To assist you in determining how to dispute a merchant charge on your account we need to know first if this is a merchant dispute or fraudulent dispute.
What is the difference between a Merchant or Fraudulent Dispute?
Merchant Dispute – A merchant dispute is where you or an authorized person to use the card have participated in the transaction with the merchant, but now there is a problem with the billing of the transaction, the item or services represented by the transaction. This includes trial memberships.
Fraudulent Dispute – A fraudulent dispute is where you or an authorized person to use the card never participated in the transaction with the merchant. This means you did not provide any of the card information to the merchant at any time; not even for age verification purposes.
Once you have determined your dispute type, please follow this line of questioning to help you.
Have you contacted the merchant?
In all cases you must have at least attempted to resolve this with the merchant. Most merchants will want to work with you to resolve the issue, so they can keep you as a customer. If you are unable to locate how to contact the merchant check your statement, the phone number might be listed next to the transaction.
What is the merchant’s refund or return policy?
Most consumers never read the merchant’s return or refund policy until after the purchase has been made and you need to return and cancel the purchase. If you made your purchase online you can usually find this information under the Term and Conditions link, but if you made the purchase in person, it should be printed on your receipt.
Do you still have the purchased item?
Internet, Phone, Mail –
When you are ready to return the item, the best way to protect yourself is to return it, signature confirmation. Signature confirmation provides you the name of the person that signed for it and you have proof that the merchant received the item back. Some merchants require a Return Merchandise Authorization number before you send the item back.
In Person –
Always ask for a credit receipt when you return an item in person. This is your proof that you returned the item and that the merchant acknowledges that you are due credit for the return.
Disputing Credit and Debit Card Transactions
When you complete the Truliant VISA Credit Card Dispute Form or the Truliant Debit Card Dispute Form, please only put one transaction per form. If your dispute requires supporting documentation please DO NOT send us the original, only send us copies. Make sure you have your contact information on the form in case we need to contact you and remember to sign it.
If have questions after reviewing these forms, please visit your local member financial center or call our contact center at 800.822.0382.
Dispute Fraudulent Transactions
Do you recognize the charge?
In most cases a suspected fraudulent disputed charge turns out to be a valid charge that you may not recognize by the merchant name printed on your statement. Some merchants use a third party billing agency for their card transactions, so while the dollar amount sounds familiar the name may not. Check with all of the persons in your household, even the ones that are not listed on your account or card. The majority of all suspected fraudulent charges are performed by someone in the same household as the card holder.
Do you still have possession of the card?
If you have suspected fraudulent transactions on your statement your card could have compromised at home on the internet or at a merchant location.
Was your card lost or stolen?
If your card was lost or stolen, it is important to notify us as quickly as possible to prevent fraudulent transactions from occurring. Please let us know what other items were lost or stolen.
Do I need a police report?
If there is a suspected fraudulent transaction and the suspect is known to you, a police report is required as that person(s) has used your identity to make that purchase. In most cases we will work with that law enforcement agency to locate the person(s) that made the transaction.
When you complete the Truliant Cardholder Fraud Form please only list the transactions that you know to be fraudulent, as we will use this to prosecute the fraudsters. You will also need to sign this form and submit it to us before we can begin our investigation.
If you have any questions after reviewing the Truliant Cardholder Fraud Form please visit your local member financial center or call our member contact center.