Consumer complaint received 2025-08-07 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:
Truist has denied multiple dispute claims, stating you authorized the transactions or according to their terms & conditions youre not eligible for a refund. 

Their terms & conditions are unenforceable. I have been going back and forth and back and forth and back and forth with Truist for the past TWO MONTHS just for someone to take me seriously. And no one has. No one has actually done the work. I have done the work of a lawyer fighting for a client, and I couldnt get one person to actually recognize the violation of consumer protection laws. 

I have done a diligent job previously to submit all relevant evidence, including the merchant 's Terms & Conditions. I am now going to include proof of the removal of the app from the XXXX XXXX, and also will include documentation of XXXX XXXX XXXX XXXX completing my disputes with all disputes ruled in my favor due to acknowledgment of Regulation Z. 

Here is the information : Misleading Advertisement The app advertised real cash rewards, but did not promote itself as gambling, just as skill games According to the FTC, this misrepresentation is considered a violation of Truth In Advertising, and is considered fraud The company boasts 24/7 access to help, but it is an XXXX XXXX that doesn't adequately respond Skill games are illegal in the state of Virginia The app skirted the XXXX XXXX 's App Review policies, which require that all apps promoting gambling must include geolocation & geoblocking Merchant misrepresentation XXXX XXXX as a merchant name is incorrect. XXXX XXXX  is an app, not a merchant XXXX is the developer through the XXXX XXXX, therefore is acting as the merchant On my XXXX XXXX XXXX, the XXXX labeled the app as a game, when, in the case of gambling, the company MUST correctly identify its merchant category. 
Regulatory & Platform Action I reported this app to XXXX 's App Review in early XXXX, regarding it's blatant disregard of their regulations, and local laws XXXX, as of XX/XX/year>, has removed this app from the XXXX XXXX 
All apps developed by XXXX XXXX XXXX XXXX have been removed from the XXXX XXXX XXXX XXXX XXXX XXXX, another card company used for transactions, has refunded the full amount for the same exact charges I received a {$150.00} refund from this company on my XXXX XXXX XXXX card ; I then had one dispute totaling {$300.00} finalized within my favor, so I was able to keep the provisional credit on my account. 
Federal Law violations As a Virginia resident, skill games & other online gaming is not allowed While the XXXX XXXX  XXXX of the company state that it is the consumer who should check, that is actually negligence, illegal behavior, and violates the App Review process, which requires proper geolocation & geoblocking Their terms & conditions do not apply, as they are unfair toward the consumer and violate consumer protection regulations Mental health At the time of these transactions, I was in a XXXX  XXXX  state related to recently diagnosed XXXX XXXX... The reason my XXXX  caught it was because of these multiple transactions and falling for a scam online. 
Regulation E specifies that a cardholder must authorize a transaction under a sound mind. Due to my mental state and the predatory nature of the company, these transactions were not authorized Given the above, I am requesting a full reevaluation of my dispute under Regulation E, as these were unauthorized charges under deceptive and fraudulent conditions.

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