Consumer complaint received 2025-07-17 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: NC

Complaint narrative:
This is a dispute regarding a {$1000.00} charge by TrivagoDeals on my Truist  XXXX originating XX/XX/XXXX. 

The problem : Truist XXXX XXXX initial review -- resulting in denial -- was based on Truist viewing the transaction as FRAUD. Their findings letter stated I participated in the transaction -- with the merchant proving so by having my account information. 

That wasn't the problem. I did participate in the transaction. I was claiming that XXXX charged me for a refundable reservation that I immediately canceled. 

Truist has been unwilling to re-open the case in spite of my repeated attempts along with sending Truist their requested information. 

XXXX has not been responsive to my requests for resolution. 

May I ask for CFPB to have the {$1000.00} returned to me? 

Details follow. 

In XXXX I made an online refundable hotel reservation and then immediately canceled it. I did not receive confirmation by XXXX of the reservation. Neither did I receive confirmation of cancelation. However, XXXX billed my Truist XXXX the {$1000.00} reservation amount. I tried to reach out XXXX XXXX but XXXX  does not have a telephone number or email for Customer Service. XXXX  only uses a XXXX XXXX XXXX page which did not render any result. 

Thereafter, I placed a dispute with Truist. Their initial response XX/XX/XXXX was to deny my claim and return the charge back to my XXXX. NOTE : This was investigated as FRAUD and not as a merchant performing poorly. 

[ XX/XX/XXXX Truist system notes read : " Review merchant documents information matches and/or associate information. XXXX provided name, phone number, and email address that is used for purchase information and confirmation. 
Reverse fraud credit unable to determine fraud. 
Denial system letter generated will be sent. 
XX/XX/XXXX '' When I reached back out to Truist, a team member said perhaps the problem was Truist labeling this as FRAUD rather than as a merchant DISPUTE. The team member encouraged me to re-submit my claim as a transaction DISPUTE, not fraud. 

Thus, I reached back out to the Truist XXXX  that handles FRAUD and DISPUTES ( XXXX and the same ). Truist requested documentation, which you can see via my email string below, I sent. This included ( XXXX ) documents chronicling this XXXX. I will include those ( XXXX ) documents to you, also. 

As of today, XX/XX/XXXX and another XXXX minutes on the phone with Truist, I have no resolution. I am told the case was resolved. 

Further details XX/XX/XXXX Dear Truist, At your request, please see ( XXXX ) attached clearly legible pdf files chronicling my attempts to resolve the {$1000.00} XXXX charge. My requests began the same date as the charge and continued through last week. During XXXX I did not communicate with XXXX or the hotel as Truist was conducting an initial investigation. When Truist denied my refund request, I resumed my efforts. 

Please give your kindest attention to my request for help in resolving this charge. 

Gratefully, XXXX XXXX In a message dated XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX writes : Truist XXXX XXXX  XXXX  : [ -Private- ] Dear Truist Client, The copy of the images attachment to the email are not readable, please resend a clear copy to support your case. The body of the email has been attached to your case. Truist is only allowed to open PDF or JPEG files. 

For any additional support or inquiries, kindly contact our Account security and claim or customer service team at the number listed on the back of your card or reach us directly at XXXX. We appreciate your understanding, and we are here to assist you further if needed. 

Credit Card Disputes Email : XXXX 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