In rare situations, you may see a transaction that the cardholder does not recognize. This could be a fraudulent transaction, where a True Link Visa® Prepaid Card is lost or stolen and used by someone else. Another example is a merchant error, where they charge the incorrect amount or double charge for one item.
We take pride in protecting customer funds and thoroughly investigate any suspicious activity or incorrect transactions.
If you see a transaction you don't recognize or believe is incorrect, contact our Customer Support team right away by phone at 1-877-264-8783 or by email at support@truelinkfinancial.com - we can help you review it and file a dispute. The sooner you contact us, the better.
In this article, you'll learn about fraudulent transactions and merchant errors.
Fraudulent transactions and merchant errors
There are two types of transactions that can result in a dispute being filed.
A fraudulent transaction occurs when someone either attempts to or is successful in making a purchase using the Card that the cardholder did not authorize. Examples include an uncharacteristic charge attempt for the cardholder, a charge that occurred in a different area from where the cardholder lives, or a transaction the cardholder says they did not make.
Merchant errors can also occur, which can include:
- ATM malfunction — including an ATM that did not distribute funds despite funds being debited from the account, or an incorrect ATM disbursement amount.
- Incorrect transaction amount — an incorrect transaction amount appearing on the account statement (e.g., the amount charged differs from the amount shown on the purchase receipt).
- Duplicate transactions — an incorrect number of transactions from the same merchant appeared on the account statement when only one purchase was made.
Disputing Fraudulent Transactions
Because the Card may be compromised, we will close it and order a replacement as part of the fraud dispute process. You can report the fraud and begin your dispute in the same call or email - our team will walk you through closing the Card and submitting the dispute together.
Closing the compromised Card
If you'd like to secure the Card right away, you can also close it and order a replacement yourself in any of these ways:
Option 1 – Online dashboard
Close the Card and order a replacement from the Account tab of your online dashboard. This is the best way to protect the cardholder's funds and ensure that no further unauthorized activity can occur.
Option 2 – Automated phone system
Cardholders or administrators can call 1-800-299-7646 to deactivate the Card through True Link's 24/7 automated phone system.
- Press 5 to report the True Link Visa Card lost or stolen.
- Enter the last 4 digits of the Card number.
- Enter the 4 digits of the year the cardholder was born.
- Enter the last 4 digits of the cardholder's Social Security number.
- Press 1 to report the Card as lost or stolen. This will deactivate the Card.
Option 3 – Customer Support
Contact our Customer Support team to close the Card, order a replacement, and file your dispute in the same call or email.
Information to have ready
To help us investigate, please have the following information ready:
- The cardholder's email address. Please note that the cardholder's email will not be used for communication about the account. Providing the cardholder's email address may enable our Disputes Team to work with a merchant to locate and cancel an account that the cardholder may have inadvertently created.
- A list of the disputed transactions.
- Did the cardholder make or authorize the transaction(s)?
- Did the cardholder authorize anyone else to use the Card?
- What date was the fraudulent transaction(s) first noticed?
- Does the cardholder have the Card in their physical possession? If not, what date was the Card first noticed to be lost or stolen?
- Was the PIN written on or kept with the Card?
- Has the cardholder attempted to contact the merchant(s)? If yes, what was the outcome?
Once we receive this information, our team will submit a report to our Disputes team for further investigation.
We will let you know the results of our investigation. If our investigation confirms the claim, we will credit the Card in accordance with the Cardholder Agreement.
Disputing Merchant Errors
Once you or the cardholder identify a merchant error, please email support@truelinkfinancial.com or call 1-877-264-8783 to initiate a dispute claim.
Merchants can often process a refund faster than the dispute process, so it may be worth contacting the merchant as well. You are not required to contact the merchant before filing a dispute with us.
We will first ask you to confirm which scenario best describes the merchant error:
- The Card was charged the incorrect amount.
- Merchandise or services were paid for twice, once with the True Link Card and once with another form of payment.
- The merchandise/services were not received.
- A recurring payment was canceled and the Card was still charged.
- Merchandise or services were canceled and the Card was still charged.
- Merchandise or services were defective or not as described.
- A refund credit (or deposit) was processed and has not landed on the Card.
Once we receive this information we will follow up with additional questions specific to the reported issue and initiate a dispute claim once we have the requested information. Please save all documentation and receipts related to the disputed transaction. This may include the original sales receipt(s), ATM receipt(s), proof of return or cancellation, and any correspondence with the merchant acknowledging the error. This documentation will help us resolve the issue more effectively.
We will let you know the results of our investigation. If our investigation confirms the claim, we will credit the Card in accordance with the Cardholder Agreement.
See the Cardholder Agreement for full details on how disputes and unauthorized transactions are handled. If you have any questions, please don't hesitate to contact our Customer Support team.