Consumer complaint received 2025-08-05 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: NC

Complaint narrative:
Detailed Explanation of Events Regarding Disputed Charges and Failed Resolution Attempts with Truist XX/XX/year> : I reported XXXX fraudulent charges to Truist ( Claim # XXXX ) after noticing suspicious activity on my account. Each charge was for {$35.00} and appeared at XXXX, No Frills XXXX, and XXXX XXXX XXXX. A new card was sent to me. 

XX/XX/year> : I identified XXXX additional fraudulent charges from the same merchants. I contacted Truist and was informed that these would be included under the original claim. 

XX/XX/year> : After not seeing credits for the second set of fraudulent charges, I contacted Truist again. I was informed that a separate claim was required, contrary to what I had been previously told. A new claim ( # XXXX ) was filed after reviewing each charge line by line with a representative. 

XX/XX/year> : I observed that all fraudulent charges had been temporarily credited back to my account. I then paid my remaining balance in full ( {$670.00} ). 

XX/XX/year> : I received a letter from Truist stating that duplicate claims had been filed and the associated credits would be reversed. Upon reviewing my account, I found the charges had been credited and debited multiple times, ultimately resulting in XXXX original fraud charges, XXXX debits, and XXXX credits. These transactions canceled each other out, leaving me with a remaining balance of $ XXXX exact amount of the original fraudulent charges. I had also yet to receive my credit card in the mail, which I discovered was mailed to my old address, despite having already updated it on the Website for my account. 

XX/XX/XXXX & XX/XX/year> : I visited XXXX different Truist branches in person with printed and digital documentation of the issue. Both bankers acknowledged the inconsistencies but were unable to resolve the matter, they also resent my card with the correct address that they verbally confirmed with me. 

XX/XX/year> : With still no revolution and having yet to receive a replacement card, which had once again been sent to the old address, I called Truist again to follow up. I verified my correct address ( again ), and was assured my new card would be reissued and mailed correctly. I was also told I would receive a letter explaining the outcome of my claim. Despite confirming the correct address multiple times, the card was again mailed to the wrong location. 

XX/XX/year> : I had still not received any explanation letter, and my account remained unresolved. After reviewing my statements again, I realized that the second set of charges were likely adjustments related to the original claim and not new fraud. Unfortunately, the representative I spoke to when filing the second claim did not recognize this, leading to the duplicate processing. This appears to have caused the multiple debits and credits, which effectively canceled each other out and left the original fraudulent charges on my account. 

XX/XX/year> : I contacted Truist again and asked to speak with a supervisor or be provided an email to send all supporting documents. I explained what had happened with the miscommunications and multiple claims, and my multiple attempts to resolve it. The supervisor acknowledged my findings and agreed and noted that multiple claim numbers were associated with the same issue. They gave me an email address for the XXXX Department and provided what was believed to be the correct claim number to use in the subject line. 

XX/XX/year> : After not receiving any follow-up, I called again and spoke with a different supervisor. She reviewed my submitted documentation and informed me that the claim number I had been given previously was incorrect. I re-sent my evidence with the correct claim number. She apologized for the inconvenience, acknowledged the confusion, and credited my account {$50.00} for the trouble. She reviewed the evidence I had submitted and agreed with my assessment, and informed me that it could take up to XXXX business days to receive a final resolution. 

XX/XX/year> : After receiving no communication from Truist, I followed up with another email requesting an update. 

XX/XX/year> : I received a letter from XXXX XXXX Department dated XX/XX/XXXX ( but postmarked and forwarded much later ), confirming that my original claim had been accepted and that the funds had been returned. However, this letter made no reference to the multiple errors that followed, and there was no actual credit reflected on my account. 

XX/XX/year> : I logged into my account and discovered that not only had the fraudulent charges still not been reversed, but I had also been assessed both a late fee ( {$25.00} ) and an interest charge ( {$5.00} ). My current balance is now $ XXXX the original fraud amount ( {$320.00} ) plus these fees. 


Despite numerous phone calls, in-person visits, and email communications with Truist, the bank has failed to properly address or correct the duplicate processing of my fraud claim. I have provided all documentation requested, acted promptly at each stage, and received repeated, conflicting information from Truist representatives. 
At this point, the banks failure to resolve the issue has not only left the fraudulent charges on my account but has also resulted in unfair late and interest fees, despite assurances that I would not be held responsible for charges under investigation. I am requesting CFPB assistance to compel Truist to properly investigate and correct these errors. Ive provided an XXXX spreadsheet outlining my evidence, a screen recording ( in the link below ) of my searching through my transactions to prove that the XXXX sheet and my findings were not fabricated in any way, the emails, a photo of the letter I received, and a screenshot of the fees incurred with resulting balance. 
I hope this is sufficient information. 
Thank you XXXX XXXX XXXX : XXXX? usp=sharing

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