Consumer complaint received 2026-06-25 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: AL

Complaint narrative:
This is a followup to CFPB complaint ID XXXX. I've also filed a complaint with the FTC Federal Trade Commission. FTC Report Number XXXX. ( Report included in the attachments. What happened I filed an earlier complaint about Truists handling of Claim XXXX. Since that filing, Truist mailed two denial letters ( XX/XX/XXXX and XX/XX/XXXX ) that uphold the denial but did not include any of the evidence the bank says it relied on. On XX/XX/XXXX I called Truist. Fraud agent XXXX escalated the matter to the Client Advocacy Research and Resolution Team, named her supervisor XXXX, and messaged the team during the call. I spoke with XXXX XXXX, who promised to email the written CFPB response and all evidence to my email on file before the end of the business day. XXXX refused to provide an employee ID and would not give a specific send time. The call ended at XXXX XXXX CST. I was given callback number XXXX if I did not receive the email. Truist later mailed the two letters referenced above ( XX/XX/XXXX denial from Fraud Assistance Center, and XX/XX/XXXX letter from XXXX XXXX referencing CFPB Case XXXX and Claim XXXX ). Neither letter included transaction logs, merchant records, signed receipts, device/IP data, surveillance footage, call recordings, investigator notes, dispute notes, or any analyst conclusions. Truist has not provided mailing/tracking proof for either letter and has not emailed the investigator file despite the promise from XXXX XXXX . I contacted the merchant named on the disputed transactions. XXXX XXXX, Project Manager at XXXX XXXX, confirmed their accounting shows no charges under my name or for the dollar amounts in question and stated the company only invoices municipal entities for large publicworks projects. He said this is likely a hacker or fraudster entering fraudulent card charge or bank draft using our business name and advised the financial institution to investigate and credit me if the charge can not be traced to XXXX XXXX. Merchant contact : XXXX ; XXXX XXXX. Why I am filing this followup Truist denied my fraud claim but has refused or failed to produce the underlying evidence it claims supports that denial. I explicitly requested email delivery because I do not receive mail at the rental address on file ; Truist promised to email the materials and failed to do so. The merchant has confirmed no record of the charges, which supports that the transactions were fraudulent and not authorized by me. What I requested from Truist Email to my address on file the written CFPB response referenced in the XX/XX/XXXX letter for Claim XXXX. All evidence relied upon in the investigation for Claim XXXX, including transaction logs ; merchant records; signed receipts ; device/IP data ; surveillance footage ; call recordings ; investigator notes ; dispute notes ; and analyst conclusions. Proof of mailing for the XX/XX/XXXX and XX/XX/XXXX letters ( tracking numbers, mailing receipts, postmarks ). Escalation/reference numbers for XXXX internal message and for XXXX XXXX handling . Full name and title of the investigator who performed the review and the person who authorized the denial. Confirmation whether Truist will reopen the investigation in light of the merchants statement that no charges were found. Relief requested from the CFPB Require Truist to produce immediately the written CFPB response and all evidence relied upon for Claim XXXX and deliver those materials to my email on file. Require Truist to provide mailing/tracking proof for the XX/XX/XXXX and XX/XX/XXXX letters. Require Truist to reopen and reinvestigate the claim if it can not produce the evidence, or explain why the evidence can not be produced. Consider enforcement or further action if Truist fails to produce the requested evidence or misrepresented that it would email the materials. Key dates and facts to reference XX/XX/XXXX : Truist denial letter ( Case XXXX ). XX/XX/XXXX : Truist letter upholding denial ( references CFPB Case XXXX ). XX/XX/XXXX : Phone call with Truist ; call ended at XXXX XXXX CST ; XXXX XXXX promised to email evidence before EOB ; callback number XXXX. Merchant contact : XXXX XXXX, XXXX XXXX, XXXX, XXXX XXXX. Attachments and availability I have copies of both emails I sent to Truist requesting the evidence, and the merchant statement available on request. I can provide those documents to the CFPB or Truist upon request. I also have the original emails from the Vendor saying that this is fraud and I wasn't responsible as this has happened many times before. I've provided it again below and it is also in my original request. From Vendor in question ; Hello XXXX, I apologize for the late response. I did have our accounting check to see if there were any charges under your name or for any of those dollar amounts. We were not able to find any charges on our side. We are a design build firm and only build public works projects. We don't have any actual merchandise or product that we would sell for that low dollar amount. Typically if we are charging something, it would be to a municipal entity ( XXXX XXXX XXXX, XXXX XXXX ) and it would be in XXXX of XXXX of dollars. Unfortunately we have seen this before. This is likely a hacker or fraudster entering fraudulent card charge or bank draft using our business name. I would reach out to the financial institution and let them know these are fraudulent charges. They will typically do an investigation to find the paper trail from where the charge came from. When they are unable to track it back to our company they should credit you back and hopefully go after the fraudster. Hope this helps. Let me know if you have any other questions. Best of luck! On Fri, XX/XX/XXXX, XXXX XXXX XXXX XXXX wrote : XXXX, Did you ever capture the information about the fraudulent charges as I'm trying to fix a credit issue. XXXX XXXX has reached out to you previously on this matter. I " v XXXX put her in copy. The charges in question are below, please let me know if you've any information on these charges for XXXX XXXX. Charges XX/XX/XXXX {$11000.00} XX/XX/XXXX {$1600.00} XXXX XXXX XXXX XXXX XXXX Project Manager XXXX P ) XXXX x XXXX F ) XXXX XXXX

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