Consumer complaint received 2026-01-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
Institution : Truist Bank Issue Type : Unauthorized charges, improper dispute handling, overdraft fees, failure to block merchant Product : Debit card / checking account Summary of Complaint I am filing this complaint regarding Truist Banks repeated failure to stop unauthorized debit card charges, improper handling of multiple disputes, unlawful burden-shifting onto the consumer, and the resulting financial harm caused by recurring overdraft fees. 
Despite multiple disputes being filed and at least one dispute being deemed valid, Truist allowed the same merchant to continue charging my account, including charging newly issued debit cards that I never authorized or provided to the merchant. 

Detailed Timeline & Facts XX/XX/XXXX : Unauthorized charges from XXXX XXXX  ( {$22.00} ) appear on my Truist account ( this is the earliest date visible in my records ). 

XX/XX/XXXX : I notice the recurring charges and dispute them directly with XXXX. XXXX issues a credit for the most recent charge only. 

Despite this, XXXX continues charging my Truist debit card. 

Late XXXX : I lose my debit card while traveling internationally and am issued a replacement. I reasonably believed this would stop any unauthorized charges. It did not. 

XX/XX/XXXX : I formally dispute the charges with Truist under Claim # XXXX and request this merchant be blocked. 

Truist deems the dispute valid, credits the unauthorized charges, reimburses overdraft fees, and issues a new debit card. 

Despite this determination, XXXX begins charging the new debit card again, even though I never provided XXXX with the new card number or authorization. 

XX/XX/XXXX : I file another dispute with Truist under Claim # XXXX and BEG Truist to block this merchant. 

I receive an email confirming the claim submission. 
No written determination is ever sent to me. 

XX/XX/XXXX XX/XX/XXXX : Additional unauthorized charges post despite Truist assuring me the merchant would be blocked. 

Charges on XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX ( today ) : When I call Truist, I am verbally informed by a supervisor ( XXXX ) that : The dispute was denied I was never notified of the outcome I must now provide documentation proving I did not have dealings with XXXX Key Violations and Consumer Harm * * Improper Burden Shifting Truist is demanding that I prove a negative that I did not authorize XXXX rather than requiring the merchant or bank to demonstrate valid authorization. This is unreasonable and contrary to basic consumer protection principles. 

* * Failure to Permanently Block a Known Unauthorized Merchant Truist acknowledged the charges as unauthorized in XX/XX/XXXX, yet allowed the same merchant to resume charging replacement debit cards without my consent. 

* * Lack of Required Dispute Notification Truist failed to notify me in writing of the dispute outcome for Claim # XXXX, depriving me of the opportunity to respond, appeal, or submit additional information. 

Financial Harm & Overdraft Fees Unauthorized charges total : {$500.00} Associated overdraft fees : {$720.00} * * These overdraft fees were triggered solely because Truist allowed known unauthorized charges to continue. 

* * Incentive Misalignment Concern Truist collected more in overdraft fees than the underlying merchant charges, raising concerns that the bank benefited financially from failing to stop this fraud promptly. 

Requested Resolution I am requesting that Truist Bank be required to : Refund all unauthorized charges totaling {$500.00} Refund all overdraft fees totaling {$720.00} PLUS interest and punitive damages as the Bureau sees fit.

Provide a written explanation of how a known unauthorized merchant was allowed to continue charging multiple replacement debit cards Permanently block XXXX from charging my account Correct internal dispute-handling procedures to prevent recurrence Issue a formal written apology and acknowledgment of error I have acted diligently and in good faith at every step. Truist Bank has failed to protect my account, failed to follow proper dispute procedures, and improperly shifted responsibility onto me as the consumer. I am requesting CFPB intervention to ensure restitution and corrective action.

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