Take a copy of your FTC Identity Theft Affidavit, a photo ID, proof of address, and any evidence you have of the theft with you.
Freeze your credit.
Consider placing a credit freeze on your profile. A credit freeze makes it harder for someone to obtain new accounts in your name. Be aware, however, that you will need to lift the freeze on your credit file should you want to open a new deposit account or if you seek any type of loan (including credit cards). Each of the three credit bureaus offers a way for you to place and lift credit freezes online.
Monitor your credit reports, and check for any new accounts you don’t recognize. The company responsible for exposing your information may offer free credit monitoring for which you can enroll.
For a step-by-step guide on how to handle specific identity theft scenarios like tax-related identity theft, misused Social Security Number, medical identity theft, etc., visit identitytheft.gov.
If your bank account(s), or debit/credit card(s) is compromised:
Review your account history and recent transactions
for any suspicious activity.
Contact the issuing bank or card issuer
to cancel your card, place stop payment on checks, freeze account(s) that have been compromised, and/or open new ones. To report a lost or stolen Truist credit card:
844-4TRUIST (844-487-8478) to report a lost or stolen Truist credit card.
Be prepared to identify which transactions are fraudulent.
Once a claim is started and the transaction is disputed, an investigation will be opened, and a provisional credit will be applied to your account within ten (10) days of reporting the fraud. The provisional credit will be made permanent at the end of the investigation, if fraud is confirmed.
You can also lock your credit or debit card
to put a hold on spending without canceling the card. Locking prevents all new or unauthorized credit card transactions, while allowing any automatic, recurring, or authorized-user transactions to continue posting. Primary and secondary cardholders can lock or unlock their Truist credit card through online or mobile banking, or by calling us.
Update your card or bank account information,
as needed, on applicable automatic payments or Bill Pay items.
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.
If your online identity is compromised:
Change the logins, passwords and PINs for all of your accounts.
To change your Truist user ID and password:
Log onto Truist Online Banking through the Truist app or Truist.com.
Select clicking My Settings in online banking or Settings in mobile banking.
To expedite your call, please have the following information available:
Your account number and/or debit card number.
Date and amount of suspected fraudulent transaction.
Pen and paper to record your case number.
For suspicious Truist emails (phishing), texts (SMiShing), calls (vishing), or other scams:
Ignore calls or unexpected messages asking for password, PIN, or other confidential information.
If you have any questions about the legitimacy of a message, call our fraud specialists at the number above or on the back of your card.
If you receive a suspicious email or text claiming to be Truist, don’t respond or click any links. Forward them to emailabuse@truist.com and delete it. We will review your message right away and take action as needed.
Questions about reporting a fraud claim?
Here are the ones we get asked most often.
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At this time, we're unable to open a claim on pending transactions. Claims can only be filed on posted transactions.
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:
For your protection, we will follow Visa and Mastercard guidelines regarding the blocking of cards to avoid additional fraudulent charges.
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.
Once a resolution has been reached, a letter will be mailed to your address on file with the details surrounding the resolution.
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.
Any signer on the account can file a claim.
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.
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.
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.
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.
The claim process varies depending on the type of claim filed.
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.
