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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.
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.
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.
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.