Disputing a Transaction
The customer calls to report an unfamiliar or incorrect charge on their statement and initiate a dispute investigation.
El cliente llama para reportar un cargo desconocido o incorrecto en su estado de cuenta e iniciar una investigación de disputa.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
transaction
A transaction is a financial exchange, like buying something with your credit card. Use it when talking about purchases or payments on your bank statement.
Una transacción es un intercambio financiero, como comprar algo con tu tarjeta de crédito. Úsala cuando hables de compras o pagos en tu estado de cuenta bancario.
statement
A statement is a monthly summary of your credit card account showing all charges and balances. It's useful when discussing billing issues.
Un extracto es un resumen mensual de su cuenta de tarjeta de crédito que muestra todos los cargos y saldos. Es útil al discutir problemas de facturación.
disputing
Disputing means formally challenging or questioning a charge you believe is wrong. Say this when reporting unauthorized transactions to a bank.
Impugnar significa desafiar formalmente o cuestionar un cargo que crees que es incorrecto. Di esto al reportar transacciones no autorizadas a un banco.
account number
An account number is the unique identifier for your credit card or bank account. Provide it when customer service needs to access your details.
Un número de cuenta es el identificador único para su tarjeta de crédito o cuenta bancaria. Proporciónelo cuando el servicio al cliente necesite acceder a sus detalles.
charge
A charge is the amount of money deducted from your account for a purchase. It's commonly used in billing conversations.
Un cargo es la cantidad de dinero deducida de tu cuenta por una compra. Se usa comúnmente en conversaciones de facturación.
affidavit
An affidavit is a sworn written statement used in disputes to confirm facts. You'll need to complete one for formal investigations.
Una declaración jurada es una declaración escrita bajo juramento utilizada en disputas para confirmar hechos. Tendrás que completar una para investigaciones formales.
investigation
An investigation is a formal review to check if a charge is valid. Banks use this process for disputes, which can take time.
Una investigación es una revisión formal para verificar si un cargo es válido. Los bancos usan este proceso para disputas, lo que puede tomar tiempo.
temporary credit
Temporary credit is a provisional refund added to your account while a dispute is resolved. It's helpful to ask for this during investigations.
El crédito temporal es un reembolso provisional agregado a tu cuenta mientras se resuelve una disputa. Es útil solicitarlo durante las investigaciones.
Key Sentences
Important phrases to remember and practice
I'm calling about a transaction on my recent credit card statement that I don't recognize.
This sentence introduces the problem clearly at the start of a call. It's useful for customer service inquiries; note the structure: 'I'm calling about [topic] that [description]' to explain your issue politely.
Esta oración introduce el problema claramente al inicio de una llamada. Es útil para consultas de servicio al cliente; note la estructura: 'I'm calling about [topic] that [description]' para explicar su problema cortésmente.
Can I please have your full name and account number to pull up your details?
This is a polite request for information in service roles. Use 'Can I please have [item]' for courteous asking; 'pull up' means to retrieve information from a system.
Esta es una solicitud educada de información en roles de servicio. Use 'Can I please have [item]' para pedir cortésmente; 'pull up' significa recuperar información de un sistema.
Could you please specify the transaction you're disputing, including the date and the amount?
This asks for specific details in a professional way. 'Could you please [verb]' is a polite form; it's useful when needing more info, and 'specify' means to give exact details.
Esto pide detalles específicos de manera profesional. 'Could you please [verb]' es una forma educada; es útil cuando se necesita más información, y 'specify' significa dar detalles exactos.
I'm initiating a dispute investigation for you right now.
This confirms action being taken. 'Initiating' means starting; use this to assure customers in service scenarios. The present continuous 'I'm initiating' shows immediate action.
Esto confirma que se está tomando acción. 'Iniciando' significa empezar; úsalo para tranquilizar a los clientes en escenarios de servicio. El presente continuo 'I'm iniciando' muestra acción inmediata.
We'll send you an affidavit to complete, and once we receive it, the investigation typically takes 30 to 60 days.
This explains the process and timeline. 'We'll [future action]' for promises; 'once [condition], [result]' shows sequence. Useful for informing customers about procedures.
Esto explica el proceso y el cronograma. 'We'll [future action]' para promesas; 'once [condition], [result]' muestra la secuencia. Útil para informar a los clientes sobre procedimientos.
A temporary credit for the disputed amount will be applied to your account within 5-7 business days.
This reassures about a benefit during investigation. Passive voice 'will be applied' is common in formal explanations; 'within [time]' means not exceeding that period. Ask this in disputes.
Esto tranquiliza sobre un beneficio durante la investigación. La voz pasiva 'will be applied' es común en explicaciones formales; 'within [time]' significa no exceder ese período. Pregunte esto en disputas.
Is there anything else I can assist you with today?
This is a standard closing question in service calls to check for more needs. Use it to end conversations politely; 'assist you with' means help with something specific.
Esta es una pregunta de cierre estándar en llamadas de servicio para verificar necesidades adicionales. Úsala para terminar conversaciones cortésmente; 'ayudarte con' significa ayudar con algo específico.