Consumer complaint received 2023-11-27
Company: TRUIST FINANCIAL CORPORATION
State: DC
Product: Credit 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:
We received a business credit card with Truist Bank for the condo building which I am the XXXX  for, XXXXXXXX XXXX, in XXXX 2023. We used it once, to pay XXXX on XX/XX/XXXX. We used it a second time on XX/XX/XXXX, to pay the XXXX web service. Sometime between those two legitimate transactions, someone got our card information without our permission and made thousands of dollars in fraudulent charges. As soon as I discovered the charges, I made sure nobody at XXXX XXXX had authorized the charges, and on XX/XX/XXXX, I filed a fraud claim with Truist over the phone. The original credit card was cancelled, and the agent told me that some fraud paperwork would be mailed to me, and I would have to send it back right away. I explained I was going to XXXX for three weeks in XXXX and asked for the documents to be emailed to me. I never received ANY information via email. In XXXX I called dozens of times requesting the paperwork. In XXXX, when I would call, I was transferred to dozens and dozens of agents who could not help me. It was extremely frustrating. When I got back from XXXX, I checked my mail, to see if the paperwork had been sent by mail instead. I did not have anything related to the fraud case in the postal mail either. In XXXX I began calling several times a week. Apparently, the fraud case was filed incorrectly the first time and did not include most of the charges. On XX/XX/XXXX, we paid the two legitimate charges plus the late fee, because Truist would not accept the payment from our financial services company. Yet, on XX/XX/2023 our balance still shows as {$3700.00}. On XX/XX/2023, I finally received the first correspondence from Truist regarding the case. However, case XXXX only listed seven transactions totaling {$450.00}. As soon as I received that letter, I called Truist. They escalated the case and submitted a more complete fraud case, XXXX on XX/XX/2023. I waited a week and called again, and they escalated the case a second time because they could not explain why the charges had not been removed. I did get a letter in the mail about the third fraud case, which was dated XX/XX/XXXX, but I did not receive until the week after that date. The letter directed me to call a phone number that was incorrect to obtain an affidavit of fraud. I replied to the XX/XX/XXXX letter on XX/XX/XXXX explaining in detail what a complicated and frustrating situation it was and sent the letter with all the paperwork I had received up to that point to the Truist Fraud division email box. In XXXX, I had to go into the Truist branch for help when the customer service line said they could not help me. At the branch, I learned nobody knew if an affidavit of fraud would be necessary, and if it was necessary, how I would be notified of it. I continued to call Truist several times a week through XXXX and XXXX. My fraud case has now been escalated at least seven times to no effect. I did receive one phone call from Truist and the agent explained I had to pay the minimum charge to prevent the credit card from being declared in default. So I have paid {$38.00} on XX/XX/2023 when all charges left on the card were filed as fraud. I also paid {$38.00} on XX/XX/XXXX when all charges left on the card were filed as fraud. I believe under the Fair Credit Reporting Act I should not have had to make those payments. On Friday XX/XX/XXXX, my balance on the credit card showed {$0.00} finally, and I did not make a XXXX payment on the card because it said no payment was required. Yet today the card shows a balance of {$3800.00} including months of interest charges and a late fee for not making payment in XXXX. I responded to a survey the week of XX/XX/XXXX explain my dissatisfaction with the fraud claim process. I have tried multiple ways to work with Truist for more than six months to resolve this situation and I don't know what else to do other than to get regulators involved. 
I filed complaint # XXXX with the CFPB on XX/XX/2023. Truist requested and received an extension to sort it all out. It took them until XX/XX/XXXX to respond. They solved it by refunding each and every charge ever made on the card. Prior to XX/XX/XXXX, I had called to request the two legitimate charges be removed from the case. 
On XX/XX/XXXX, the two legitimate charges were put back on the card, but the record that we had paid those charges in XX/XX/2023 was not reflected. The customer service agents can not help me and I'm very frustrated that this fraud case has come back to life. I wish they would either remove the two charges added on XX/XX/XXXX, or give XXXX XXXX XXXXXXXX an equal amount of credit for paying it. If you look at the XX/XX/2023 Truist Statement, we paid {$110.00} on XX/XX/2023. This is totally crazy. I thought I understood the settlement, that they would refund everything on the card and the balance would be XXXX, they would even refund the two legit charges. Then Truist changed the deal. I repeatedly tried to contact XXXX XXXX, the Truist agent who helped me resolve the first complaint, but he never answered my phone calls or messages. On XX/XX/XXXX I filed a Truist claim ( XXXX ) to remove the two legitimate charges, but it has now been a month with no resolution. The Monday before XXXX I was told by an agent that I had failed to return fraud paperwork. BUT THEY NEVER SENT ME THE PAPERWORK. This is exactly the scenario I experienced in XX/XX/2023. I'm so frustrated by the poor communication and lack of paperwork. I have been on hold with Truist customer service for hundreds of hours since XXXX XXXX. I don't know what else to do but file another complaint with your agency.

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