Consumer complaint received 2026-03-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
XXXX credit card through Truist bank was used for fradulent transactions. On XX/XX/XXXX, card was flagged for suspicious activity, card was frozen by Truist. On XX/XX/XXXX I called to confirm with Truist it was fraud and they sent a replacement card. I went to activate the card on XXXX and saw it had already been activated and used for over {$12000.00} worth of purchases. The fradulent purchases are below : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I called Truist XX/XX/XXXX to file a fraud dispute. Truist denied the dispute claiming the chip was used at XXXX and therefore the purchases had to have been made in person. This is not possible as I have the card in my possession. I provided video evidence of me in my office building on the morning of XX/XX/XXXX during the last transaction showing there is no way for me to be at XXXX. Truist has denied my claim and appeal 3 times. Truist will not provide any documentation for my denial or let me speak to anyone about it. Truist also can not provide the time of the transactions for me to give to police to pull the video surveillance from XXXX. I have filed police reports with both the city police and county sheriff. I spoke with XXXX who told me they could not find any transactions with my card number, meaning it had to have been used by a digitial wallet. Moreover, Truist 's reason for denying the claim is because they say the " chip was used in person '' but that does not have anything to do with the other two fraudlent transactions to a personal XXXX account. Truist will also not let me file a separate claim for these two claims even though this is where the bulk of the fraudlent amount is from. Added evidence with screenshots attached below : Card was frozen by Truist on XX/XX/XXXX. I called Truist on XX/XX/XXXX confirming fraud and requesting a replacement card. On XX/XX/XXXX a recurring payment ( XXXX XXXX XXXX ) set up with this card went through, even though this should not have been possible because the card was not " activated '' according to Truist. I received an email from Truist on XX/XX/XXXX stating to " be on the lookout for your new card '' showing it was not possible for me to have the card in my possession yet. Therefore, the card should have been frozen from XXXX at the minimum as it would not have been activated yet. I am attaching my XXXX credit statement showing three charges during this time, again which Truist has said should be impossible. Also attaching an email I received that the card was " activated '' on XX/XX/XXXX. I believe the recurring XXXX charge somehow activated the card, which allowed the fraudster to then use it. I believe the fraudster had the card attached to a digital wallet which allowed them to get the new card number as XXXX will update digital wallets and recurring payments as evidenced by the recurring payments going through in XXXX. Truist will not provide me any documention showing why they denied my claim. Truist is now refusing to work with me to refute this claim. I've spoken to two supervisors who both hung up on me when I pressed for more answers regarding the denial of the claim and stated the matter could not be escalated further.

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 monetary relief