{"id":"truist","page":"https://escalate.alexgaoth.com/#/c/truist","html":"https://escalate.alexgaoth.com/c/truist/","generated":"2026-10-15","company":{"id":"truist","name":"Truist","aliases":["truist bank","truist financial","suntrust","bb&t","bbt"],"sector":"bank","parent":"Truist Financial Corporation","website":"https://www.truist.com","official_domains":["truist.com"],"security":{"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"regulators":["cfpb","fdic"],"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"outside-us-phone","type":"phone","label":"Customer service and fraud from outside the U.S.","value":"+1-910-914-8250","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Fraud claims for all other products, and disagreeing with a claim decision","value":"+1-866-472-9786","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"ach-wire-claims-phone","type":"phone","label":"ACH and wire fraud claims","value":"+1-800-448-5493","hours":"Mon-Fri 7 a.m.-7 p.m. ET (options 3, 3, 3)","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing, smishing or vishing messages","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Give feedback (Truist's online feedback form)","value":"https://truistcx.qualtrics.com/jfe/form/SV_5sUavghM9dnggbI","purposes":["poor_service","fee_reversal"],"access":"open","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"billing-rights-mail","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","channel":"arbitration-notice-mail","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded."}],"playbooks":[{"issue":"fraud","summary":"Call 844-4TRUIST (option 1, then 4) any time, or file a debit card claim online.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 844-4TRUIST and select option 1, then option 4 (24/7).","channel":"customer-service-phone"},{"do":"For a debit card, log in and file the claim online; track it in the Dispute Tracker.","channel":"debit-claim-online"},{"do":"For ACH or wire fraud, call the ACH and wire claims line.","channel":"ach-wire-claims-phone"},{"do":"Forward phishing messages, and report internet fraud to the FBI at ic3.gov.","channel":"phishing-email"},{"do":"If you disagree with the claim decision, call the claims line, then complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"Truist says fees tied to an unauthorized transaction are automatically considered when the claim is processed; an Expedite Card Delivery Fee is not.","issues":["fraud","unauthorized_charge"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report by phone (24/7) or online for debit cards.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the fraud option on 844-4TRUIST.","channel":"customer-service-phone"},{"do":"For debit cards, file the claim online.","channel":"debit-claim-online"},{"do":"If Truist does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"billing_error","summary":"Write to Truist Bank Card Services within 60 days of the statement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the amount of the suspected error and why you believe it is wrong.","channel":"billing-rights-mail"},{"do":"If the error is not fixed, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fee_reversal","summary":"Truist One Checking has no overdraft fees; ask for a reversal on other accounts.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Check whether the account is Truist One Checking, which has no overdraft-related fees."},{"do":"Call and ask for a reversal.","channel":"customer-service-phone"},{"do":"If refused, use the feedback form, then complain to the CFPB.","channel":"feedback-form"}],"facts":[{"kind":"policy","claim":"Truist One Checking does not charge overdraft fees, returned item fees, negative account balance fees or overdraft protection transfer fees.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"},{"kind":"limit","claim":"Truist One's Balance Buffer lets qualifying clients overdraw up to $100; it needs a direct deposit of at least $100 within the last 35 calendar days.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."]},"playbooks":{"fraud":{"company":{"id":"truist","name":"Truist","sector":"bank","website":"https://www.truist.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call 844-4TRUIST (option 1, then 4) any time, or file a debit card claim online.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call 844-4TRUIST and select option 1, then option 4 (24/7).","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"do":"For a debit card, log in and file the claim online; track it in the Dispute Tracker.","channel":{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}},{"do":"For ACH or wire fraud, call the ACH and wire claims line.","channel":{"id":"ach-wire-claims-phone","type":"phone","label":"ACH and wire fraud claims","value":"+1-800-448-5493","hours":"Mon-Fri 7 a.m.-7 p.m. ET (options 3, 3, 3)","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}},{"do":"Forward phishing messages, and report internet fraud to the FBI at ic3.gov.","channel":{"id":"phishing-email","type":"email","label":"Report phishing, smishing or vishing messages","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}},{"do":"If you disagree with the claim decision, call the claims line, then complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"outside-us-phone","type":"phone","label":"Customer service and fraud from outside the U.S.","value":"+1-910-914-8250","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Fraud claims for all other products, and disagreeing with a claim decision","value":"+1-866-472-9786","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"ach-wire-claims-phone","type":"phone","label":"ACH and wire fraud claims","value":"+1-800-448-5493","hours":"Mon-Fri 7 a.m.