How can I challenge a transaction on my card?
In case of errors or questions about your card account, please contact True Link as soon as possible at 1-888-219-9054. Alternatively, you can write True Link Financial, Inc., at PO Box 581, San Francisco, CA 94104.
True Link must allow you to report the potential error for up to 120 days after the transfer was credited or debited to your Card Account. You may request a written history of your transactions at any time by contacting True Link at 1-888-219-9054 or at the address above. You will need to tell True Link: (1) your name; (2) your Card Number, (3) why you believe there is an error, (4) the dollar amount involved, and (5) approximately when the error took place. If you tell True Link orally, they may require that you send them your complaint or question in writing within ten (10) business days. True Link will determine whether an error occurred within ten (10) business days after they hear from you and will correct any error promptly. If they need more time, however, they may take up to forty-five (45) days to investigate your complaint or question. If they decide to do this, they will provisionally credit your Card Account within ten (10) business days for the amount you think is in error, so that you will have the money during the time it takes them to complete their investigation.
If True Link asks you to put your complaint or question in writing and they do not receive it within ten (10) business days, they may not credit your Card Account. For errors involving new accounts, point-of-sale, or foreign-initiated transactions, they may take up to ninety (90) days to investigate your complaint or question.
For new accounts, they may take up to twenty (20) business days to provisionally credit your Card Account for the amount you think is in error. They will tell you the results within three (3) business days after completing their investigation. If they decide that there was no error, they will send you a written explanation. You may ask for copies of the documents that they used in their investigation. If you need more information about their error-resolution procedures, call True Link at 1-888-219-9054.
