Facing an Unauthorized Charge on Your Truist Account? Don't Panic! Here's Your Comprehensive Guide to Disputing Transactions on the Truist App
Have you just checked your Truist account and spotted a transaction that makes your eyebrows raise? Perhaps it's a charge you don't recognize, a duplicate billing, or an amount that just doesn't seem right. It can be incredibly frustrating and even a little unsettling to see something unexpected on your financial statement. But don't worry, you're not alone, and Truist provides ways to address these issues.
This lengthy guide will walk you through, step-by-step, how to dispute a transaction using the Truist mobile app, ensuring you're empowered to take control of your finances. Let's get started, shall we?
Step 1: Immediately Review the Transaction Details and Gather Evidence
The very first thing you need to do, before even opening the Truist app, is to get a clear picture of the problematic transaction. This is crucial for a strong dispute.
Sub-heading: Understanding the "What, When, and How Much"
- What is the transaction? Identify the exact merchant, the type of transaction (e.g., online purchase, in-store, recurring bill), and a clear description of the item or service.
- When did it occur? Note the precise date and time the transaction posted to your account.
- How much was it? Confirm the exact amount of the disputed charge.
Sub-heading: Collect Your Supporting Documents
Think of yourself as a detective. Any information that can support your claim will be invaluable. This could include:
- Receipts or invoices: If you did make a purchase but the amount is wrong, or if you returned an item and weren't credited.
- Emails or communication with the merchant: Any proof of cancellation, confirmation of non-delivery, or attempts to resolve the issue directly with the merchant.
- Screenshots: If it was an online transaction, screenshots of the order confirmation, tracking information, or even the merchant's website showing pricing can be helpful.
- Bank statements: While you're disputing through the app, having a physical or digital copy of your statement can help you pinpoint the transaction quickly.
Pro Tip: If you suspect fraud and your card details have been compromised, it's a good idea to lock your card immediately through the Truist app. This prevents any further unauthorized transactions while you investigate.
Step 2: Accessing the Truist App and Navigating to Your Accounts
Now that you have your information ready, it's time to log into the Truist app.
Sub-heading: Logging In Securely
- Open the Truist App: Locate the Truist app icon on your smartphone or tablet and tap to open it.
- Enter Your Credentials: Input your User ID and Password. If you have biometric login (fingerprint or face ID) enabled, you can use that for a quicker and more secure access.
- Two-Factor Authentication (if prompted): Truist may require a one-time passcode sent to your registered phone number or email for added security. Enter this code to proceed.
Sub-heading: Locating the Transaction
Once logged in, you'll need to find the specific transaction you wish to dispute.
- Navigate to "Accounts": On the main dashboard, you'll typically see a summary of your accounts (checking, savings, credit cards). Tap on the account where the disputed transaction occurred.
- View Transaction History: Scroll through your recent transactions or use the search/filter options to find the specific charge. Be precise with the date and amount you noted in Step 1.
Step 3: Initiating the Dispute Process within the App
This is where you'll officially begin your dispute.
Sub-heading: Selecting the Disputed Transaction
- Tap on the Transaction: Once you've located the specific transaction, tap on it to view its details.
- Look for Dispute Option: Within the transaction details, you should see an option to "Dispute Transaction," "Report Fraud," or something similar. The exact wording might vary slightly based on the app version and the nature of the transaction.
Sub-heading: Providing the Reason for Your Dispute
After selecting the dispute option, the app will guide you through a series of questions.
- Choose the Reason: You'll be presented with a list of common dispute reasons. Select the one that best describes your situation. Common reasons include:
- Unauthorized Transaction/Fraud: For charges you absolutely did not make.
- Duplicate Charge: If you were charged twice for the same transaction.
- Goods/Services Not Received: When you paid for something but never received it.
- Incorrect Amount Charged: If the amount on your statement is different from what you authorized.
- Credit Not Processed: For returns or refunds that haven't appeared on your account.
- Canceled Recurring Transaction: If you canceled a subscription or recurring payment but were still charged.
- Provide Additional Details: You'll typically have a text box to provide more context. This is where your gathered evidence comes in handy. Clearly explain what happened, including dates, names, and any attempts you made to resolve it with the merchant. Be concise but thorough.
- Attach Supporting Documents (if applicable): If the app allows, upload the screenshots, receipts, or other documents you collected in Step 1. High-quality images are always best.
Step 4: Review and Submit Your Dispute
Before hitting "submit," it's essential to review everything carefully.
Sub-heading: Double-Checking Your Information
- Verify Accuracy: Read through all the information you've entered. Ensure the transaction details are correct, the reason for the dispute is accurate, and your explanation is clear.
- Confirm Contact Information: Make sure your contact information (phone number, email address) on file with Truist is up-to-date, as they may need to reach out for further information.
