Consumer complaint received 2025-07-18 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: TX

Complaint narrative:
Truist Dispute # XXXX XXXX XXXX XXXX XXXX XXXX, I was charged a total of {$10000.00} on my Truist credit card by a company called XXXX  for automation services involving XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ). These services were marketed as fully managed, high-XXXX XXXX systems with refund guarantees if results were not delivered within 90 days. 
Unfortunately, the merchant failed to deliver on all three services as promised : XXXX XXXX I signed up specifically for an XXXX XXXX model, which was confirmed by the company in follow-ups. However, XXXX sent my inventory to a third-party fulfillment center and informed meafter the factthat we were actually doing XXXX instead. I objected repeatedly and requested XXXX as agreed, since XXXX carries significantly more risk. 
The store was deactivated multiple times and failed to generate the promised ROI. Since XX/XX/XXXX, the XXXX XXXX has been suspended for violations of Amazons Terms and Conditions, with both XXXX and XXXX fulfillments now XXXX due to repeated and unresolved policy breaches. Please refer to the attached full report for a detailed timeline and documentation of the breach and service non-delivery. 

XXXX XXXX The XXXX XXXX has not generated profit since XX/XX/XXXX. I repeatedly raised concerns with XXXX, the merchant representative, but was told its doing well. However, the attached dashboard shows the store has not made any sales. 
Without my consent, XXXX substituted the XXXX XXXX with an XXXX setup, framing it as a bonus source of income to make up for the packages poor performance. This substitution was never agreed to and was only disclosed after I inquired about the XXXX accounts lack of activity in XXXX. Please refer to the attached full report for a detailed timeline and documentation of the breach and service non-delivery. 


XXXX XXXX XXXX XXXX XXXX Only XXXX XXXX videos were delivered over a XXXX period, despite a written promise of XXXX videos per month, plus Shorts. The merchant later suggested shifting the funds to a XXXX XXXX instead. 
I agreed and set up the store, but they never operated it. I requested they use my existing XXXX store to drive traffic to XXXX and XXXX, as originally agreed and without requiring additional investment from me. That never happened. Instead, they began using the XXXX account for dropshipping, which was not part of our agreement and never led to any sales. Please refer to the attached full report for a detailed timeline and documentation of the breach and service non-delivery. 

Refund Requests : XX/XX/XXXX : I began requesting a refund for XXXX XXXX due to underdelivery. 


XX/XX/XXXX : I requested a refund for XXXX XXXX. 


XX/XX/XXXX : I agreed to repurpose XXXX funds for XXXX XXXX instead, with the goal of driving traffic to XXXX. 


XX/XX/XXXX : I requested a refund for XXXX XXXX after persistent nonperformance, misrepresentation, and policy violations. 


Throughout this period, I consistently followed up on the refund requests. Each time, I was met with delays, excuses, or new proposals instead of actual refunds. 


XXXX representative, XXXX, also attempted to alter the timeline of service delivery dates in email correspondence, which I have included in my attached documentation. 


Despite giving the company until XX/XX/XXXX to resolve the issues, no refund was issued. Please refer to the full reports for more details. 
On XX/XX/XXXX, I formally filed a dispute with Truist. On XX/XX/XXXX, I called Truist to follow up and was informed that my dispute had been denied solely on the basis of the 60-day rule, without any indication that the submitted documentation had been reviewed.

I explained that the charges were for services promised for future delivery, and the merchants failure was only provable after the delivery window ended. I requested that the case be reopened. The representative said a request would be submitted and instructed me to follow up. 
On XX/XX/XXXX, I called again. After explaining everything once more, I discovered that no request had actually been submitted to reopen the dispute. The new representative said they would now escalate the reopening request but to date, I have not received confirmation that it is being handled. 
That is why I am turning to the CFPB to urge Truist to investigate this dispute properly, on the basis of facts and documentation, not just timeframes. 
Dispute Reference Number with Truist : XXXX It is worth noting that I used my XXXX XXXX credit card to cover the remaining balance of this same merchant transaction. XXXX XXXX reviewed the same documentation and refunded me in full. 
XXXX refusal to take comparable action or to even review the facts has left me financially harmed and frustrated. 
I respectfully request the CFPB to assist in compelling Truist to reopen this case and investigate it on the merits, including : Review of documentation Acknowledgment of service non-delivery Consideration of industry standards for performance-based contracts Thank you very much for your attention to this matter.

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