Consumer complaint received 2026-04-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
In XXXX of XXXX my original card was hacked after I used it at a XXXX gas station. Afterwards it kept getting multiple purchases. The next day I tried to use at a coffee shop and payment was declined. I looked at my app and saw over {$1500.00} in fraudulent charges the day prior. I called Truist fraud department and they claimed they fixed the issue and sent me a new card. Once the new card got to me I called to activate it and they informed me it had already racked up multiple charges that werent mine. I asked how was that possible since I was calling to activate it at that moment? Then they said we will just cancel this number and send a new card. Then this happened with that new card and the ones after it until XXXX of XXXX. I went to physical office of Truist and they said they cant assist me I just have to call the fraud department. I was getting very angry at this point because I couldnt use my cards and I didnt know why. I tried explaining this to the fraud specialists from Truist who promised me they canceled all reoccurring subscriptions or phones that could be connected to the account. Unfortunately they are incompetent at their job. The last time they are now refusing to send me a new card because they allowed a lot of fraudulent charges to go through and I refused to pay them off in order to meet the monthly deadline. They fixed those charges but are charging me late fees and interest on the fraudulent charges in order to get my card back. I escalated it to a supervisor and it took four hours over the phone to get them to figure out why my card was getting hacked before I was physically getting it in the mail. Then she said she saw it was attached to XXXX XXXX XXXX and I was like well thats not good because I didnt have a XXXX and that was where all the fraudulent charges were stemming from this entire time. How the other fraud specialists didnt notice this is beyond me. Truist fraud department is a joke. I have no way to use my card for months now. I always paid it off every month since I opened it with Suntrust bank wayyyyy back before they merged into Truist. They allowed this to continue with claiming it was MY negligence when my card NEVER left my vicinity and was not stolen physically. It must have been skimmed at the XXXX gas station and then put in a phone. My XXXX XXXX cards physically have to be verified in order to add to a phone. Why was Truist not also including this safety feature in their cards? Im so frustrated as a long standing customer of Truist that they have refused to help me eradicate this issue fully. I still have not received a card because they claim my card was in collections due to me refusing to pay off the fraudulent charges. No one is helping me that lady who was supposed to call me back to get my new card never did. I have {$5000.00} in credit I cant even utilize.

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