Sub-heading: Submitting Your Claim
- Agree to Terms (if applicable): You might be asked to agree to certain terms and conditions related to the dispute process. Read them carefully before proceeding.
- Submit Dispute: Tap the "Submit" or "Confirm" button.
Important Note: Once submitted, make sure to take note of any reference or case number provided by Truist. This number will be essential for tracking the status of your dispute. You may also receive an email confirmation.
Step 5: Monitoring Your Dispute Status and Next Steps
The dispute process can take some time. Patience is key, but so is staying informed.
Sub-heading: Checking Status in the App
While specific navigation may vary, Truist generally provides a way to track your disputes.
- Navigate to "Accounts" or "Services": Look for a section related to "Disputes," "Claims," or "Activity."
- View Open Disputes: You should be able to see a list of your open disputes and their current status. The app is often the easiest way to get updates.
Sub-heading: What to Expect Next
- Provisional Credit: For debit card fraud claims, Truist generally applies a provisional credit to your account within 10 business days of reporting the fraud. This means they temporarily return the disputed funds to your account while they investigate. For credit cards, a provisional credit might also be issued.
- Investigation Timeframe: Dispute investigations can take anywhere from 30 to 60 days, depending on the complexity of the issue and the information required from the merchant.
- Communication from Truist: You may receive emails or notifications through the app requesting additional information or providing updates on your case. Respond promptly to any requests.
- Resolution: After the investigation, Truist will either approve or deny your dispute.
- If approved: The disputed amount will be permanently credited to your account.
- If denied: You will receive an explanation for the denial. You may have the option to appeal the decision if you have new information.
Sub-heading: When to Contact Truist Directly
While the app is convenient, there are times when a direct call to Truist customer service is necessary.
- If you encounter technical issues while trying to file the dispute in the app.
- If you haven't received a provisional credit within the expected timeframe.
- If you haven't heard any updates on your dispute within a reasonable period (e.g., 2-3 weeks after filing).
- If you need to provide additional information that the app doesn't allow you to upload.
Truist Customer Service for Disputes: You can reach them at 844-4TRUIST (844-487-8478). To report fraud, select option 1. Have your account and dispute reference numbers ready.
Step 6: What to Do if Your Dispute is Denied
A denied dispute isn't necessarily the end of the road.
Sub-heading: Review the Denial Reason
Carefully read the explanation provided by Truist for the denial. Understand why they denied your claim.
Sub-heading: Consider an Appeal or Further Action
- Gather More Evidence: Do you have any new information or documents that weren't submitted initially?
- Contact Truist: Call the dispute department again to discuss the denial and present any new evidence or arguments.
- Consumer Financial Protection Bureau (CFPB): If you believe your dispute was unfairly denied and you've exhausted all options with Truist, you can file a complaint with the CFPB. They are a government agency that protects consumers in the financial marketplace.
Related FAQ Questions
Here are 10 common "How to" questions related to disputing transactions on the Truist app, with quick answers:
How to lock my Truist card in the app?
You can typically find the "Lock Card" option within your card management settings for a specific debit or credit card in the Truist app. This is a crucial first step if you suspect fraud.
How to find my Truist account number in the app?
Your account number is usually visible when you tap on a specific account (checking, savings) within the "Accounts" section of the app. Sometimes you might need to tap "Account Details" or similar to reveal the full number.
How to report a lost or stolen Truist card using the app?
Look for "Card Management" or "Security" settings within the app for your specific card. There should be an option to report it lost or stolen, which will automatically cancel the card and often prompt you to order a replacement.
How to check the status of my Truist dispute in the app?
Navigate to the "Accounts" or "Services" section, and look for a dedicated "Disputes" or "Claims" area. Your open disputes and their status should be listed there.
How to contact Truist customer service for a dispute?
The primary phone number for Truist customer service for disputes is 844-4TRUIST (844-487-8478). For fraud, select option 1.
How to provide additional documentation for an existing Truist dispute?
While the app may have limitations, it's best to call Truist customer service (844-4TRUIST) and inquire about how to submit additional documents for your specific dispute case number.
How to understand provisional credit from Truist?
Provisional credit is a temporary credit issued to your account for the disputed amount while Truist investigates your claim, particularly for debit card fraud. It becomes permanent if your dispute is approved.
How to dispute a recurring charge on my Truist account?
If you canceled a recurring service but were still charged, select "Canceled Recurring Transaction" (or similar) as your dispute reason in the app. Provide proof of cancellation (emails, screenshots) if possible.
How to find the transaction date for a dispute on the Truist app?
When viewing your account's transaction history in the Truist app, the date of each transaction is clearly listed next to the merchant name and amount.
How to appeal a denied Truist dispute?
If your dispute is denied, first review the reason provided by Truist. Then, gather any new supporting evidence and contact Truist customer service to discuss appealing the decision. If unsuccessful, consider filing a complaint with the CFPB.
