If you suspect you’re a victim of fraud, take these immediate steps.
Important note: If you have recently filed a fraud claim with Truist and have not transitioned to a new account then we ask that you contact Truist to close your current account and open a new replacement account(s) as soon as possible by visiting a branch or calling us. To replace a business account, visit one of our branches. Please review your existing account in advance and identify any recurring automated transactions we will need to honor. We will need this information when we open the replacement account.
Change the logins, passwords and PINs for all of your accounts.
If you believe that you've experienced identity theft and need to report an unauthorized account opened at Truist using your personal information:
Our fraud specialists will work with you to resolve any issues that may affect your Truist accounts.
Here are the ones we get asked most often.
Component ID : "faq-577052252"Can I file on pending transactions?
At this time, we're unable to open a claim on pending transactions. Claims can only be filed on posted transactions.
What if I don’t agree with the resolution?
A case resolution is decided after research and investigation has been completed. In the event that you don't agree with the resolution, please contact our claims department to request a second review:
Why does my card need to be blocked?
For your protection, we will follow Visa and Mastercard guidelines regarding the blocking of cards to avoid additional fraudulent charges.
Who can inquire on a filed claim?
We’ll only share information on a claim with authorized signers on the account associated with the claim. We're unable to share any claim details with anyone not listed as a signer on the account.
How can I find the status of my claim?
Once a resolution has been reached, a letter will be mailed to your address on file with the details surrounding the resolution.
Why did I continue to get charges after my card was blocked?
Any transactions that obtained an authorization prior to the block will still process and post to the account, even after the card shows in a blocked status. Once the card is blocked, no additional transactions should be authorized.
Who can file a claim?
Any signer on the account can file a claim.
Should I close my account?
If your account has been compromised or if you suspect that your account has been compromised, you should visit a local branch to have your accounts closed and set up a new account.
What fees are eligible for reimbursement?
When filing a claim, any fees associated with the unauthorized transaction(s) will automatically be considered when the claim is processed. Keep in mind, an "Expedite Card Delivery Fee" for a replacement card is not a fee that's considered as part of the unauthorized transaction.
Who conducted the fraudulent transactions on my account?
There are multiple ways account and card information can be compromised, which can make it difficult to determine who's responsible for the fraudulent activity on any account.
What transactions can I include on a claim?
When filing a claim, include all posted transactions that weren't authorized by any signer on the account. This includes fees associated with these transactions.
Will a claim agent be contacting me?
A claim agent will contact you in the event additional information is required when reviewing the claim. However, you are welcome to contact the Truist Enterprise Fraud Management team to inquire on the status of your claim at any time by dialing: 1-866-802-4955.
How long will the claim process take?
The claim process varies depending on the type of claim filed.
Component ID : "accordionGridLayout-464338858"Truist Bank, Member FDIC. © 2024 Truist Financial Corporation. Truist, the Truist logo and Truist Purple are service marks of Truist Financial Corporation.
Equal Housing Lender
Services provided by the following affiliates of Truist Financial Corporation (Truist): Banking products and services, including loans and deposit accounts, are provided by Truist Bank, Member FDIC. Trust and investment management services are provided by Truist Bank, and Truist Delaware Trust Company. Securities, brokerage accounts and /or insurance (including annuities) are offered by Truist Investment Services, Inc., which is a SEC registered broker-dealer, member FINRA, SIPC, and a licensed insurance agency. Investment advisory services are offered by Truist Advisory Services, Inc., GFO Advisory Services, LLC., each SEC registered investment advisers.
Mortgage products and services are offered through Truist Bank. All Truist mortgage professionals are registered on the Nationwide Mortgage Licensing System & Registry (NMLS), which promotes uniformity and transparency throughout the residential real estate industry. Search the NMLS Registry.
Comments regarding tax implications are informational only. Truist and its representatives do not provide tax or legal advice. You should consult your individual tax or legal professional before taking any action that may have tax or legal consequences.
"Truist Advisors" may be officers and/or associated persons of the following affiliates of Truist, Truist Investment Services, Inc., and/or Truist Advisory Services, Inc. Truist Wealth, International Wealth, Center for Family Legacy, Business Owner Specialty Group, Sports and Entertainment Group, and Legal and Medical Specialty Groups are trade names used by Truist Bank, Truist Investment Services, Inc., and Truist Advisory Services, Inc.
Truist Securities is a trademark of Truist Financial Corporation. Truist Securities is a trade name for the corporate and investment banking services of Truist Financial Corporation and its subsidiaries. All rights reserved. Securities and strategic advisory services are provided by Truist Securities, Inc., member FINRA and SIPC. Lending, financial risk management, and treasury management and payment services are offered by Truist Bank. Deposit products are offered by Truist Bank.
Applications, agreements, disclosures, and other servicing communications provided by Truist Bank and its subsidiary businesses will be provided in English. As a result, it will be necessary for customers to speak, read and understand English or to have an appropriate translator assisting them. Truist offers the following resources for consumers that have Limited English Proficiency:
Translation or other language access services may be available. When calling our office regarding collection activity, if you speak a language other than English and need verbal translation services, be sure to inform the representative. A description and translation of commonly-used debt collection terms is available in multiple languages at http://www.nyc.gov/dca.
