Consumer complaint received 2026-01-26 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:
I am filing this complaint regarding my banks handling of multiple billing disputes. In XXXX separate disputes involving different merchants, my bank failed to conduct reasonable investigations, failed to request or meaningfully consider my evidence, and failed to provide required notice before reversing provisional credits. The same procedural failures occurred in both cases, indicating a pattern rather than an isolated error. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I disputed a {$500.00} charge from a merchant for a scheduled service. I initially rescheduled the appointment and later canceled it. At the time of cancellation, the merchants representative informed me by phone that I would receive a full refund within XXXX business days. The representative specifically noted that the following Monday was a holiday and advised that the refund would likely be processed later in the following week. 

When the refund did not arrive within the timeframe they provided, I contacted the merchant again and was told someone would call me back. No one did. 

When I later followed up, the merchant stated they would not issue a refund due to a cancellation policy that had never been disclosed or mentioned previously, and directly contradicted the earlier verbal assurances that I would be refunded. 

I disputed this charge with my bank. The bank issued a provisional credit but did not contact me at any point during the investigation, did not request additional information, and did not allow me to respond to the merchants claims. The bank later denied the dispute based solely on the merchants assertion of a cancellation policy. 

I was told that a denial letter had been mailed on XX/XX/year>, but I never received it. I only became aware that the provisional credit was being reversed because I called the bank. Had I not called, the funds would have been removed from my account without my knowledge. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I also disputed a charge of {$190.00} related to a subscription that auto-renewed. I believed auto-renew had been turned off months earlier. I received emails from the merchant with language stating that my subscription was about to expire, which reasonably signaled to me that auto-renewal was not active. 

After the charge occurred, I contacted the merchant directly. They stated the email language referred to something else and offered a partial refund. I initially declined but later accepted the partial refund. The partial refund was never issued. 

I then disputed the full amount with my bank and provided a screenshot of the email containing the misleading renewal language. Again, the bank did not contact me for additional information, did not allow me to respond to the merchants explanation, and completed the investigation without my knowledge. I only discovered the dispute had been denied by checking my account online and calling the bank, at which point I was told the provisional credit would be reversed the following week. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- In both disputes, the bank : - Failed to request or consider additional information from me - Relied solely on merchant statements- Completed investigations without my knowledge - Failed to provide timely and confirmed written notice of dispute denials- Reversed provisional credits without ensuring I was informed In both disputes, when I contacted the bank after seeing that the online dispute tracker showed the dispute as completed, I asked the representative for clear confirmation of XXXX points : whether the dispute had in fact been completed and what the decision was. Despite these direct questions, the representative continued to state that the dispute was still in progress and would not provide an answer. It was only after the representative placed me on hold after I requested a supervisor that I was told the dispute had been decided against me and that the merchant would not be refunding the charge. I then had to proactively ask whether the provisional credit would be withdrawn, at which point I was told that it would be. When I subsequently spoke with a supervisor, I was informed that the reversal was already scheduled for the following Monday. This conversation occurred on a Saturday, XXXX days prior to the reversal, and I was told there was nothing that could be done to prevent it. This further demonstrates that I was not provided timely or accurate notice of the dispute outcome and that adverse action was already scheduled before I was informed.

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