Cancel a subscription directly with the merchant first

The fastest way to stop a subscription charge is to cancel it with the company charging you, not with Truist. Log into your account with the merchant — the streaming service, gym, app, or other vendor — find the subscription or billing settings, and follow their cancellation steps. Most services let you cancel online in seconds. This prevents the charge from being sent to your card in the first place.

If you cannot find the cancellation option or the merchant makes it difficult, look for a "Contact Us" or "Support" page and ask them to cancel by email or phone. Keep a record of your cancellation request. This matters because if they keep charging you after you have cancelled, you will need proof that you asked them to stop.

Key Takeaways

  • Cancel subscriptions with the merchant directly through their website or app — this stops the charge before it reaches your card.
  • If a merchant keeps charging you after you cancelled, contact Truist to dispute the charge as unauthorized.
  • Truist can block future charges from a specific merchant using card controls, though this does not cancel your subscription agreement with them.
  • Save confirmation emails or screenshots showing you cancelled, because you may need them if the merchant continues to bill you.
  • If you cannot reach the merchant, file a dispute with Truist and explain your cancellation attempts in writing.

Dispute the charge with Truist if the merchant will not stop

If you cancelled with the merchant but they keep charging your card, contact Truist to dispute the charge. Call the number on the back of your card or log into your Truist online banking and report the transaction as unauthorized. Truist will investigate and can reverse the charge if the merchant billed you after you cancelled.

Truist typically gives you a provisional credit while they investigate — usually within two business days — and a final decision within 10 business days. Bring your cancellation confirmation (email, screenshot, or written record) when you file the dispute. Without proof that you cancelled, Truist may side with the merchant.

Use Truist card controls to block future charges

Truist's card controls let you block charges from a specific merchant or category of merchants. Log into your Truist mobile app or online banking, go to your card settings, and look for "Card Controls" or "Merchant Blocking." You can turn off charges from a particular company or pause all subscriptions temporarily.

Blocking a merchant on your card will stop the charge, but it does not cancel your subscription agreement with them. The merchant may still try to collect the debt or send your account to collections. Use this as a temporary measure while you work on cancelling directly with the merchant, not as a permanent solution.

What to do if you cannot reach the merchant

Some merchants are hard to reach or deliberately make cancellation difficult. If you have tried their website, app, email, and phone line without success, file a dispute with Truist anyway. Explain in writing that you attempted to cancel multiple ways and the merchant is not responding. Truist will contact the merchant on your behalf as part of their investigation.

You can also file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov if a merchant is using deceptive billing practices. The FTC does not reverse individual charges, but complaints help them identify patterns and take action against repeat offenders. Keep the FTC complaint number for your records.

Prevent unwanted subscriptions in the future

Before you sign up for any free trial or subscription, read the cancellation policy. Many services bury the cancellation link or require you to call instead of canceling online. If cancellation is hard to find, that is a red flag — consider using a different service.

Some people use a separate card or a virtual card number just for subscriptions. Truist may offer virtual card numbers through your online banking or app. This way, if a merchant keeps charging after you cancel, you can simply close that virtual card number without affecting your main card. Check with Truist about whether this feature is available on your account.

How to document your cancellation for a dispute

When you cancel a subscription, take a screenshot of the confirmation page or save any confirmation email the merchant sends. Write down the date, time, and method you used to cancel (online, phone, email). If you cancelled by phone, note the name of the person you spoke with and any confirmation number they gave you.

Store these records in one place — a folder on your computer, a notes app, or a physical file. If the merchant charges you again, you can attach these documents to your dispute with Truist. This evidence makes it much more likely that Truist will reverse the charge in your favor.

Frequently Asked Questions

How long does it take Truist to reverse a disputed subscription charge?

Truist usually gives you a provisional credit within two business days and a final decision within 10 business days. The timeline can be longer if the merchant contests the dispute or if Truist needs more information from you.

Will disputing a charge hurt my credit score?

No. Disputing a charge with your bank does not affect your credit. Your credit score only changes if you fail to pay a debt or if a collection agency reports it.

Can I cancel a subscription over the phone with Truist instead of contacting the merchant?

Truist cannot cancel your subscription for you — only the merchant can do that. Truist can block the charge or dispute it if the merchant keeps billing you, but that is different from cancelling your subscription agreement.

What if the merchant charges me after I blocked them in Truist card controls?

If a charge goes through after you blocked the merchant, contact Truist immediately. This may indicate fraud or a system error. Truist can investigate and reverse the charge.

Do I need to cancel before my free trial ends?

Yes. Most services charge your card automatically when the free trial ends unless you cancel before that date. Check your confirmation email for the trial end date and cancel a few days early to be safe.