Experiencing an unauthorized or incorrect charge on your bank statement can be frustrating and even alarming. Whether it's a fraudulent transaction, a billing error, or an issue with services not received, knowing how to dispute charges with your bank is crucial. If you're a Truist customer, this comprehensive guide will walk you through the process step-by-step, helping you navigate the dispute process effectively.
So, you've just spotted a transaction on your Truist account that doesn't look right. What's your immediate reaction? Panic? Frustration? Don't worry, you're not alone, and Truist has established procedures to help you resolve these issues. Let's get started on regaining control of your finances.
The Importance of Prompt Action
Before we dive into the steps, remember this golden rule: time is of the essence. The sooner you identify and report a suspicious or incorrect charge, the better your chances of a successful resolution. Delays can limit your consumer protections and make it harder for Truist to investigate.
Step 1: Identify and Gather Information About the Disputed Charge
The first crucial step is to thoroughly examine the charge in question and collect all relevant details. This information will be vital when you communicate with Truist.
Sub-heading: Review Your Truist Statement Carefully
- Online Banking: Log into your Truist online banking account or mobile app. Navigate to your transaction history. Look for the specific transaction that you wish to dispute.
- Paper Statements: If you receive paper statements, locate the charge on your most recent statement.
- Transaction Details: Click on or locate the specific transaction to view its details. This usually includes:
- Merchant Name: Who charged you?
- Amount: The exact monetary value of the charge.
- Date and Time: When did the transaction occur?
- Transaction Type: Was it a debit card purchase, credit card charge, ATM withdrawal, online transfer, etc.?
- Reference Number (if available): Some transactions have unique identifiers.
Sub-heading: Determine the Reason for the Dispute
It's important to categorize why you're disputing the charge. Common reasons include:
- Unauthorized Transaction/Fraud: You did not make this purchase, and you believe your card or account information was compromised. This is a top priority for Truist and other banks.
- Duplicate Charge: You were charged twice for the same transaction.
- Incorrect Amount: The amount charged is different from what you authorized.
- Goods/Services Not Received: You paid for something, but never received the item or service.
- Goods/Services Not as Described: You received the item or service, but it was significantly different from what was advertised or agreed upon.
- Cancelled Service/Subscription Still Charged: You cancelled a service or subscription but were still charged.
- Refund Not Processed: You returned an item or cancelled a service, and the merchant confirmed a refund, but it hasn't appeared on your statement.
Sub-heading: Gather Supporting Documentation
Any evidence you can provide will strengthen your case. This might include:
- Receipts or invoices: For legitimate transactions, if you have them.
- Order confirmations: For online purchases.
- Communication with the merchant: Emails, chat transcripts, or call logs showing attempts to resolve the issue directly.
- Screenshots: Of online orders, misleading advertisements, or communication.
- Police report: In cases of significant fraud or identity theft.
Step 2: Contact Truist Promptly
Once you have all your information, it's time to officially report the dispute to Truist.
Sub-heading: Choose Your Contact Method
Truist offers several ways to dispute a charge:
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Online Banking/Mobile App (Recommended for convenience):
- Many charges can be disputed directly through your online banking portal or the Truist mobile app.
- Look for an option like "Dispute a Transaction" or "Report Fraud" within the transaction details or under your account settings. This is often the fastest and most efficient initial step.
- Follow the on-screen prompts to provide the details you gathered in Step 1.
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Phone (For immediate fraud or if online options aren't clear):
- For fraudulent charges, it's often best to call Truist's dedicated fraud department immediately. The number for reporting fraud is 844-4TRUIST (844-487-8478), then select option 1 for 24/7 fraud reporting.
- For general billing errors or other disputes, you can call Truist customer service at the number on the back of your card or found on their official website.
- Be prepared to provide all the information you gathered.
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In Person (For complex issues or if you prefer face-to-face assistance):
- Visit a local Truist branch. A representative can guide you through the process and help you fill out any necessary forms. This can be beneficial if you have a complicated situation or prefer direct interaction.
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Mail (If other options are not feasible or if specifically requested):
- While less common for initial disputes, Truist may require written documentation for certain types of disputes, especially credit reporting disputes. You might be directed to mail information to an address like:
- Credit Bureau Disputes
- PO Box 849
- Wilson, NC 27894
- Always confirm the correct mailing address with Truist directly before sending anything.
- While less common for initial disputes, Truist may require written documentation for certain types of disputes, especially credit reporting disputes. You might be directed to mail information to an address like:
Sub-heading: Be Clear and Concise
When communicating with Truist, whether online, over the phone, or in person:
- State clearly that you wish to dispute a charge.
- Provide the exact details of the transaction (merchant, amount, date).
- Explain your reason for the dispute thoroughly but concisely.
- Mention any attempts you made to resolve the issue with the merchant and the outcome of those attempts.
- Do not admit fault if you believe the charge is truly unauthorized or erroneous.
Sub-heading: Request a Confirmation and Reference Number
Always ask for confirmation that your dispute has been initiated and a reference number for your case. This number is crucial for tracking the status of your dispute.
Step 3: Understand the Investigation Process
Once you've reported the dispute, Truist will begin an investigation. This process can vary in length depending on the complexity of the case and whether it's a debit or credit card dispute.
Sub-heading: Provisional Credit
- Debit Card Disputes (Electronic Fund Transfer Act - EFTA): For unauthorized debit card transactions, Truist is generally required to investigate promptly. If you report unauthorized debit card activity within two business days, you may have zero liability. If you report it within 60 days of your statement being sent, your liability is usually limited to $50. Truist may provide you with a provisional credit to your account while the investigation is ongoing. This means the disputed funds are temporarily returned to your account.