-7 p.m. ET (options 3, 3, 3)","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Report phishing, smishing or vishing messages","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Truist says fees tied to an unauthorized transaction are automatically considered when the claim is processed; an Expedite Card Delivery Fee is not.","issues":["fraud","unauthorized_charge"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."],"security":{"official_domains":["truist.com"],"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","warnings":[]},"unauthorized_charge":{"company":{"id":"truist","name":"Truist","sector":"bank","website":"https://www.truist.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report by phone (24/7) or online for debit cards.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the fraud option on 844-4TRUIST.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"do":"For debit cards, file the claim online.","channel":{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}},{"do":"If Truist does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"outside-us-phone","type":"phone","label":"Customer service and fraud from outside the U.S.","value":"+1-910-914-8250","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security","last_verified":"2026-10-12"},{"id":"claims-phone","type":"phone","label":"Fraud claims for all other products, and disagreeing with a claim decision","value":"+1-866-472-9786","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"ach-wire-claims-phone","type":"phone","label":"ACH and wire fraud claims","value":"+1-800-448-5493","hours":"Mon-Fri 7 a.m.-7 p.m. ET (options 3, 3, 3)","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"debit-claim-online","type":"portal","label":"File a debit card fraud claim online","value":"https://www.truist.com/fraud-and-security/report-fraud","purposes":["fraud","unauthorized_charge","transaction_dispute"],"access":"login","notes":"Log in to file a debit card claim. Track debit and ATM claims in the Dispute Tracker in online banking or the mobile app.","source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."],"security":{"official_domains":["truist.com"],"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","warnings":[]},"billing_error":{"company":{"id":"truist","name":"Truist","sector":"bank","website":"https://www.truist.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Write to Truist Bank Card Services within 60 days of the statement.","evidence":["statement with the error","account number","dollar amount","why it is wrong"],"steps":[{"do":"Send a letter with your name, account number, the amount of the suspected error and why you believe it is wrong.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"do":"If the error is not fixed, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The billing error notice must be written and must be received by the creditor at the address it discloses for billing errors \"no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error\". The rule defines the notice as a written notice, so a phone call alone does not start these rights.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"The notice must let the creditor identify the consumer's name and account number and, to the extent possible, state the consumer's belief and reasons that a billing error exists, and the type, date and amount of the error.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The creditor must send written acknowledgment within 30 days of receiving the notice (unless it resolves the dispute within those 30 days), and must resolve the dispute \"within 2 complete billing cycles (but in no event later than 90 days)\" after receiving the notice.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until the dispute is resolved, the consumer need not pay, and the creditor may not try to collect, the disputed amount and related finance or other charges. The creditor may not report the disputed amount as delinquent or threaten an adverse credit report because it is unpaid.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If the consumer pays the card by automatic deduction from a deposit account at the card issuer, the issuer may not deduct the disputed amount if the billing error notice arrives up to 3 business days before the scheduled payment date.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A creditor may not accelerate the debt or restrict or close the account solely because the consumer exercised billing-error rights in good faith.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"},{"kind":"process","claim":"If there was an error, the creditor must correct it, credit the disputed amount and related charges, and send a correction notice. If it finds no error, it must send a written explanation and, on request, copies of documentary evidence of the debt.","issues":["billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."],"security":{"official_domains":["truist.com"],"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","warnings":[]},"fee_reversal":{"company":{"id":"truist","name":"Truist","sector":"bank","website":"https://www.truist.