Experiencing an unauthorized or incorrect charge on your bank statement can be frustrating and even alarming. Whether it's a small recurring subscription you forgot to cancel or a significant fraudulent transaction, knowing how to dispute it promptly is crucial. This comprehensive guide will walk you through the step-by-step process of disputing a charge with Truist, ensuring you're well-equipped to protect your finances.
Are you staring at your Truist statement, wondering, "What is that charge?" You're not alone! It happens to the best of us. Let's get that sorted out.
How to Dispute a Charge on Truist: A Step-by-Step Guide
Disputing a charge involves a few key steps, from initial investigation to potential resolution. Being organized and proactive will significantly help your case.
Step 1: Identify the Disputed Charge and Gather Information
Before you contact Truist, it's essential to have all the details about the suspicious transaction at your fingertips. The more information you provide, the smoother the dispute process will be.
1.1 Review Your Transaction History Carefully
- Log in to your Truist online banking or mobile app. Go through your recent transactions with a fine-tooth comb. Sometimes, a charge might look unfamiliar but turns out to be a legitimate purchase from a lesser-known merchant name or a family member using your card with permission.
- Note the exact date and amount of the transaction. This is critical for Truist to locate the charge quickly.
- Identify the merchant's name. Even if it's not immediately recognizable, make a note of what appears on your statement. Sometimes merchants use a different billing name than their public-facing brand.
1.2 Determine the Reason for the Dispute
Why are you disputing this charge? Being clear about the reason will help Truist categorize your claim correctly. Common reasons include:
- Unauthorized Transaction/Fraudulent Charge: You did not make or authorize this purchase. This is the most serious type of dispute.
- Duplicate Charge: You were charged twice for the same transaction.
- Incorrect Amount: The amount charged is different from the amount you authorized.
- Goods or Services Not Received: You paid for something, but never received the item or service.
- Merchandise Not as Described: You received the item, but it was significantly different from what was advertised or agreed upon.
- Canceled Transaction/Subscription: You canceled a service or order, but were still charged.
- Credit Not Processed: You were due a refund, but it hasn't appeared on your statement.
1.3 Collect Supporting Documentation
- Receipts or Order Confirmations: If you have any proof of the original purchase, cancellation, or return, gather it. This could be an email confirmation, a paper receipt, or a screenshot of an order page.
- Communication with the Merchant: Did you try to resolve the issue directly with the merchant? Keep records of emails, chat transcripts, or dates and times of phone calls, along with the names of people you spoke to and what was discussed. Truist may ask for evidence that you attempted to resolve the issue with the merchant first, especially for non-fraudulent disputes.
- Screenshots: If the dispute relates to an online purchase, take screenshots of product descriptions, terms and conditions, or any other relevant web pages.
- Police Report (for significant fraud): In cases of severe identity theft or major fraudulent activity, filing a police report can strengthen your claim, though it's not always required for initial disputes.
Step 2: Contact Truist to Initiate the Dispute
Once you have your information organized, it's time to reach out to Truist. You have a few options for initiating a dispute.
2.1 Online Banking (Recommended for many disputes)
- Sign in to your Truist online account.
- Navigate to the "Support" or "Dispute a Transaction" section. The exact location may vary, but it's typically found within your account settings, transaction details, or a general support area. Look for phrases like "Report an Issue," "Dispute Charge," or "File a Claim."
- Select the specific transaction you wish to dispute.
- Follow the on-screen prompts. You will be asked to provide the reason for the dispute and upload any supporting documents. Be as detailed as possible in your explanation.
2.2 By Phone (Best for immediate fraud or pending charges)
If you suspect fraud or need to dispute a pending charge (which often cannot be disputed online until it posts), calling Truist is your best bet.
- For general account information and fraud reporting (24/7 support): Call 844-4TRUIST (844-487-8478). If reporting fraud, select option 1, then option 4.
- For debit card customers: Call 1-866-564-2262.
- For credit card customers: Call 1-800-955-9060.
- For business credit card customers: Call 1-888-269-8690.
- Outside the U.S.: Call +1-910-914-8250.
- Be prepared to provide your account details and the information you gathered in Step 1. The representative will guide you through the process and may submit the dispute on your behalf.
2.3 Visiting a Truist Branch
While less common for simple disputes, you can always visit a local Truist branch to speak with a representative in person. This can be helpful if you prefer face-to-face assistance or have a particularly complex situation. Be sure to bring all your supporting documentation with you.
Step 3: Understanding the Investigation Process
After you submit your dispute, Truist will begin an investigation. This process can take some time, as the bank needs to gather information and communicate with the merchant and card networks.
3.1 Provisional Credit
For many disputes, especially those involving fraud, Truist may issue a provisional credit to your account. This means the disputed amount is temporarily credited back to you while the investigation is ongoing. This is not a final resolution; if the investigation concludes the charge was valid, the provisional credit will be reversed.
