Consumer complaint received 2026-04-29 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: TN

Complaint narrative:
I am having issues with Truist Bank and a XXXX debit card dispute and trying to get a resolution. My XXXX Debit card was link to my XXXX account through my XXXX so anything charge through XXXX would be automatically charged to my debit card On XX/XX/26, I was shopping and accidently left my XXXX in a shopping cart at XXXX, I returned a few hours later to see if my phone was found and turned in which it was not and not able to be located. Later that day I also noticed that a XXXX transaction was made using XXXX that had been lost via XXXX XXXX services. I attempted to contact apple first to make them aware that the charge was unauthorized and made without my consent. They said they would research and email me the outcome ; I then reached out to Truist to let them know and cancel the linked debit card to stop anymore transactions and explained to the bank agent I had initiated a dispute for the fraudulent charge and would reach back out if XXXX did not resolve. XXXX denied to refund me, even though they knew it was fraudulent as I made them aware and the time, I notified them the charge was still pending and could have canceled or stopped it but the refused to do. I filed a debit card claim with the bank, I supplied a police report where the phone had been reported as stolen and that there had been a XXXX fraudulent charge made to XXXX. They were even provided with the email address where the fraudulent payment was sent, they were also supplied with documentation where a new phone was ordered and shipped along with the tracking details. I got an email saying that they had issued me a provisional credit for the XXXX and then I received another email this past weekend saying that they were denying the claim because They determined that the transaction ( s ) was initiated by me for the amount due for which you received benefit. You are encouraged to resolve the matter with the merchant. They know I had already tried to resolve this with XXXX before reaching out to them, and I was indicating it was fraud and that I had not received any goods or services, I t claim was denied because you have determined that the transaction ( s ) was initiated by you for the amount due for which you received benefit. You are encouraged to resolve the matter with the merchant. I have tried to file an appeal the denial and depending on who I talk to I have get different responses that have ranged from it takes a couple of days for the appeal to reviewed and also that because XXXX provided documentation that I was not eligible to Appeal this denial I have police report and records showing that I tried to reach out to XXXX and let them know the transaction was fraud, a police report was provided that specifically mentioned the charge being charge and was fraudulent and proof a new phone had to be ordered. The phone was not in my possession when the charge was made and the charge had to be made with the phone because I had the card in my possession and was not swiped nor did I provide the number to anyone. They are unwilling to help me because XXXX is saying the charge is valid when its not. Please see the attached evidence

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