Consumer complaint received 2025-08-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: TRUIST FINANCIAL CORPORATION
State: AL

Complaint narrative:
Brief Explanation : On XX/XX/year>, I received a call from XXXX that showed up as Truist Financial on my phone. The person knew my personally identifiable details, told me he was calling from Truist Fraud Department, and claimed that he needed my cooperation in preventing credit card fraud.

What I did : I cooperated with that person, answered his questions, and followed his instructions, with certain exceptions, listed below. 

What I did not do : I did not share my password. 
I did not alter the card controls. 

Soon after, I was unable to log into my online banking. I reported this to Truist XXXX XXXX XXXX, XXXX, AL, the following day, and I was given a temporary password to log into my online banking. I observed the following transactions occurred on XX/XX/year>. 

Transactions ( XX/XX/year> ) : XXXX ( fraudulent credit card transaction ) XXXX ( international transaction fee ) XXXX ( money moved from checking account to credit card ) XXXX ( fraudulent credit card transaction ) XXXX ( international transaction fee ) - None of the credit card transactions could have occurred without someone altering the card controls and increasing the transaction limit and geographical location. 
- The card control could not have been altered without someone gaining access to my online banking. 
- Money could not have been moved out of my checking account without someone gaining access to my online banking. 
- None of the above transactions could have occurred without someone logging into my online banking. 

How I had set my card controls ( for credit card ) : - Only transactions within Alabama were allowed. 
- The transaction limit was set to {$100.00} or maybe {$150.00}, if I remember correctly. 
- Only in-store purchases and contactless purchases were allowed. 

I suspect this was a man-in-middle attack resulting in account takeover. Truist has acknowledged that the money moved out of my checking account was done fraudulently and has reversed that charge. However, Truist has denied my fraud claim for the credit card charges for reasons not sufficiently explained to me. Additionally, I have mailed out letters via Certified Mail to Truist and the letters are still undelivered. See details below : What I have provided to Truist : 1. Verbally explained the fraud to Truist employees XXXX XXXX ( personally ), XXXX XXXX ( personally ), and XXXX ( over phone ). 
2. Two Certified Mails to XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ( XXXX XXXX XXXX XXXX and # XXXX ). 
3. Two emails to XXXX XXXX from Truist on XX/XX/year>, and XX/XX/year>, together containing information that was mailed out in the two Certified Mails mailed out to XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. 
4. Provided authorization to Truist to verify with XXXX & XXXX my call records on XX/XX/year> ( my number is XXXX ).

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