3.2 Timeframes
- The time it takes to resolve a dispute varies depending on the type of dispute and the merchant. Generally, investigations can take 30-60 days, but in some complex cases, it might extend up to 90 days.
- Debit card disputes for pending transactions: You may need to call to initiate these, and then wait for the transaction to post before it can be fully disputed online.
- Credit card disputes for pending transactions: Typically, you'll need to wait 1-3 business days for the charge to post before a dispute can be opened.
3.3 Communication from Truist
Truist will usually notify you via email or through your online account when the dispute has been received and is being processed. They may also contact you for additional information or clarification during the investigation. It's crucial to respond promptly to any requests from Truist.
Step 4: Monitoring Your Dispute Status and Following Up
The dispute process isn't always a "set it and forget it" situation. Staying informed about the status of your claim is important.
4.1 Checking Online
- If you initiated the dispute online, you might be able to check its status through your Truist online banking portal. Look for a "Dispute Status" or "Claims" section.
4.2 By Phone
- You are welcome to contact the Truist Enterprise Fraud Management team to inquire about the status of your claim at any time by dialing 1-866-802-4955.
- You can also use the general customer service numbers mentioned in Step 2.
4.3 Providing Additional Information
If Truist requests more information, provide it as quickly and thoroughly as possible. Failing to provide requested documentation could lead to your dispute being denied.
Step 5: Understanding the Resolution
The investigation will conclude with a decision from Truist.
5.1 Dispute Approved
- If your dispute is approved, the disputed charge will be permanently removed from your account, and any provisional credit will become final.
- You will receive a notification of the resolution.
5.2 Dispute Denied
- If your dispute is denied, Truist will provide an explanation for their decision.
- You may have the option to appeal the decision or provide new evidence if you believe there's been a mistake. Review the explanation carefully and consider what additional information you might have.
Step 6: Next Steps if Unresolved
If your dispute is denied and you still believe the charge is illegitimate, or if you're not satisfied with Truist's resolution, you have further avenues to explore.
6.1 Escalation within Truist
- Request to speak with a supervisor or a higher-level customer service representative. Clearly explain why you disagree with the denial and present any new information.
6.2 Contact Regulatory Agencies
- Consumer Financial Protection Bureau (CFPB): The CFPB is a U.S. government agency that protects consumers in the financial marketplace. You can file a complaint with them if you believe your bank has not handled your dispute fairly.
- Office of the Comptroller of the Currency (OCC): For federally chartered banks like Truist, the OCC supervises and regulates them. You can also submit a complaint to the OCC.
- State Attorney General's Office: Your state's Attorney General may have a consumer protection division that can assist.
6.3 Credit Reporting Agencies
If the disputed charge is on a credit card and impacts your credit report, and you believe it's erroneous, you can dispute the charge directly with the credit bureaus (Equifax, Experian, TransUnion).
10 Related FAQ Questions
How to check the status of my Truist dispute?
You can generally check the status of your dispute by logging into your Truist online banking account, or by calling the Truist Enterprise Fraud Management team at 1-866-802-4955.
How to dispute a pending charge on Truist?
For pending charges, especially on debit cards, it's often best to call Truist directly at 1-866-564-2262 (debit card) or 1-800-955-9060 (credit card). Pending charges may need to post before an online dispute can be fully initiated.
How to get a temporary credit for a disputed charge on Truist?
For many fraud-related disputes, Truist may issue a provisional (temporary) credit to your account while the investigation is ongoing. This is common for unauthorized transactions to help you access your funds sooner.
How to contact Truist for credit card disputes?
For credit card disputes, call Truist at 1-800-955-9060. You can also initiate disputes through your online banking portal.
How to dispute a debit card charge on Truist?
For debit card disputes, you can use your Truist online banking, mobile app, or call 1-866-564-2262.
How to provide supporting documents for a Truist dispute?
When disputing online, you will typically have an option to upload documents like receipts, emails, or screenshots. If disputing by phone or in person, the representative will guide you on how to submit your supporting documentation.
How to appeal a denied Truist dispute?
If your dispute is denied, review Truist's explanation. You can then call Truist's customer service and request to speak with a supervisor or escalate the claim, providing any new or additional information that supports your case.
How to dispute a charge if I already tried contacting the merchant?
Even if you've tried contacting the merchant without success, you can still dispute the charge with Truist. Be sure to inform Truist about your attempts to resolve the issue with the merchant and provide any records of that communication.
How long does a Truist charge dispute take to resolve?
A Truist charge dispute can take anywhere from 30 to 90 days to resolve, depending on the complexity of the case and the type of transaction.
How to prevent future unauthorized charges on my Truist account?
Regularly monitor your account activity, set up transaction alerts, use strong and unique passwords for online accounts, be cautious about sharing your card information, and immediately report any lost or stolen cards to Truist.
