Hey there! Have you ever spotted a charge on your Truist account that just doesn’t look right? Maybe it’s a double charge, a transaction you didn’t make, or something else fishy.
Don’t worry! The Truist app makes it pretty straightforward to dispute a charge and get things sorted out. Let’s get started!
Why You Might Need to Dispute a Charge
Disputing a charge happens when you believe a transaction on your account is incorrect or unauthorized. This could be due to fraud, a merchant error, or even a service you didn’t receive. The good news?
Truist, formed from the merger of BB&T and SunTrust, offers tools in its mobile app to help you report and resolve these issues quickly. But before we get to the how-to, let’s look at some common reasons for disputes:
- Unauthorized Charges: Someone used your card without permission.
- Double Charges: A merchant accidentally charged you twice.
- Non-Delivered Goods/Services: You paid for something that never arrived or wasn’t as promised.
- Billing Errors: The amount charged doesn’t match what you agreed to.
Knowing why you’re disputing a charge helps you gather the right evidence, which we’ll cover later. Ready to learn how to use the Truist app for this? Let’s go!
Step-by-Step Guide to Disputing a Charge on the Truist App
The Truist app is user-friendly, and disputing a charge is a process you can handle in just a few taps. Follow these steps to get started. I’ve broken it down to make it super clear.
Step 1: Log In to the Truist App
First things first, grab your phone and open the Truist mobile app. If you don’t have it yet, download it from the App Store or Google Play. Log in using your username and password. If you’re locked out or need help, call Truist at 844-4TRUIST (844-487-8478) or reset your password through the app.
Step 2: Check the Transaction
Before filing a dispute, confirm the transaction is posted, not pending. Pending transactions show a “P” or “Pending” label in the app. Truist only allows disputes on posted transactions, so wait until it’s finalized. To find the transaction:
- Go to your account overview.
- Select the account (checking, savings, or credit card).
- Scroll to find the transaction in question.
Double-check the date, amount, and merchant name. Sometimes, merchant names can look unfamiliar due to billing descriptors, so think carefully before assuming it’s fraud.
Step 3: Gather Evidence
Evidence strengthens your dispute case. Collect any receipts, emails, order confirmations, or screenshots related to the transaction. If you contacted the merchant, save those messages too. Here’s a quick checklist of what to gather:
- Receipt or invoice
- Proof of cancellation or return
- Communication with the merchant
- Screenshots of the transaction in the app
Having these ready will speed up the process and boost your chances of a successful dispute.
Step 4: Start the Dispute Process
Now, let’s file that dispute! In the Truist app, you can report issues directly. Here’s how:
- Navigate to the “Support” or “Help” section in the app (usually found in the menu).
- Look for an option like “Dispute a Transaction” or “Report a Problem.”
- Select the transaction you want to dispute.
- Follow the prompts to provide details about the issue.
You’ll need to explain why you’re disputing the charge. Be clear and concise. For example, “I was charged $100 instead of $50” or “This transaction was not authorized.”
Step 5: Submit and Track Your Dispute
Once you’ve filled out the details, review everything and submit the dispute. Truist will send a confirmation, usually via email or in the app. You can track the status of your dispute in the app under the “Dispute Tracker” or similar section. Keep an eye on updates, as Truist may request additional information.
| Step | Action | Tip |
|---|---|---|
| Log In | Open Truist app and sign in | Ensure your login details are handy |
| Check Transaction | Confirm it’s posted | Wait for pending transactions to clear |
| Gather Evidence | Collect receipts, emails, etc. | Organize files for quick upload |
| File Dispute | Use “Support” to report | Be specific about the issue |
| Track Status | Monitor in “Dispute Tracker” | Respond to Truist’s requests promptly |
Step 6: Follow Up
After submitting, Truist will investigate, which can take anywhere from 10 days to 90 days, depending on the complexity. If fraud is confirmed, you may receive a provisional credit within 10 days, which becomes permanent if the dispute is resolved in your favor. If you don’t hear back or have concerns, contact Truist at 844-4TRUIST or visit a local branch.
Tips for a Successful Dispute
Want to increase your chances of winning the dispute? Here are some practical tips to keep in mind:
- Act Quickly: The Fair Credit Billing Act gives you 60 days from the statement date to file a dispute, but acting sooner is better.
- Contact the Merchant First: Sometimes, reaching out to the merchant can resolve the issue faster. Document all communication.
- Be Honest: Only dispute charges you genuinely believe are incorrect. False claims can lead to complications.
- Keep Records: Save all dispute-related documents, including Truist’s responses, until the issue is fully resolved.
- Monitor Your Account: Check for other suspicious activity and consider locking your card via the app to prevent further issues.
These tips can make the process smoother and help Truist resolve your dispute faster.
What to Expect After Filing a Dispute
Once your dispute is filed, Truist’s team gets to work. They’ll investigate by reviewing your evidence, contacting the merchant, and following Visa or Mastercard guidelines if it’s a card-related dispute. Here’s what might happen:
- Provisional Credit: If it’s a fraud case, Truist may issue a temporary credit within 10 days.
- Investigation Period: Simple disputes might resolve in a few weeks, while complex ones could take up to 90 days.
- Resolution Letter: Truist will send a letter with the investigation’s outcome to your registered address.
- Follow-Up: If you disagree with the resolution, you can request a second review by contacting Truist’s claims department.
Patience is key, but don’t hesitate to follow up if you feel stuck.
Common Challenges and How to Handle Them
Sometimes, the dispute process isn’t as smooth as we’d like. Based on user experiences, here are a few challenges you might face and how to tackle them:
- Delayed Response: If Truist takes too long, call 844-4TRUIST and ask for a supervisor to check the status.
- Confusing Communication: Some users report unclear letters from Truist. If this happens, visit a branch for clarification.
- No Provisional Credit: Unlike some banks, Truist may not always issue a conditional credit right away. Provide strong evidence to speed things up.
- Merchant Disputes: If the merchant claims the charge is valid, ensure you have proof (e.g., cancellation emails) to counter their claim.
If you’re still struggling, consider filing a complaint with the Consumer Financial Protection Bureau or seeking advice from a local branch.
FAQs: How to Dispute a Charge on Truist App
Q: How long does it take to resolve a dispute on the Truist app?
A: It can take 10 to 90 days, depending on the case. Fraud disputes often get provisional credits within 10 days.
Q: Can I dispute a pending transaction?
A: No, Truist only allows disputes on posted transactions. Wait until the transaction clears.
Q: What if I don’t recognize the merchant name?
A: Check the billing descriptor or contact the merchant. It might be a legitimate charge under a different name.
Q: What happens if my dispute is denied?
A: You’ll receive a letter explaining why. Contact Truist for a second review or provide additional evidence.
Wrapping It Up
Disputing a charge on the Truist app is a manageable process if you know the steps. Log in, check the transaction, gather evidence, file the dispute, and keep track of the progress. With a little patience and the right documentation, you can resolve most issues and protect your money.
If things get tricky, Truist’s customer service or a local branch is there to help. Now that you’re armed with this guide, you’re ready to tackle any questionable charge with confidence. Happy banking!
Disclaimer: This blog is for informational purposes only and does not constitute financial or legal advice. Always consult with Truist or a professional for specific guidance on your situation. The information is accurate as of April 2025, but Truist’s policies may change, so check their official website or contact customer service for the latest details.
