Consumer complaint received 2025-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TRUIST FINANCIAL CORPORATION
State: TN

Complaint narrative:
I was a victim of a bait and switch scam and provided my XXXX XXXX card number to a merchant over the phone with the understanding they would secure goods for me. The merchant provided misleading information which was discovered XXXX days after payment was processed. The payment was processed XX/XX/XXXX and I reached out on XX/XX/XXXX and filed a XXXX XXXX XXXX XXXX XXXX XXXX days laters as the merchant is refusing to return the money to me quoting a its a non refundable deposit. However they sent me a text to my phone to pay and after I paid via the link to my phone, they sent a subsequent email saying by clicking this link I agree to a non refundable deposit but the link I used that was sent to my phone did not say this, they sent the email after I paid using the link texted to my phone, I have been trying to deal with Truist bank, and have been unsuccessful and its been over a month. Everytime I call or check with them they say its under review and they are trying to collect the funds back from the merchant and ive explained multiple times the merchant is not going to return the funds willingly and may have to request arbitration through XXXX. The merchant then offered me half of the money back if I agreed to cancel the dispute and sign a release and due to misleading information provided to me by Truist agents, I initially agreed to the partial refund becaus Id rather have something than nothing and I requested to cancel the claim. They say they will out the request to cancel in, the next day I get a call and speak with someone and we talk and she tells me its a pretty straight forward dispute and she would not suggest that I cancel the dispute and once I canceled it they could not redo it, so I agree to proceed with the dispute and she says they willl continue to work with merchant to retrieve my funds back. I call routinely every couple of days and I ask how long for a resolution, Ive been told many times we can't give you a timeframe, and other times im told they will give the merchant up to XXXX  days to reply. I speak with someone tonight a supervisor names XXXX, who says he is a supervisor for all lines of business and he tells me that they will try for XXXX  days to get my money back from the merchant and I explain the merchant is not going to willingly give the money back and can the bank not file a chargeback or for arbitration with Visa to get my money back since no good or services were exchanged and the merchant only had funds 3 days but no goods or services were exchanged and I dont see the merchant being able to keep XXXX and no goods or services exchanged for it. I am told the bank will try for XXXX days to work with the merchant but they will not do a chargeback or try to file an arbitration dispute with XXXX. He basically tells me if they merchant does not give the money within XXXX  days that they will just close the case and not take any further action. The merchant is already said they would not willingly refund the money. I asked to speak to a manager or supervisor in the claims/investagtions area and have been denied that multiples times, saying they dont they take phone calls, so you are stuck trying to get help from a care center supervisor because they quote handle all lines of business even thought they dont know what's going on. Im told they wont escalate to anyone else or higher because there is no need. Im glad to know a customer care supervisor has the final say on whether or not you get to speak to someone higher when the issue isn't being resolved. Im very frustrated and upset and dont understand why trust is not trying to do more to help me get my money back from this merchant that swindled me. The truist Merchant Dispute claim number is XXXX, and it was filed on XX/XX/year> for XXXX XXXX XXXX for {$1000.00} can someone please help me.

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