Consumer complaint received 2021-05-20
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX a text was sent to my cell phone from BB & T asking if I authorized a charge to a XXXX XXXX. This text was sent at XXXXXXXX XXXX. I did not see it until I woke up at XXXXXXXX XXXX. I responded no and they stated my debit card is blocked and they will contact me or I can contact them and listed their 800 number. 

I immediately logged in to my bank account and discovered there was another charge pending of {$400.00} for a XXXX XXXX. I called the 800 number that morning and spoke to a representative. She informed me that the charge for the XXXX XXXX was removed and my card was turned off. She stated a new card would be issued and I should receive it in 5-7 days. As we were speaking she ask me about the XXXX XXXX charge. I informed her that charge was also fraudulent and that was why I was calling. We reviewed charges in my account. She informed me that I can dispute that charge once it is processed through ( it was pending at that time ). 

On XX/XX/XXXX I disputed the XXXX XXXX {$400.00} charge. I filed a dispute through my banks app on my phone. On XX/XX/XXXX I received a letter in the mail from the bank stating that based on the facts of their investigation they do not find that an error occurred. They stated that the transaction appears to be authorized. I immediately called their 800 number and spoke to another representative. He ask me to email him a screen shot of the text I received. He stated that he is going to reopen the claim and resubmit it for review. He said if I did not see anything in my account by Tuesday or Wednesday to give them a call. At that time I still did not have my debit card and inquired about that. He said that it looks like a new card was never issued for me. Unfortunately he could not do that ( I would have to call another department ) so he suggested I go to the bank and ask for a temporary card and while I am there they can file for a new card to be sent to me. I went to my local branch the following day and took care of the debit card issue. 

I called on XX/XX/XXXX for a status update on the resubmitted claim. I was informed that it takes 48 hours to receive a decision and one should be made by the end of the day. I was informed to call back Wednesday or Thursday for an update. 

I called XX/XX/XXXX for a status update. This time I was informed that it was submitted XX/XX/XXXX and was informed again that it takes 48 hours for a decision, and there MAY be a decision by the end of the business day today. 

I am now 3 weeks without the funds being returned to me. I have been told twice this week it takes 48 hours and twice told that a decision should be made by the end of the day. This is a fraudulent charge and no one has reached out to me during the investigation to interview me or ask me any questions. I keep getting pushed off.

*Also- I emailed my local senior relationship manager at my local branch ( she is listed on my app ) on XX/XX/XXXX regarding these charges and what to do to dispute them. I received a bounce back message that she would be out until XXXX. As of today, XX/XX/XXXX, I still have had absolutely no contact from this person whatsoever. After I received her bounce back email I immediately called the 800 number and have been dealing with them since my local contact will not contact me.

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