Consumer complaint received 2026-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
In late XX/XX/XXXX, * I noticed a {$9.00} debit from my checking account ending in XXXX from XXXX XXXX for a XXXX XXXX The debit was dated XX/XX/XXXX. While I do use XXXX XXXX occasionally, I did not sign up for a XXXX XXXX I called XXXX XXXX and they confirmed that there was not a XXXX XXXX linked to my account. I then called Truist to report the fraudulent transaction. The customer service representative deactivated my debit card, ordered me a new one, and filed a claim on my behalf. I received my new debit card, activated it, and then received word from Truist that my claim had been approved and {$9.00} was debited back to my account ending in XXXX. In late XX/XX/XXXX, I noticed another {$9.00} debit from my account ending in XXXX from XXXX XXXX for a XXXX XXXX on XX/XX/XXXX. I immediately called Truist and questioned if the transaction was actually a debit card transaction vs an ACH transaction, as I did not understand how it could be a debit card transaction since my debit card had been replaced. The customer service representative confirmed that it was my debit card. He deactivated my debit card, ordered me a new one, and filed a claim on my behalf. I received my new debit card, activated it, and then received word from Truist that my claim had been approved and {$9.00} was debited back to my account ending in XXXX. In late XX/XX/XXXX, I noticed another {$9.00} debit from my account ending in XXXX from XXXX XXXX for a XXXX XXXX on XX/XX/XXXX. I immediately called Truist and questioned how this could keep happening. The customer service representative didn't really have an answer, but deactivated my debit card, ordered me a new one, and filed a claim on my behalf. I received my new debit card, activated it, and then received word from Truist that my claim had been approved and {$9.00} was debited back to my account ending in XXXX. In late XX/XX/XXXX, I noticed another {$9.00} debit from my account ending in XXXX from XXXX XXXX for a XXXX XXXX on XX/XX/XXXX. I immediately called Truist and questioned how this could keep happening. The customer service representative I spoke to this time determined that, while the other agents had deactivated my debit card, they had not deactivated the token, which allowed the merchant to keep debiting my account. The agent deactivated my debit card and the token and filed a claim on my behalf. I received my new debit card, activated it, and then received word from Truist that my claim had been approved and {$9.00} was debited back to my account ending in XXXX. I checked my account ending in XXXX in late XXXX to confirm that there was no XXXX XXXX XXXX XXXX transaction. There was not, from THAT account. However, on XX/XX/XXXX, there was a {$9.00} debit from XXXX XXXX XXXXor a XXXX XXXX on the joint account I hold with my daughter ( account ending in XXXX ). I immediately called Truist and gave the full history of what had been taking place for several months now and specifically requested that the token associated with my daughter 's debit card be deactivated. The agent said she would do that ; she also deactivated my daughter 's debit card, ordered her a new one, and said she would file a claim for the {$9.00}. When my daughter received her new debit card approximately a week later, I realized I hadn't heard anything regarding the claim and recalled that the agent had not given me a claim number. I called back to XXXX and confirmed that the agent had not filed the claim for me. The claim has since been filed and a provisional credit in the amount of {$9.00} has been credited to the account ending in XXXX. Today, XX/XX/XXXX, I checked the accounts again and discovered that XXXX XXXX debited the account ending in XXXX {$9.00} for a XXXX XXXX on XX/XX/XXXX. Not only did the agent to whom I spoke in early XXXX not file the claim, she did not deactivate the token as I expressly requested multiple times. I called Truist today and went through the same process as the prior XXXX times. The agent I spoke to today assured me that he had deactivated the token while I was on the phone with him, but I guess a month from now I will see if he actually did so. He deactivated my daughter 's debit card, ordered her a new one, and filed a claim on my behalf. * This was actually the second XXXX XXXX XXXX XXXX debit from my account ; as I was researching to pull together the information to file this complaint, I noticed that the first debit occurred on XX/XX/XXXX. I have not yet disputed this transaction with Truist and at this point probably won't because I am so tired of dealing with this.

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