It can be incredibly frustrating when you encounter an issue with a merchant, whether it's an unauthorized charge, a recurring payment you want to stop, or simply a service you no longer wish to use. When that merchant is tied to your Truist account, knowing how to take action is crucial. While Truist doesn't offer a direct "block merchant" button for all transactions in the same way you might block a phone number, they provide robust tools to manage and dispute transactions that can effectively stop unwanted charges.
Let's dive into a comprehensive, step-by-step guide to help you gain control over your Truist accounts and address merchant-related concerns.
Taking Control: A Step-by-Step Guide to Managing Merchant Transactions on Truist
Are you dealing with an unwanted charge or a recurring payment you need to stop from a merchant on your Truist account? Don't worry, you've got options! This guide will walk you through the various ways to address these situations, from directly managing your card controls to disputing unauthorized transactions.
Step 1: Identify the Type of Merchant Issue
Before taking any action, it's essential to understand the nature of the issue you're facing. This will help you choose the most effective approach.
Sub-heading: Is it an Unauthorized Transaction (Fraud)?
This is critical. If you see a charge on your Truist statement that you absolutely did not make or authorize, this falls under fraud. This could be due to a compromised card number, identity theft, or a scam. Immediate action is required for fraudulent transactions.
Sub-heading: Is it a Recurring Payment You Want to Stop?
Perhaps you signed up for a subscription service, a gym membership, or an online service, and now you want to cancel it. The merchant continues to charge your card. While you initiated these payments, you now want them to cease.
Sub-heading: Is it a Disputed Transaction (Non-Fraudulent)?
This category covers situations where you authorized a payment, but there's a problem with the product or service you received. Maybe you returned an item and didn't get a refund, or the service provided was not as advertised. This isn't fraud, but it's a legitimate issue that needs resolution.
Step 2: Utilize Truist's Card Controls (For Debit and Credit Cards)
Truist offers powerful card controls that allow you to manage how and where your debit and credit cards are used. While this isn't a direct "block merchant" feature for every single merchant, it's incredibly effective for preventing certain types of transactions, especially if you're concerned about future unauthorized use or want to limit spending.
Sub-heading: Accessing Card Controls via the Mobile App
- Log In: Open the Truist Mobile App on your smartphone or tablet and log in securely.
- Navigate to Main Menu: Tap the "Main Menu" icon (usually three horizontal lines or a similar symbol).
- Select Card Controls: Look for and tap on the "Card Controls" option.
- Choose Your Card: If you have multiple Truist cards, select the specific debit or credit card you wish to manage.
- Customize Your Controls: Here, you'll find various options. You can:
- Lock/Unlock Your Card: This is a fantastic immediate measure. Locking your card will prevent most new or unauthorized transactions, while still allowing recurring payments you've already authorized to go through. This is ideal if you've misplaced your card or suspect suspicious activity but don't want to cancel it immediately. You can easily unlock it later.
- Choose Transaction Types: Prevent specific types of transactions, such as digital wallet purchases, ATM transactions, online and phone purchases, or even international transactions. This can be useful if you're concerned about a particular type of merchant category.
- Set Single Transaction Limits: Establish a maximum dollar amount that can be spent per transaction.
- Set Regions: Restrict where your card can be used geographically.
Sub-heading: Accessing Card Controls via Online Banking
- Log In: Go to the Truist website (Truist.com) and log in to your online banking account.
- Locate Card Controls: Look for the "More" tab or navigate to "Profile & Settings" by clicking on your username in the top right corner.
- Select Accounts & Cards: Within "Profile & Settings," choose "Accounts & Cards," and then select "Card Controls."
- Manage Settings: Similar to the mobile app, you'll find options to lock/unlock your card, set transaction limits, and define usage regions.
Step 3: Stop Recurring Payments (Subscriptions, Memberships)
If a merchant is continually charging you for a service you no longer want, direct communication with the merchant is often the first and most effective step. However, if that fails, you have recourse through Truist.
Sub-heading: Contact the Merchant Directly (Recommended First Step)
- Review Their Cancellation Policy: Check the merchant's website, your initial agreement, or their terms and conditions for their cancellation policy.
- Follow Their Cancellation Process: Many companies have a specific procedure for canceling subscriptions or recurring payments. This might involve logging into your account on their website, sending an email, or calling their customer service.
- Obtain Confirmation: Always request a confirmation of your cancellation in writing (email is usually sufficient). Keep this for your records.
Sub-heading: Initiate a Stop Payment Order through Truist
If the merchant fails to stop the recurring payments after you've tried to cancel directly, you can initiate a stop payment order with Truist.
- Gather Information: You'll need the merchant's name, the exact amount of the recurring payment, the date it's usually charged, and the last few digits of the card or account being debited.
- Contact Truist Customer Service: Call Truist's customer service at 844-4TRUIST (844-487-8478). Explain that you need to place a stop payment on a recurring transaction with a specific merchant.
- Follow Instructions: Truist will guide you through the process. Be prepared to provide the gathered information.
- Important Note: A stop payment order is typically good for six months. It's still highly recommended to resolve the issue directly with the merchant to avoid future charges after the stop payment expires. You may also need to provide written notice to Truist within 14 days if your initial notice was oral.
Step 4: Report Fraudulent or Unauthorized Transactions
If you identify a transaction that was never authorized by you, regardless of whether it's recurring or a one-time charge, you must report it to Truist as fraud.
