How to dispute a charge with Truist: complete guide

You have a Truist charge that shouldn't be there. Here's the complete path: how to file, what Truist needs from you, and what to do if they say no.

Truist Bank was formed in 2019 through the merger of SunTrust and BB&T — two major Southeast and Mid-Atlantic banks — and completed its full integration in 2023. If you had a SunTrust or BB&T card, it's now a Truist card, and the dispute process is unified. This guide covers all Truist-issued credit and debit cards.

Who this is for

This guide is for you if:

• You have an unauthorized, incorrect, or undelivered charge on a Truist credit or debit card.
• You formerly had a SunTrust or BB&T card and aren't sure which dispute process applies now.
• Truist denied your dispute and you want to know what comes next.
• You want to know what evidence Truist needs before you file.
• You filed and want to track your case status.

The fastest way to dispute a Truist charge

Three entry points. Use them in this order:

1. Truist Mobile app — tap the transaction → dispute option. This is the fastest path, creates an immediate written record, and allows document attachments in the same session.
2. Online at truist.com if you prefer desktop. Log in, select the account, find the transaction, and click the dispute option.
3. Call 1-844-487-8478 for credit card disputes or 1-800-774-8179 for debit/checking disputes if both digital channels fail.

The quick decision

If the Truist statement descriptor doesn't match what you remember buying, identify the charge on MysteryCharges before disputing. Filing against a charge you later recognize as legitimate wastes your 60-day FCBA window.

Three ways to file a Truist dispute

Truist Mobile App

Open the Truist mobile app and navigate to the account with the disputed charge. Tap the transaction in your history. Look for a "Dispute" or "Report a problem" option in the transaction detail screen — the label can vary by account type.

The guided form asks for your reason, a brief description, and the option to attach supporting files (receipts, order confirmations, cancellation emails, photos). After submitting, Truist creates a case and you receive a confirmation with a reference number.

The app is the fastest entry point and produces an immediate written record — important if the case escalates.

Online at truist.com

Log in at truist.com and select the account with the disputed charge. Navigate to your transaction history, locate the transaction, and click to expand the detail view. Look for a dispute or report option within the entry.

If you can't find it in the transaction detail, check under "Account Services" or "Help & Support." The app is generally cleaner to navigate for disputes, so if the online path takes more than a few clicks, switch to mobile.

By phone — 1-844-487-8478 (credit) or 1-800-774-8179 (debit)

Truist uses separate lines for credit and debit disputes. For any Truist-branded credit card: 1-844-487-8478. For Truist debit card or checking account disputes: 1-800-774-8179.

Have ready before you call:

• Account number or card (last four digits)
• Merchant name, date, and amount exactly as they appear on your statement
• Your dispute reason (unauthorized, not received, not as described, duplicate, billed after cancellation)
• Any documentation you've already gathered

Ask for a case reference number before hanging up. Truist should send a written dispute acknowledgment by mail or through your online account's message center.

By mail — certified letter to Wilson, NC

Send written disputes to:

Truist Bank
P.O. Box 1847
Wilson, NC 27894

Use certified mail with return receipt requested. The dated delivery record proves you filed within the 60-day FCBA window. Include your name, account number, the disputed transaction details (merchant, date, amount as shown on your statement), your dispute reason, and the statutory hook: "I am disputing this billing error under the Fair Credit Billing Act." Keep copies of everything.

What Truist asks for

Evidence requirements vary by dispute category. Assembling the right materials before you file reduces the chance of an extension request mid-investigation.

