Consumer complaint received 2024-12-30 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: TN

Complaint narrative:
I have been dealing with a fraud issue with Truist bank and Truist credit card ( Case number XXXX ) sinceXX/XX/XXXX Truist has treated me like I am the criminal and refuses to honor a paper they sent me that would have ended this. 

I have banked with Truist / Suntrust for over XXXX years. I never had an issue, never filed anything until this past XXXX when somebody hacked into my XXXX XXXX, XXXX which was attached to my Truist credit card, and helped themselves to {$2400.00}. 

I have since then found out that if you do not have a lot of money with Truist, you do matter to them and the only thing that does, is their own self interest. And I've never been more hurt by a company in my life. 

Here is the scenerio of events - In XX/XX/XXXX when I got the notification that a payment of {$2400.00} went through. I immediately logged in and filed a fraud charge with XXXX XXXX who said they looked into it. They came back and said it didn't look like fraud to them, so they weren't going to refund me. I then immediately called Truist who gave me a provisional credit of the {$2400.00} while they investigated it. 

A few weeks or so later, I recieved a letter saying they found that Truist felt I " participated and or benefitted from that transaction '' after getting information from XXXX XXXX. So, that money was being put back onto my card. I was devastated that Truist made ME into the criminal. 

On XX/XX/XXXX, I immediately called them up to ask them what can I do because that was NOT true! They asked if I had filed a police report. I had not because I didn't know I could, since I've never had this happen to me before. I immediately hung up and went and filed the report, even screenshot my XXXX XXXX to show that I didn't not even use my XXXX XXXX, and the last transaction was over a year ago to pay my XXXX  XXXX But when he died, I had no reason to use that and I did not. 

I sent all of this paperwork to Truist fraud canter on XX/XX/XXXX. On XX/XX/XXXX Truist sent me a letter stating that " The investigation was completed '' ( which is self explanatory to mean they had everything and went over it ) and they would remove that charge and all applicable fees. 

A few days later ( around XX/XX/XXXX ) it still was not removed, so I called Truist and the lady on the phone told me that there was no record of this paper in the system and basically accused ME of creating a fake paper because if Truist had sent something, it would be in their system. I was livid!! 
When I calmed down, she told me to bring into my local branch to authenticate it. 
I hung up with her and immediately drove over to my branch ( XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX ) where the branch manager, did indeed authenticate it and figured someone on the other end messed up by not putting it into the system. 

She scanned it in and sent to someone through email, but every day that went by, I called and she told me that she has recieved no response and that my only course of action now is to go back to the beginning by calling the fraud dept because there was nothing more she could do. 

So I did on XX/XX/XXXX. I spoke to a guy that said he wanted me to email it to him. ( XXXX XXXX ) I did, but never heard a word back from him and I emailed every day. Still Nothing. 
A few days later, I once again, called the fraud dept and got another lady who said she would look into it and assured me she would call me back. 
She did on Monday XX/XX/XXXX. BUT ... she said to me, she spoke to the fraud center and they said that letter was for the initial provisional credit. 
I was again FURIOUS and asked her how stupid she hoped I was. This was dated XX/XX/XXXX and it STARTS by saying " we have completed our investigation ''. That is NOT about the provisional credit. That means they have everything and went over it and the investigation was complete. I am NOT as stupid as she was hoping I was. 
So THEN, about 30 mins later, her next excuse on the SAME phone call was - " Oh I see here that it was a mistake to send that to you ''. Are you serious????? IF that is the truth, then how unprofessional of Truist and how unprofessional of HER to say that. But I said, putting aside the fact that this is now your second excuse for this XX/XX/XXXX XXXX, in 15 mins- " your mistake is NOT my problem, Truist needs to honor this letter '', so who is higher than you that I can talk to?? 

She insisted there was NO ONE that I could talk to. The fraud dept made their decision. ( Sidenote - they also made the decision on XX/XX/XXXX that I was NOT responsible, but no one seems to care about that ). 
She flat out refused to give me another name, phone number or email address. I told her that I would research and find it online myself and to be honest, I told her that I would withdraw the money I had in there and leave {$2400.00} on the credit card unpaid for, because I dont need to care about my credit score at this age and stage of life. And I would use the internet to constanly make sure everyone knows that Truist is self serving and only cares about their customers that have money and treats the rest of us like we are the criminals. ( They recorded all of the phone calls and there is a trail of information under that case number ). 

I then posted on social media XX/XX/XXXX ( which I will continue to do every place I can ) about how Truist is only self serving and if you have a fraud issue, YOU are the criminal. They don't care. 
Someone from social media called me back and when you listen to that call, you will hear where even SHE agrees that " We have completed our investigation '' IS saying they have everything, despite the notes they put into the system. But that she can't do anything to help me either and directed me back to that very first phone number. 

On XX/XX/XXXX, truist sent me ANOTHER letter essentially reversing the XX/XX/XXXX decision and this case will be closed because they have made their final decision. Again, they ALSO made their final decision on XX/XX/XXXX saying the investigation was completion and I was not going to be responsible for it. XXXX XX/XX/XXXX letter by passes the XXXX XXXX letter and references the very first letter I recieved in XXXX. As if the XX/XX/XXXX letter never happened. 

So, that's where we are. 

I am not going to go through ALL of this if I had indeed " participated in/ or benefitted from '' this transaction. I am a new widow who is now working on 1 check and for Truist to do this to me the first time I file a fraud charge, is horrifying. 
I just want Truist to honor the letter they sent to me on XX/XX/XXXX and until they do, I will make sure everyone, everywhere hears what I am going through until they do. 

I have all of these papers attached, the police report filed, screenshot of my cash app ( I deactivated my account and got rid of that app - so I can only send the screenshots that I sent to Truist.

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