Has a mysterious charge appeared on your Truist account statement, leaving you scratching your head and wondering, "What is that?" Or perhaps you made a purchase, but the goods never arrived, or the service was subpar? Whatever the reason, if you're looking to dispute a charge on your Truist account, you've come to the right place!
While calling customer service is always an option, did you know you can often initiate a dispute directly through the Truist app or online banking? This can be a much more convenient and time-efficient way to get the ball rolling. This comprehensive guide will walk you through the process, step-by-step, so you can confidently tackle that unrecognized transaction.
Navigating the Digital Waters: Disputing a Charge on the Truist App
Disputing a charge can feel daunting, but Truist has streamlined the process within their digital platforms. Let's dive in!
Step 1: Identify the Problem and Gather Your Evidence
Before you even open the app, take a moment to understand the situation. This initial preparation is crucial for a smooth dispute process.
- Review the Transaction: Go through your recent transactions carefully. What's the exact date of the charge? What's the amount? What's the merchant name as it appears on your statement? Sometimes, a merchant's name on your statement might be slightly different from what you expect (e.g., "ABC Store" might appear as "ABC Retail Co.").
- Determine the Reason for the Dispute: Is it a fraudulent charge you didn't authorize at all? Was it a duplicate charge for the same item or service? Did you not receive the goods or services you paid for? Was the amount incorrect? Knowing the specific reason will help you categorize your dispute correctly.
- Collect Supporting Documentation: This is where you build your case!
- Receipts or Order Confirmations: If you have an email confirmation, a physical receipt, or an order number, have it ready.
- Communication with the Merchant: Did you try to resolve the issue directly with the merchant? Save any emails, chat logs, or notes from phone calls (including dates, times, and names of representatives you spoke with). This demonstrates your effort to resolve it externally first.
- Proof of Non-Receipt/Damaged Goods: Photos of damaged items, screenshots of tracking information showing "delivered" but no package, or emails confirming a cancellation that wasn't processed can be vital.
- Any Other Relevant Information: Think about anything that helps explain why you're disputing the charge. The more information you provide, the stronger your case.
Step 2: Accessing the Dispute Feature in the Truist App
Now that you're armed with information, it's time to log into the Truist app.
- Log In to the Truist App: Open the Truist mobile banking app on your smartphone or tablet. Enter your User ID and Password. If you have biometric authentication enabled (fingerprint or face ID), you can use that for quicker access.
- Navigate to Your Accounts: Once logged in, you'll typically see an overview of your accounts. Select the specific account (checking, savings, credit card, etc.) where the disputed charge appears.
- Locate the Transaction: Scroll through your transaction history until you find the charge you wish to dispute. Be precise – ensure you select the correct date and amount.
Step 3: Initiating the Dispute Process
With the transaction selected, you'll typically find an option to dispute it.
- Tap on the Transaction: Tapping on the specific transaction will usually open up a detail screen. Look for an option like "***Dispute Transaction,***" "***Report Fraud,***" or "***I Don't Recognize This Charge.***" The exact wording may vary slightly.
- Follow the On-Screen Prompts: The app will guide you through a series of questions.
- Select the Reason: You'll be presented with a list of common dispute reasons (e.g., "Fraudulent Transaction," "Duplicate Charge," "Merchandise Not Received," "Services Not Performed," "Incorrect Amount," etc.). Choose the one that best fits your situation.
- Provide Details: This is where your gathered evidence comes in handy. You'll likely have a text box to explain in detail why you are disputing the charge. Be clear, concise, and include all relevant information you collected in Step 1.
- Example for fraudulent charge: "I did not authorize this transaction. My card was in my possession at the time. I have never done business with this merchant."
- Example for merchandise not received: "I ordered [item] on [date] for $[amount]. The expected delivery date was [date], but the item has not arrived. I attempted to contact the merchant on [date(s)] via [method] and received no resolution/response."
- Upload Supporting Documents: If the app allows (and it often does for disputes), upload any relevant documents you have, such as receipts, screenshots, or communication logs. This is usually done through your phone's photo library or file manager.
- Confirm and Submit: Review all the information you've entered to ensure accuracy. Once you're satisfied, tap "Submit" or "Confirm."
Step 4: What Happens After Submission?
The dispute process doesn't end with a click of a button. Here's what to expect:
- Confirmation: You should receive an immediate confirmation within the app or via email that your dispute has been submitted. This confirmation may include a case number. Make sure to save this case number! It's your reference for all future communication regarding this dispute.