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"Truist One Checking has no overdraft fees; ask for a reversal on other accounts.","evidence":["statement showing the fee","account history"],"steps":[{"do":"Check whether the account is Truist One Checking, which has no overdraft-related fees."},{"do":"Call and ask for a reversal.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"do":"If refused, use the feedback form, then complain to the CFPB.","channel":{"id":"feedback-form","type":"web_form","label":"Give feedback (Truist's online feedback form)","value":"https://truistcx.qualtrics.com/jfe/form/SV_5sUavghM9dnggbI","purposes":["poor_service","fee_reversal"],"access":"open","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"feedback-form","type":"web_form","label":"Give feedback (Truist's online feedback form)","value":"https://truistcx.qualtrics.com/jfe/form/SV_5sUavghM9dnggbI","purposes":["poor_service","fee_reversal"],"access":"open","source":"https://www.truist.com/contact","last_verified":"2026-10-12"},{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Truist One Checking does not charge overdraft fees, returned item fees, negative account balance fees or overdraft protection transfer fees.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"},{"kind":"limit","claim":"Truist One's Balance Buffer lets qualifying clients overdraw up to $100; it needs a direct deposit of at least $100 within the last 35 calendar days.","issues":["fee_reversal"],"source":"https://www.truist.com/checking/truist-one-banking","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may opt out of the Truist credit card Mutual Arbitration Agreement only by a signed written notice sent by certified or overnight mail that Truist receives within thirty (30) days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Before arbitration, the Truist card agreement requires a written Notice of Pre-Arbitration Dispute and an informal dispute resolution conference; arbitration is administered by JAMS.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Debit card claims online need sign-in; phone lines verify the account holder.","Truist does not publish a complaint mailing address or executive office."],"security":{"official_domains":["truist.com"],"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Truist Bank is a state-chartered bank that is not a Federal Reserve member; its primary federal regulator is the FDIC. Truist lists separate mortgage service numbers for SunTrust-originated and BB&T-originated loans (legacy brands).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, credit and debit cards (844-4TRUIST)","value":"+1-844-487-8478","hours":"Mon-Fri 8 AM-8 PM EST, Sat 8 AM-5 PM EST, Sun automated only; fraud reporting 24/7","purposes":["fraud","unauthorized_charge","transaction_dispute","billing_error","fee_reversal","frozen_funds"],"access":"human_only","notes":"To report fraud (24/7), select option 1, then option 4. Spanish is option 9.","source":"https://www.truist.com/contact","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"For card billing errors write within 60 days. Truist publishes no complaint mailing address; the feedback form is the closest written channel.","channel":{"id":"billing-rights-mail","type":"mail","label":"Credit card billing errors (Your Billing Rights address)","value":"Truist Bank Card Services, P.O. Box 200, Wilson, NC 27893","purposes":["billing_error","transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Card agreement requires a written Notice of Pre-Arbitration Dispute and an informal conference before JAMS arbitration; small claims court is excluded.","channel":{"id":"arbitration-notice-mail","type":"mail","label":"Notice of Pre-Arbitration Dispute, or arbitration opt-out (credit cards)","value":"Truist Bank Legal Department, Mail Code 306-40-01-15, 1001 Semmes Avenue, Richmond, VA 23224","notes":"Mark it \"Attn - Notice of Pre-Arbitration Dispute\" or \"Attn - Arbitration Opt Out\". Opt-out must be sent by certified or overnight mail, return receipt requested, and received within 30 days of opening the account.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/Truist_Bank/enjoy-cash-consumer-credit-card-agreement_-_070126-268978.pdf","last_verified":"2026-10-12"}}],"security":{"official_domains":["truist.com"],"never_asks":[{"kind":"policy","claim":"Truist will not email, text or call to ask you to provide, update or verify personal or account information, such as passwords, Social Security numbers, PINs, or credit or debit card numbers.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist will not use scare tactics, threats or high-pressure language to get you to act quickly.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"},{"kind":"policy","claim":"Truist and its investment professionals never give investment advice or solicit investments on social media or messaging platforms.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers pretend to be Truist or a bank employee in emails, social media messages, texts, phone calls and voicemails to get access to your device, your data or your money. Truist says not to call back the number they give or the number they called from.","source":"https://www.truist.com/fraud-and-security/common-fraud","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails, phone numbers, or screenshots of texts or social media messages that claim to be Truist","value":"emailabuse@truist.com","purposes":["fraud"],"source":"https://www.truist.com/fraud-and-security/report-fraud","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}