalated claim again and said the investigator/analyst would reach out when they have made a judgment. 

Unauthorized Charges : XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$22.00} Total Fees and Interest Charged : {$140.00} Additional Notes : - Truist claims that the vendors say the charges are accurate because the credit card was present at the time of purchase. 
- I have been in possession of the credit card and have not been in the state the purchases were made. I'm located about XXXX miles away and was at work when the charges happened. 
- Truist does not follow up on fraud claims. I have to call the fraud department every time and escalate the cases. I've never been contacted by the fraud investigator/analyst like they say they will. 
- They are not comparing the purchasing pattern for the claim, such as types and amounts of purchases, with my previous purchases - They are not reviewing the place of delivery relative to my home or place of work addresses - They are not considering where the purchases were made relative to my address and typical shopping venues - They are not comparing the signature on any purchase receipts with my signature- They are not responding to my claims. Instead they continue to deny my claim without providing a logical reason or actual proof. 
- I have been working with Truist for over 3 months and continue to escalate cases but have not been helped or contacted. 
- I have been a customer 8 years and have had no issues up to this point- I have paid the full amount of unauthorized charges, fees, and interest that were posted on the credit card - I have references that can vouch for me being in my home state on the day of the fraudulent charges

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