- Provisional Credit: For debit card fraud or certain other types of disputes, Truist may issue a provisional credit to your account within a certain timeframe (often 10 business days). This means the disputed amount is temporarily returned to your account while the investigation is ongoing. This credit is not permanent until the investigation is complete and the dispute is resolved in your favor.
- Investigation: Truist's fraud or dispute department will investigate your claim. This involves reviewing the information you provided, contacting the merchant, and reviewing transaction data. This process can take time, sometimes 30-60 days or even longer, depending on the complexity of the case and the type of transaction.
- Communication: Truist may contact you for additional information or clarification during their investigation. It's crucial to respond promptly to any requests to avoid delays or a negative outcome for your dispute. They may reach out via secure message within the app/online banking, email, or phone.
- Resolution: Once the investigation is complete, Truist will notify you of their decision.
- If Approved: The provisional credit will become permanent, or the charge will be reversed if a provisional credit wasn't issued.
- If Denied: You will receive an explanation for the denial. You may have the option to appeal the decision if you have new evidence or believe there was an error.
Important Considerations and Tips:
- Act Quickly! There are time limits for disputing charges, usually within 60 days of the statement date on which the charge appeared. The sooner you act, the better. For fraudulent charges, reporting immediately can limit your liability.
- Monitor Your Account: Keep a close eye on your account statement even after disputing the charge to ensure no further unauthorized activity occurs and to track the progress of your dispute.
- Keep Records: Maintain a personal record of all communication, case numbers, dates, and names related to your dispute.
- Be Patient: Dispute investigations can take time. While it's frustrating, be patient and allow Truist to complete their process.
- Understand Different Dispute Types:
- Fraudulent Transactions: These are charges you did not authorize at all.
- Non-Fraudulent Disputes: These are issues with purchases you did make, such as unreceived goods, incorrect amounts, or services not rendered. For these, banks often require you to attempt resolution with the merchant first.
By following these steps and keeping these tips in mind, you can effectively dispute a charge on your Truist account using the app, potentially saving yourself a phone call and getting quicker resolution.
10 Related FAQ Questions
Here are 10 frequently asked questions about disputing charges with Truist, with quick answers:
How to Check the Status of My Truist Charge Dispute?
You can typically check the status of your dispute by logging into your Truist online banking or mobile app and navigating to the "Support" or "Disputes" section, or by reviewing your transaction details. You may also receive email or secure message updates.
How to Dispute a Charge if I Don't Have the Truist App?
If you don't use the Truist app, you can still dispute a charge by logging into Truist Online Banking via a web browser on your computer and looking for a "Support" or "Dispute a Transaction" option, or by calling Truist customer service at 844-4TRUIST (844-487-8478).
How to Know if a Charge is Fraudulent or a Merchant Dispute?
A fraudulent charge is one you did not authorize at all. A merchant dispute is an issue with a purchase you did make (e.g., incorrect item, non-delivery, wrong amount). Knowing the difference helps you select the correct dispute reason.
How to Gather Evidence for a Charge Dispute?
Gather receipts, order confirmations, screenshots of tracking information, emails, or chat logs with the merchant, and any documentation that supports your claim (e.g., photos of damaged goods).
How to Appeal a Denied Charge Dispute with Truist?
If your dispute is denied, carefully review the reason provided by Truist. If you have new or additional compelling evidence that wasn't submitted initially, you can typically contact their claims department to request a second review.
How to Protect My Truist Account from Future Unauthorized Charges?
Regularly monitor your account statements, enable transaction alerts, use strong, unique passwords, be cautious about sharing your card information online, and consider locking your card through the Truist app when not in use.
How to Report a Lost or Stolen Truist Card?
Immediately report a lost or stolen card by calling 844-4TRUIST (844-487-8478) or by logging into the Truist app/online banking to block or freeze your card.
How to Understand the Provisional Credit I Received?
A provisional credit is a temporary credit issued by Truist while they investigate your dispute, particularly for fraud claims. It means the funds are put back into your account temporarily, but they are not permanent until the investigation is finalized in your favor.
How to Contact Truist's Fraud Department Directly?
To report fraud 24/7, you can call 844-4TRUIST (844-487-8478) and select option 1, then option 4.
How to Know the Timeframe for a Truist Dispute Resolution?
While a provisional credit for fraud may appear within 10 business days, the full investigation and resolution of a charge dispute can take anywhere from 30 to 60 days, or sometimes longer, depending on the complexity and type of transaction. You will be notified of the final decision.