- Credit Card Disputes (Fair Credit Billing Act - FCBA): For credit card disputes, the Fair Credit Billing Act (FCBA) protects you from unauthorized charges and billing errors. Your liability for unauthorized credit card fraud is typically limited to $50. The card issuer must acknowledge your dispute within 30 days and complete their investigation within two complete billing cycles (generally no more than 90 days). You are generally not required to pay the disputed amount or any associated finance charges while the investigation is pending.
Sub-heading: Merchant Response
Truist will likely contact the merchant involved to gather their side of the story and any supporting documentation they may have.
Sub-heading: Possible Outcomes
- Dispute Upheld: If Truist finds in your favor, the charge will be permanently removed from your account, and any provisional credit will become permanent.
- Dispute Denied: If Truist determines the charge was valid or you are liable, the dispute will be denied. They are required to provide you with a written explanation of their decision.
Step 4: Follow Up and Respond to Requests
The dispute process isn't always a one-and-done interaction. You may need to follow up or provide additional information.
Sub-heading: Monitor Your Account and Communications
- Check your Truist account regularly for updates on the disputed transaction.
- Monitor your email and postal mail for any correspondence from Truist regarding your dispute. They may request additional information or provide updates on their investigation.
- Keep all records of your communication with Truist and the merchant.
Sub-heading: Respond to Truist's Requests Promptly
If Truist asks for more information or documentation, provide it as quickly as possible. Delays on your part can prolong the investigation or even lead to the denial of your dispute.
Sub-heading: What if Your Dispute is Denied?
If your dispute is denied, carefully review Truist's explanation.
- Consider appealing: If you believe their decision is incorrect and you have additional evidence, you may be able to appeal the decision. Follow the instructions provided by Truist for appeals.
- Contact regulatory bodies: If you remain unsatisfied after exhausting Truist's internal dispute resolution process, you can consider filing a complaint with regulatory bodies such as the Consumer Financial Protection Bureau (CFPB) or the Office of the Comptroller of the Currency (OCC).
Step 5: Protect Your Account for the Future
After resolving a disputed charge, especially a fraudulent one, take steps to enhance your account security.
Sub-heading: Change Passwords and PINs
- Immediately change your online banking password and any PINs associated with the compromised card or account.
- Use strong, unique passwords that combine letters, numbers, and symbols.
Sub-heading: Set Up Account Alerts
- Enable transaction alerts through Truist online banking or the mobile app. You can typically set up alerts for:
- Purchases over a certain amount.
- Online transactions.
- International transactions.
- ATM withdrawals.
- Low balance alerts.
- This will help you detect suspicious activity faster in the future.
Sub-heading: Monitor Your Statements Regularly
- Make it a habit to review your Truist bank and credit card statements frequently – ideally weekly or even daily, especially for highly active accounts. This proactive approach is your best defense against fraudulent or erroneous charges going unnoticed.
Sub-heading: Be Wary of Phishing Scams
- Truist will never ask you for your personal or account information via email, text message, or social media. Be extremely cautious of any unsolicited communication asking for this information.
By following these steps, you can effectively dispute charges with Truist and protect your financial well-being. Remember, being informed and acting quickly are your most powerful tools.
10 Related FAQ Questions
How to report a lost or stolen Truist debit or credit card?
- Immediately call Truist's fraud department at 844-4TRUIST (844-487-8478), available 24/7, and select option 1. This will allow them to block your card and prevent further unauthorized use.
How to know if a charge on my Truist statement is legitimate?
- Review the merchant name, date, and amount. If you don't recognize it, consider if it's a recurring charge you forgot about, or a charge from a merchant with a different billing name (e.g., parent company). If still unsure, dispute it.
How to dispute an ATM withdrawal I didn't make with Truist?
- Treat this as an unauthorized transaction. Contact Truist's fraud department immediately by phone (844-4TRUIST, option 1) and follow their instructions. You'll likely need to provide details about when and where you last used your card.
How to find the "Dispute a Transaction" option in Truist online banking?
- Log into your Truist online banking account. Navigate to your account activity or transaction history. Click on the specific transaction you wish to dispute. You should see an option like "Dispute Transaction" or "Report an Issue" associated with that particular entry.
How to submit supporting documents for a Truist dispute?
- If you initiated the dispute online, there might be an option to upload documents directly. If you called, the representative will typically provide instructions on how to submit documents, which might include email or mail. Always include your dispute reference number.
How to get a provisional credit from Truist for a disputed charge?
- Provisional credits are more common for debit card disputes reported promptly under the Electronic Fund Transfer Act (EFTA). Truist will determine if a provisional credit is applicable based on the nature of your dispute and relevant regulations.
How to track the status of my Truist dispute?
- Keep your dispute reference number handy. You can usually inquire about the status by calling the Truist customer service or fraud department, or sometimes through your online banking platform if the dispute was initiated there. The Truist Enterprise Fraud Management team can be reached at 1-866-802-4955 for status inquiries.
How to avoid future unauthorized charges on my Truist account?
- Enable transaction alerts, regularly review your statements, use strong and unique passwords, be cautious of suspicious emails/texts, and avoid using your card on unsecured websites.
How to dispute a charge if the merchant is uncooperative?
- Even if the merchant is uncooperative, you can still dispute the charge with Truist. Provide Truist with documentation of your attempts to resolve the issue directly with the merchant (e.g., emails, call logs).
How to protect myself from identity theft after a fraudulent Truist charge?
- In addition to disputing the charge, consider placing a fraud alert on your credit report, reviewing your credit reports for other suspicious activity, and potentially freezing your credit if you suspect widespread identity theft.
