Consumer complaint received 2023-11-24 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: NC

Complaint narrative:
Sixteen fraudulent transactions were starting on XX/XX/2023 for a total of XXXX. These were all online ( Card not present ) with XXXX XXXX with no PIN #. Truist returned XXXX but refused to refund the rest because the 1st fraud was over 60 days. 

The complaint case # is XXXX Bank : Truist We followed the steps as requested and are consistent with the Zero Liability Policy. At first glance, this policy appears to provide adequate protection for the consumer. Still, in reality, it is toothless, and Truist will make the minimum effort to give a satisfactory resolution. 



ZERO LIABILITY POLICY FOR CONSUMER DEBIT CARD PURCHASES. You may have no liability for unauthorized debit card purchases, subject to the following terms and conditions : A ) Our zero liability policies apply only to unauthorized purchases and certain ATM transactions using your debit card. Any claims of unauthorized debit card purchases that do not meet the conditions of this section and any claims of unauthorized transactions involving other types of electronic fund transfers are governed by the error resolution requirements as described in Section 10 of the Electronic Fund Transfer Agreement and any separate agreement provided in connection with the issuance of the access device. If your claim does not meet the terms and conditions contained in this section, the bank will automatically re-examine your claim in accordance with the error resolution requirements as described in Section 11 of the Electronic Fund Transfer Agreement.

B ) Our zero liability policy may not apply if : ( i ) we determine the unauthorized transaction was a result of gross negligence or fraud on your part; ( ii ) you fail to provide us with a statement or affidavit of your claim within the time requested ; ( iii ) we determine the transaction was not unauthorized as defined below; or ( iv ) you fail to report the loss, theft, or unauthorized use of your debit card or card number within a reasonable period of time. A reasonable period of time will be determined by bank in its sole discretion, but in no event will it be shorter than the time periods specified in the error resolution requirements. 

C ) Unauthorized Defined A transaction is considered unauthorized if it is initiated by someone other than you ( the cardholder ) without your actual or apparent authority, and you receive no benefit from the transaction. A transaction is not considered unauthorized if : ( i ) you furnish the card, card number, or other identifying information to another person and give that individual express or implied authority to perform one or more transactions and the person then exceeds that authority, or ( ii ) for any other reason bank concludes the facts and circumstances do not reasonably support a claim of unauthorized use.

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