For unauthorized charges (fraud):

• Statement showing the charge
• Confirmation you did not authorize the transaction
• For identity theft: an FTC Identity Theft Report (identitytheft.gov) or police report

For item not received:

• Order confirmation with expected delivery or service date
• Delivery tracking showing non-delivery or wrong-address delivery
• Merchant correspondence about the missing item

For item significantly not as described:

• Screenshot or archived copy of the listing at time of purchase
• Photos of what actually arrived
• All communication with the merchant about the discrepancy

For billing after cancellation:

• Cancellation confirmation with the date
• The cancellation date vs. the charge date
• Any merchant acknowledgment the account was closed

For duplicate charges:

• Both transaction entries on your statement
• One receipt showing the single legitimate transaction

The Truist dispute timeline

1. Day 1 — You file. The case opens. You receive a reference number and Truist's acknowledgment clock starts.

2. Days 1–5 — Provisional credit typically issued. For most credit card disputes, Truist credits your account while the investigation runs. The credit is conditional.

3. Days 5–30 — Truist investigates and routes the chargeback. Clear fraud and duplicate charge cases often resolve in this phase.

4. Days 10–30 — Simple cases often close here. If the merchant doesn't contest, provisional credit becomes permanent.

5. Days 30–60 — Merchant response window. Contested cases extend as Truist and the merchant's bank exchange evidence.

6. Days 60–90 — Final ruling. Truist issues a written decision. The FCBA caps credit card disputes at two billing cycles. If you win, the credit is permanent. If the merchant wins, the original charge returns.

Tracking: Check status in the Truist app or your online account. Truist doesn't always send proactive alerts — log in periodically rather than waiting for a notification. Missed documentation requests can result in automatic closure in the merchant's favor.

What if Truist denies your dispute?

A Truist denial is not final.

Request the denial reason and the merchant's evidence. Call or send a message through your online account asking Truist to specify why they denied the dispute and what the merchant submitted. You need this before building an effective appeal.

Appeal with targeted documentation. If the merchant's claim is factually wrong — delivery to the wrong address, a cancellation confirmation they claim doesn't exist — prepare a response that directly addresses their evidence. Reference the denial reason explicitly.

File a CFPB complaint. Submit at consumerfinance.gov/complaint. Truist must respond within 15 days. CFPB complaints produce a regulatory record and receive attention beyond the standard dispute team.

Send an FCBA escalation letter. For credit card disputes, the Fair Credit Billing Act entitles you to a written explanation and formal secondary review. The dispute letter generator produces a Truist-specific FCBA escalation letter with your denial reason and the relevant statutory provisions.

Consider small claims court. For amounts above a few hundred dollars with strong documentation, small claims court is available without an attorney. Filing fees are typically $30–$75. The full post-denial path is in the escalation guide.

A note for former SunTrust and BB&T customers

SunTrust and BB&T completed their full merger into Truist in 2023. All credit cards, debit cards, and checking accounts were reissued under the Truist brand. If your card still shows a SunTrust or BB&T logo on an older card that hasn't been replaced yet, the dispute process and phone numbers above still apply — the backend is Truist regardless of what's printed on the card.

If you receive any dispute-related mail that references SunTrust or BB&T addresses, those systems have been migrated. Use the Truist contact information in this guide.

Common Truist dispute mistakes

1. Filing before the charge settles. Truist disputes apply to posted transactions only. If the charge is still pending, wait 2–5 business days for it to settle before filing.

2. Missing the 60-day deadline. The FCBA clock runs from your statement date — not from when you noticed the charge. Calculate your deadline now if you're uncertain.

3. Calling the wrong number. Credit (1-844-487-8478) and debit (1-800-774-8179) go to different teams. Starting on the wrong line adds a transfer and delays case creation.

4. Not monitoring your case. Truist doesn't reliably send active notifications when status changes. Check the app or online account regularly. A missed documentation request closes the case in the merchant's favor.

5. Selecting the wrong dispute category. "Not received" and "not as described" are different categories with different evidence requirements. File under the accurate reason — not the closest-sounding one.

6. Stopping at the first denial. The CFPB complaint and FCBA escalation paths exist because denials are appealing. Most cardholders don't escalate; those who do recover money that those who don't never see again.

Use the right tool