Consumer complaint received 2024-12-16 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: TN

Complaint narrative:
My husband XXXX and I ( XXXX XXXX ) along with our friends XXXX and XXXX XXXX traveled to XXXX XXXX XXXX, XXXX on XXXX XXXX. Upon arrival, we shuttled to our car rental company ( XXXX ) and proceeded to our resort XXXX XXXX XXXXXXXX. We enjoyed 6 days there ( we were supposed to be there for 7, but due to the IT issues the day before we were delayed arriving by 24hrs ). We left the resort a handful of times to enjoy dinners out and to get groceries. As you can see from my CC records we visited the XXXX  there and had dinner at XXXX XXXXXXXX. We checked out of our resort at XXXX ( I have the billing statement to show this ) and proceeded to drive to the airport. Shortly after leaving the resort, we pulled into the XXXX XXXX XXXX  gas station ( Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) to fill our rental car tank before dropping it off. Upon arriving at this gas station we realized that in XXXX gas stations are full service. They pump the gas for you and then ask for payment. We did not have cash available so we gave them our XXXX XXXX XXXX. They took the card to a card reader beside the pump and appeared as though they were trying to run it. They came back a few minutes later and advised that the card was not going through. Now understanding that some stores in the US do not take XXXX XXXX, we understood and offered up my husband 's suntrust XXXX XXXX ( ending in XXXX ). The attendant again tried to run the card and came back to tell us that his card reader must be acting up and proceeded to take it to the attendant at the pump next to us to run it on his card reader. He came back a few moments later, handed us the card and we went on our way.

Upon reviewing my charges, I noticed on XX/XX/XXXX the {$40.00} charge for gas and immediately followed by a charge labeled XXXX for {$800.00}. I immediately got concerned that we had been scammed. I did a quick XXXX search for XXXX XXXX and there were multiple pages I came across indicating that they had been scammed in XXXX at gas stations and the charge was listed as the above. I immediately contacted Suntrust and was connected with an agent to file a dispute. The gentlemen asked me a couple of questions, entered some things on his end, provided me with a claim number - XXXX and advised they would be sending me documentation in the mail that I was to review, fill out, sign and send back with supporting information for the claim. He also advised me that he had closed out that CC so no future charges could be made and would re-issue a card for us. On XX/XX/XXXX I could see that there was a charge adjustment of the {$800.00}. On XX/XX/XXXX, I realized that the statement balance was back to the amt that contained the disputed charge of {$800.00}. I then realized that I had never received the documents to fill out nor the replacement CC.

I did call the phone number provided on the statement ( XXXX ) which took me to another obvious fraud attempt. The recorded message stated I had won a giftcard and advised that I stay on the line to provide the information to receive the card. Upon being transferred a lady began asking for my personal information at which point I asked for the XXXX XXXX XXXX XXXX XXXX and the lady informed me I had the wrong number but that she would give me a gift card for my troubles and proceeded to request my information again at which point I ended the call. 
dispute. The new claim number I was given at that time was XXXX. I was never allowed the opportunity to provide supporting information for the claim and was again advised that I would receive paperwork. I did not feel comfortable with this given the previous claim had been entered incorrectly and asked to speak with a supervisor. She advised that she would get a supervisor on the line, but after 1.5 hrs of phone time I could not remain on the line longer and advised I would call back. 
On XX/XX/XXXX, I called the Suntrust fraud line again and was escalated to a supervisor. After a XXXX conversation where I voiced concern that there were 3 charges on my statement and only 2 adjustments and I wondered if there was a 2nd charge that was made of the same amt, she explained that all 3 charges listed were one in the same. She advised she would verify that the claim was entered properly ( as a chip charge ) and assured me the claim had been re-opened for review. I voiced concern that I had not received the paperwork from the first claim and she checked my address and advised she would send it for the new claim. 
XXXX, I received paperwork in the mail requesting documentation for the first time and emailed the documentation in on XX/XX/XXXX. I received an automated reply on XX/XX/XXXX regarding receipt of the documentation. 
I never did receive any paperwork, but instead received a dispute denial email on XX/XX/XXXX. This prompted a 4th call that lasted another 48 mins where I was advised that the claim had been denied. He kept asking me if I had a receipt to provide for the charges and I advised that this charge took place in XXXX and I was not provided a receipt. I did explain that a XXXX search provided 15 reviews, 13 of which were of Americans who were also reporting fraudulent charges after using a CC to buy gas at the gas station. As the conversation was on a repeated loop of him asking the same question and my assuring him I was not provided a receipt nor could I fly to XXXX to ask for a receipt to be provided, I asked to escalate to a supervisor again. The supervisor was very patient and listened to my concerns, but ultimately advised there was nothing she could do as the dispute had already been re-opened and again denied and that was done by a claims adjuster. I asked to talk to a claims adjuster and they advised she would have one call me back. This never happened.

provided a receipt nor could I fly to XXXX to ask for a receipt to be provided, I asked to escalate to a supervisor again. The supervisor was very patient and listened to my concerns, but ultimately advised there was nothing she could do as the dispute had already been re-opened and again denied and that was done by a claims adjuster. I asked to talk to a claims adjuster and they advised she would have one call me back. This never happened.

I placed a XXXX call on XX/XX/XXXX that lasted 23 mins where I again asked to be escalated to a supervisor. She again advised there was nothing she could do, the claim had been re-opened and closed. I advised that I never received a call from the claims adjuster and again requested an adjuster call me. I asked if they were unable to reach me to leave a message so I could call them back as I do work full time and often do not answer calls from unknown numbers or miss calls due to being with patients.

I never received a call from the adjuster.

My biggest issue at this point is that I was never provided the opportunity to provide the detailed information regarding the charge, nor was I provided with a copy of the dispute as it was entered by the agent taking my calls to assure that the information I was providing was in fact included in the report.

Here is a link for the gas station on XXXX  which does
not provide a phone number for contact, followed by multiple screenshots of the XXXX reviews that prove there have been multiple people affected by the scams at this gas station.

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