Consumer complaint received 2026-03-25 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: FL

Complaint narrative:
I am filing a complaint against Truist Bank regarding the improper handling and denial of dispute Claim # XXXX, originally opened on XX/XX/XXXX. The disputed transactions include : {$57.00} The XXXX XXXX ( XX/XX/XXXX / XX/XX/XXXX ) {$160.00} XXXX ( XX/XX/XXXX ) {$160.00} XXXX XXXX XX/XX/XXXX ) {$220.00} XXXX XXXX XX/XX/XXXX ) {$440.00} XXXX XXXX XX/XX/XXXX ) {$460.00} XXXX XXXX XX/XX/XXXX ) {$220.00} SP Hunter XXXX XX/XX/XXXX ) On XX/XX/XXXX at XXXX AM EST, I received the only documentation request from Truist XXXX This request was limited in scope and specifically asked only for supporting documentation related to Target+ and The XXXX Co XXXX I fully complied and submitted the requested documentation the same day at XXXX PM EST. I have since confirmed with multiple Truist representatives that this documentation was received and attached to my claim on XX/XX/XXXX. Despite this, my claim was denied on XX/XX/XXXX at XXXX AM EST, with the stated reason being that no documentation had been provided. This is demonstrably false. Truists own internal notes confirm that documentation was submitted and received. This denial was therefore based on an utter falsehood. As a result, I waited approximately XXXX days for what should have been a proper investigation, only to receive a denial based on incorrect information. After I escalated the issue, a supervisor notation was placed on XX/XX/XXXX confirming that I had submitted all requested documentation and was requesting a second review. On XX/XX/XXXX, the claim was denied a second time. This denial introduced entirely new reasoning, including : Alleging that I have a pattern of filing claims Stating that documentation is required for each individual transaction Directing me to resolve the matter with merchants or carriers This second denial is egregious and unprofessional for the following reasons : XXXX. The reasoning is inconsistent and shifting. The first denial claimed no documentation was provided ( which is false ). The second denial introduces new requirements that were never previously communicated. XXXX. At no point during the first XXXX days of this process was I informed that documentation was required for each transaction. Had this been clearly communicated at the outset, I would have provided all requested materials immediately. XXXX. Truist waited approximately XXXX days after the claim was opened to introduce new documentation expectations, after already issuing XXXX denials. This represents a failure in communication and process handling. XXXX. The reference to a pattern of filing claims is inappropriate, irrelevant, and suggests bias. I am a high-volume customer who conducts frequent transactions, and disputes are filed when legitimate issues arise. This does not justify denying claims without proper investigation. XXXX. The handling of this case suggests that a proper investigation was not conducted prior to denial. Additionally, multiple merchants involved in these disputes have independently investigated and confirmed delivery failures : XXXX has issued a refund XXXX has issued a refund XXXX ( XXXX ) has confirmed a refund is being processed These outcomes directly support the validity of my disputes and contradict Truists apparent assumptions. I also placed a formal complaint with Truist via phone on XX/XX/XXXX following a XXXX call, documenting these issues and requesting escalation. I find it unacceptable that : I was told I failed to provide documentation when I did My claim was denied based on incorrect information New requirements were introduced only after XXXX days and XXXX denials My dispute history was used in a way that suggests bias rather than objective review I am requesting : XXXX. A full and fair reinvestigation of Claim # XXXX XXXX. XXXX correction of any internal records stating that I failed to provide documentation XXXX. XXXX and consistent communication of documentation requirements XXXX. Proper resolution of all disputed transactions in accordance with applicable consumer protection regulations XXXX. A formal explanation for how this claim was mishandled and denied based on incorrect information XXXX handling of this matter reflects a serious breakdown in their dispute resolution process and has caused unnecessary delay, confusion, and financial inconvenience.

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