Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
Claim XXXX XX/XX/XXXX at XXXX a subscription to XXXX office was charged to account in the amount of {$100.00}. Hours later after several failed attempts to use service with no avail I attempted to contact XXXX multiple times through out the day and no help was provided only what seemed like scam callers asking for my full card number and social. I then called my bank Truist at night and they said it would be a charge back because I authorized the transaction so i completed a charge back. No calls or messages from Truist until XX/XX/XXXX and I recieve a email to provide more information on the case. I give them call logs times. phone numbers. screen shots of the original reciept with transaction numbers and my card information for refence as well as a detailed review of the event. No calls or messages for another XXXX weeks. I get frustrated because it has been a month now. I call on XX/XX/XXXX XXXXAfter multiple attempts to truist I get a XXXX who states they have done no other action other than just snail mailed a usps letter out to the merchant a day ago. Frustrated I explain I believe it should have been a fraudulent claim and why has no other actions been taken within a month, she assures me they are working towards it and it may take up to XXXX days maybe for a credit. This whole time they never gave me a provisional credit or any money back in good faith. I explain to the agent I will give them until XX/XX/XXXX to call me back to provide an update. No updates or calls. I call XX/XX/XXXX to again have to be transferred to a XXXX who stated theres nothing I can do but wait. I stated I wanted to make the case fraudulent instead of a charge back. She did not want to process the case and said if she did I would have to cancel the charge back-wait XXXX hours and then reporcess a fraudluent case. I said ok. She then put me on hold came back online and said she found out she will keep the charge back but put notes in the exisitng case and it will be now a fraud investigation but my card will be cancelled and I will have to get a new one. I said ok. And would wait for decision. XX/XX/XXXX I get a voicemail to call truist back it is a time sensitive matter. I call back and again have too be transferred to a XXXX because agent could not verify me through claim number. I get a male XXXX at XXXX XXXX XX/XX/XXXX. He is initially passive aggresive-states the reaason for the voicemail was only to inform me they rejected the request to turn the charge back claim into a fraud claim and now imback to square one and have to wait up to XXXX days.After multiple attmepts to get him to help he was upset and did not waant me to proceed. I asked him mulitple times to cancel the charge back as it was not standard it was suppose to be fraudulent, he was condescending, and was very passive aggressive, he lied multiple times and stated there was no way for me to cancel the claim- then when i said i arrived at a local branch and was meeting with the manaher he then stated I could cancel but could not reopen a fraud claim and proceeded to just deny any attempts to resolve issue. When he knew he was going to be on speaker he put me on hold, while on speaker I showed the teller I had full bars service and phone was functioning and that he would try to hang up-and exactly that he got on the line and acted like his phobe had issues and then muted the line. The teller and myslef watched the phone and kept asking on the line if he could hear us. He then hung up the phone as expected. At that point the Truist branch XXXX XXXX XXXX attempted to contact truist himself and they stated only it was in review and the customer has to wait untilp to XXXX days. He suggested I make a complaint online with Truist as to escalate the situation because it was that bad. I need help on 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