Phone calls & errands
How to dispute a charge with your bank
You’re talking to Andre, at your bank. The goal: explain the charge, why it’s wrong, and ask for it to be reversed.
Your first line
Andre starts with “Thanks for calling, this is Andre. How can I help you today?”
“Hi, I need to dispute a charge. On October 28th, Fresh Basket charged my card $64.99 twice for the same order.”
Facts ready: the date, the exact amount, the merchant and what’s wrong, all in your first breath, so the rep can find it right away.
What Andre might say, and what to say back
Andre: “Have you reached out to the merchant first?”
You: “Yes, I emailed them on the 30th and haven’t heard back. I’d like to open the dispute today.”
Andre: “If it’s still pending, I can’t dispute it until it posts.”
You: “Both charges posted on the 29th. Can you check that they both show as posted on your end?”
Andre: “I’ll need a little more detail before I can open this.”
You: “Sure. It was one order for $64.99, and I only got one delivery. What else do you need from me?”
Two things that trip people up
- “There’s a weird charge on my account” with no details.Have the date, exact amount and merchant name ready, and say them first.
- Hanging up without a case number.Ask, “Can I get the case number, and when will I see the credit?”
Now say it out loud
Reading the words isn’t the same as saying them. Practice this one with Andre pushing back like the real person would. Then your coach, Frankie, fixes your exact words. The move to focus on: Facts ready.
Practice this one free3 free reps a day. No sign-up. Out loud or typed.