Consumer complaint received 2024-10-28 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: GA

Complaint narrative:
Early in XXXX, I noticed charges from XXXX, but I didn't remember signing up for the service. I didn't do anything about the charges until approximately XX/XX/XXXX, when I decided to try to login to XXXX since I was paying for this service. I tried to login, but couldn't get onto their service. I called their customer service, but they were unable to locate an account. The escalated my issue and after providing a lot more information, they sent me an email indicating that they couldn't find any accounts. They said I should contact my bank. 
I immediately called Truist and disputed the XXXX and XXXX charges ( I decided not to dispute XXXX and XXXX because I was the one that ignored them ). Truist indicated that they would cancel my credit card and send me a new card. I never received a new card. In XXXX, I received a statement with ANOTHER charge from this fraudulent XXXX. I immediately called Truist. Not only was there a XXXX charge from the fraudulent XXXX, but they had already posted a charge for XXXX ( both around {$5.00} ). Truist had NOT cancelled my credit card, which is why these fraudulent charges were allowed to be posted!! During this time, I noticed that all of these charges had associated foreign transaction fees, another indication that these were not coming from the real XXXX 
Truist once again told me that they would cancel my card and I disputed the XXXX and XXXX charges. This time, I watched carefully for my new card to arrive in order to confirm that they had actually cancelled my account. I waited and waited, but no card arrived. I called several times. After 3 weeks, I called and had to go through 4-5 people to figure out why I wasn't getting a card. They said that I hadn't paid my minimum balance and couldn't send a card. I had not received ANY bills, due to the card being cancelled, and the ONLY charges on this card were the fraudulent ones! They gave me 2 choices : pay the fraudulent charges and get my card or wait until the dispute was settled and then I would have to call again to get the card re-issued. I paid the FRAUDULENT charges caused by their error, thinking that this would solve the issue. 
In XXXX, I received a letter from Truist indicating that they had ruled the XXXX and XXXX charges as VALID! Again, the only reason these charges existed was because they didn't cancel my card as they told me that they would. When I called, the customer service agent was so appalled, I believe that they disputed all XXXX charges ( XXXX to XXXX ). The resolution of this dispute was that Truist ended up reversing ALL of the charges, so that now ALL of the charges from XXXX to XXXX are back on my card with their associated foreign transaction fees!

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