Consumer complaint received 2024-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I have multiple accounts with Truist, both personal and business accounts. I initially had about {$4500.00} worth of fraud found on my credit card in XXXX Texas on XX/XX/XXXX and XX/XX/XXXX. I have never been to Texas, so the fraud is obvious. The charges were 4 identical charges to a XXXX XXXX and 2 large hospital charges, again, obvious fraud. I called Truist the following week when I discovered the charges and they assured me the funds would be returned within XXXX months after their investigation. 

I proceeded to go check in with the bank multiple times a month until we hit the three month mark in XXXX. About three and a half months after the incident, I went to my local branch to get a status update and sat there with them while they were on hold for multiple hours until they finally answered, could not find the claim I was talking about, and said they must have missed it and will now start their investigation. I made sure to get a claim number at this time so I could call them myself and get updates. I went to the bank multiple times and called multiple times within the next month, and every time I was given the run around because the claim number THEY gave me was incorrect. I still kept visiting my branch and calling on a regular basis at this point. The bank decided to exercise their right to offset payment and took {$260.00} from my personal account to pay the fraudulent minimum payment on my business account. 

In XXXX, I received the money back from the fraudulent charges, but still had a balance on my business account due to the late fees associated with the Fraud. I again kept visiting my local branch and calling to try and reverse or get credit for the right to offset payment charge, and the current balance which was composed of late fees and interest charges only. 

Come XXXX, I have now gotten a credit, not in the full amount, for the interest charges and late fees, leaving my remaining balance at {$8.00}, but the right to offset payment on my personal account had not been credited or reversed. I again spoke to the bank multiple times, and they just told me to sit back and wait for them to resolve the issue. Given that the remaining balance was {$8.00} and they only had to credit me a few XXXX XXXX, I decided not to keep calling and wait for something to change. 

Come XXXX, they now performed another right to offset payment for those remaining {$8.00} and never credited me anything back. I was on the phone with them again today, XX/XX/XXXX and spent over XXXX XXXX on hold and on the phone as they tried to understand and resolve my issue. The fraud department said that they had to send me to the credit card department to dispute the case, and then they proceeded to hang up the phone on me. 

In conclusion, the obvious fraud has turned into an eternal banking nightmare and I feel hopeless to recover the money they took from my personal account. The lack of communication between departments at the bank is horrid and leaves the customers with very little ability to speak to anyone who knows what is going on, and they are constantly losing the information on the claim. They gave me the wrong claim number multiple times, and they have a lot of trouble finding the case without the " correct '' claim number. At this point all I want to do is be refunded my money so I can close my accounts and move to a different bank, but this task has proven to be impossible for the average consumer. I have spent over XXXX  hours easy trying to resolve this issue, and that is selling myself way short. This whole issue has also really hurt my credit score as they have labelled me as a delinquent, which is very bad for a XXXX XXXX like myself who is working hard to make a name for himself. I really need help, you guys are my last hope on the issue.

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 monetary relief