Consumer complaint received 2024-01-21 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: NV

Complaint narrative:
The following fraudulent charges were charged to my Truist card : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called Truist on XX/XX/XXXX to report the charges and close the card. They assigned me case # XXXX and initiated a card replacement. The call lasted XXXX minutes. On XX/XX/XXXX XXXX additional fraudulent charges appeared on my account. I called Truist back on XX/XX/XXXX to report the additional charges. The called lasted XXXX minutes. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX A second claim number was issued # XXXX. I followed up on XX/XX/XXXX. The call lasted XXXX minutes. I called on XX/XX/XXXX. The call lasted XXXX minutes. Reason : the app started showing duplicate charges with XXXX. I was advised by the Truist agent that the " XXXX '' line items were from the fraud team, as they had made adjustments to cancel out the charges while they investigated my claims. The agent said Truist 's app is broken and I should not be able to see the " adjustments ''. She stated my future statement would reflect my true balance, but advised I would need to disregard my XXXX statement as it would be incorrect. Instead, I would need to wait until I received my XXXX statement. 

I then received forms in the mail. # XXXX was filed incorrectly, by the Truist agent, as a dispute and not as a fraud claim.The Truist agent also added a legitimate purchase of {$160.00} for XXXX XXXX XXXX XXXX claim. XXXX of the fraud charges ( {$360.00} and {$320.00} ) were listed on both claims, which was also wrong. These amounts were charged fraudulently once, not twice. I called again on XX/XX/XXXX to correct. The call lasted XXXX hours and XXXX minutes. # XXXX was still not corrected. I called again on XX/XX/XXXX and the call lasted XXXX hour and XXXX minutes. The agent, XXXX, confirmed # XXXX was filed incorrectly as a " merchant dispute '' and confirmed {$360.00} and {$320.00} were logged twice. XXXX advised she would update the claim type to fraud and remove {$360.00} and {$320.00} so they would only appear on XXXX of the claims and not both. XXXX advised these updates would be reflected on my next statement cycle. 

On XX/XX/XXXX, in the app, my account showed the {$210.00} charge had been " adjusted ''. On XX/XX/XXXX I received XXXX statements for XXXX. Neither are correct. On XXXX of the XXXX statements {$210.00} is showing as a purchase and not a credit. 

I made a partial payment for XXXX XXXX XXXX as I was unsure of my true account balance since I was told the app was incorrect and to wait for the updated statement. As a result, I have now been charged double interest. {$21.00} and {$22.00}. 

This issue has been ongoing since XX/XX/XXXX and is still not resolved. The agents Truist has employed either are incompetent or are intentionally providing misinformation.Truist 's defective app and inaccurate statements prevent users from being able to make informed payments. As a result, Truist is profiting off of interest that would have not otherwise been accrued had the user been been able to make an informed payment.

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