Consumer complaint received 2025-02-26 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: CT

Complaint narrative:
This is what I wrote to my card company. 

I am writing to formally contest the denial of my fraud dispute regarding unauthorized transactions made on my debit card ending in XXXX. On XX/XX/XXXX, I noticed 13 fraudulent charges at XXXX, totaling {$6800.00}, which were not authorized by me. These transactions took place in XXXX Nevada, XXXX XXXX New York, XXXX XXXX New Jersey, XXXX New Jersey, XXXX XXXX New Jersey, XXXX XXXX New Jersey, XXXX New Jersey, XXXX New Jersey, XXXX New Jersey, XXXX New Jersey, XXXX New Jersey based on my online banking these charges were made at locations where I was not present at the time. 



Upon discovering these fraudulent charges, I immediately contacted your customer service team on XXXX XXXX & XXXX 2025 to dispute them. However, I was informed that my dispute was denied because my card was allegedly present during these transactions. This is impossible, as I had my physical card in my possession at all times. Given this, I suspect my card information may have been cloned or compromised. 



To support my case, I have taken the following steps : Verified my location and whereabouts during the transactions, confirming I was not in the area where they were made by attaching my XXXX billing call history with my location & my travel details. 

Contacted XXXX, which may be able to provide further details on the method of payment ( e.g., chip, tap, or swipe ) and security footage, if necessary. 

Reviewed my transaction history, confirming that I did not authorize these charges. 

Witness statement about my whereabouts between the XXXX to the XXXX of XX/XX/year>. 



Under Regulation E ( for debit cards ) and Regulation Z ( for credit cards ), consumers are protected from fraudulent transactions, and financial institutions are required to conduct a thorough investigation. I believe my case was improperly handled, and I am requesting an immediate reconsideration of my dispute. 



Requested Action : 1. A detailed explanation of how my card was allegedly present for these transactions in all locations.

2. A formal review of my dispute, considering the fact that I was not in the location where the charges occurred.

3. A reversal of the unauthorized charges and restoration of my funds.

4. Any necessary fraud investigation steps to prevent future unauthorized use of my account. 



If this matter is not resolved promptly, I will escalate my complaint to the Consumer Financial Protection Bureau ( CFPB ), Office of the Comptroller of the Currency ( OCC ), and my states Attorney Generals office for further review.

I expect a response within XXXX business days. Please confirm receipt of this email and provide an update on the status of my case.

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