Sub-heading: How to Report Fraud
- Act Immediately: Time is of the essence when reporting fraud. The sooner you report it, the better.
- Review Your Transactions: Carefully go through your Truist account history (online banking or mobile app) to identify all suspicious charges.
- Gather Details: For each unauthorized transaction, note down:
- Date of the transaction
- Amount of the transaction
- Merchant name (as it appears on your statement)
- Contact Truist's Fraud Department:
- Call 844-4TRUIST (844-487-8478). When prompted, select option 1 for fraud, then option 4 to report fraud 24/7.
- Alternatively, you can sign in to online banking and visit the "Support" section to file a claim.
- Provide Information: Clearly explain the situation to the Truist representative. They will guide you through filing a fraud claim.
- Case Number: Be sure to request and record a case number for your claim. This is crucial for tracking the investigation.
- Provisional Credit: In many fraud cases, Truist will apply a provisional credit to your account within 10 business days while they investigate. This credit becomes permanent if fraud is confirmed.
- Replace Your Card: For compromised cards, Truist will likely cancel your current card and issue a new one with a different number to prevent further fraudulent activity.
Step 5: Dispute a Transaction (Non-Fraudulent Issues)
This applies when you authorized a payment but have a legitimate reason to dispute it (e.g., you didn't receive the goods, the service was unsatisfactory, or you were double-charged).
Sub-heading: Attempt to Resolve with the Merchant First
- Contact Merchant Customer Service: Explain the issue clearly and provide any relevant documentation (receipts, order numbers, communication).
- Seek a Refund or Resolution: Try to reach an agreement with the merchant. Many issues can be resolved directly at this stage.
- Document Everything: Keep records of all your communication with the merchant, including dates, times, names of representatives, and summaries of conversations.
Sub-heading: File a Dispute with Truist
If you cannot resolve the issue directly with the merchant, Truist can help you dispute the transaction.
- Gather Documentation: Collect all relevant information, including proof of your attempt to resolve with the merchant, receipts, order confirmations, and any other supporting documents.
- Contact Truist Customer Service: Call 844-4TRUIST (844-487-8478). Explain that you need to dispute a transaction.
- Provide Details: You'll be asked to explain why you are disputing the charge and provide all the documentation you've gathered. Truist will initiate an investigation.
- Follow Up: Keep an eye on your account and be prepared to provide additional information if requested by Truist during their investigation.
Key Takeaways and Best Practices:
- Proactive Monitoring: Regularly review your Truist account statements and transactions (online or via the mobile app) for any unfamiliar or suspicious activity.
- Card Controls are Your Friend: Familiarize yourself with and utilize Truist's card controls to add an extra layer of security and control over your spending.
- Keep Records: Always keep detailed records of purchases, returns, cancellations, and any communication with merchants or Truist regarding disputes or fraud.
- Be Skeptical: If something feels off with a transaction or a request from a "merchant," trust your gut and investigate before acting.
- Update Recurring Payments: If you get a new card number (due to loss, theft, or expiration), remember to update your recurring payment information with all merchants you have automatic payments set up with.
10 Related FAQ Questions
How to know if a transaction is fraudulent on Truist?
Review your online banking or mobile app statements for transactions you don't recognize. If you didn't make the purchase or authorize the payment, it's likely fraudulent. Look for unusual merchant names, amounts, or transaction times.
How to lock my Truist credit or debit card?
You can lock your Truist credit or debit card instantly through the Truist Mobile App (Main Menu > Card Controls) or online banking (More tab > Card Controls or Profile & Settings > Accounts & Cards > Card Controls). This stops most new transactions without canceling the card.
How to report a lost or stolen Truist card?
Immediately call Truist at 844-4TRUIST (844-487-8478) to report a lost or stolen card. This will prevent further unauthorized use and allow Truist to issue a replacement.
How to view my transaction history on Truist?
You can view your transaction history by logging into your Truist online banking account or through the Truist Mobile App. Simply navigate to your checking, savings, or credit card account to see recent and past transactions.
How to contact Truist customer service for help with a merchant issue?
For general merchant issues, recurring payments, or disputes, you can call Truist customer service at 844-4TRUIST (844-487-8478). For fraud, use the same number and select the fraud reporting option.
How to cancel a recurring payment setup with a merchant?
First, attempt to cancel directly with the merchant by following their cancellation policy. If unsuccessful, contact Truist customer service at 844-4TRUIST (844-487-8478) to request a stop payment order on the recurring transaction.
How to dispute a charge that isn't fraud but I have an issue with?
Try to resolve the issue directly with the merchant first. If you cannot reach a resolution, gather all supporting documentation and contact Truist customer service at 844-4TRUIST (844-487-8478) to file a dispute.
How to set spending limits on my Truist card?
You can set single transaction spending limits on your Truist debit and credit cards via the Truist Mobile App or online banking within the "Card Controls" section.
How to get a provisional credit after reporting fraud to Truist?
After you report fraud to Truist, they typically apply a provisional credit to your account within 10 business days of reporting the fraud, pending their investigation. This credit becomes permanent if fraud is confirmed.
How to update my card information with merchants after getting a new Truist card?
If you receive a new card number (e.g., due to a lost/stolen card or expiration), you will need to manually update your payment information with any merchants that have recurring charges set up on your old card.
