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Banking Services

Resolving a Transaction Dispute or Issue

A customer encounters an issue with a transaction, such as an unauthorized charge, a missing deposit, or an incorrect withdrawal, and needs to dispute it or seek resolution with bank staff.

Dialogue

Listen and follow along with the conversation

1
customer (Female)
Hi, I need some help. I just checked my bank statement online and there's a charge here I don't recognize. It's for an amount of $50.
2
bank_staff (Male)
Good morning. I can certainly assist you with that. Can you please specify the date of the transaction and perhaps the merchant's name if it's listed?
3
customer (Female)
Yes, it says October 20th, and the merchant is listed as 'Global Services'. I've never used a service by that name.
4
bank_staff (Male)
Thank you. Let me pull up your account details. One moment, please. Okay, I see the charge you're referring to. Since you don't recognize it, it's possible it's an unauthorized transaction. We can file a dispute for you right away.
5
customer (Female)
A dispute? What does that involve? Will I get my money back?
6
bank_staff (Male)
Yes, a dispute means we investigate the transaction. We'll ask you to fill out a form, and then we'll contact the merchant on your behalf. Typically, if it's proven to be unauthorized, the funds will be credited back to your account. This process usually takes about 5-10 business days.
7
customer (Female)
That sounds good. So, what do I need to do now?
8
bank_staff (Male)
I'll print out the dispute form for you. Please fill it out completely, then sign and date it. I'll also provide you with a reference number for this case so you can track its progress if needed. Is there anything else I can help you with today?
9
customer (Female)
No, that's all for now. Thank you so much for your help.
10
bank_staff (Male)
You're welcome. Have a good day!

Vocabulary

Essential words and phrases from the dialogue

charge

A charge is money taken from your bank account for a purchase or service. In banking, it's often used for unauthorized deductions, like 'There's a $50 charge on my statement.'

bank statement

A bank statement is a record of all your account activities, like deposits and withdrawals, usually sent monthly or viewed online. It's useful for checking your finances.

transaction

A transaction is any money movement in your account, such as buying something or transferring funds. In disputes, it refers to the specific event causing the issue.

merchant

A merchant is a business or company that sells goods or services, often listed on receipts. For example, 'Amazon' is a merchant name on your statement.

unauthorized

Unauthorized means something done without permission, like a transaction you didn't approve. It's common in fraud cases: 'This is an unauthorized charge.'

dispute

A dispute is a formal complaint about a transaction error. In banking, you file a dispute to challenge and reverse unauthorized charges.

credited

Credited means money is added back to your account. For example, 'The funds will be credited after the investigation.' It's the opposite of debited.

reference number

A reference number is a unique code for tracking a case or transaction. Use it to follow up: 'Your reference number is 12345.'

Key Sentences

Important phrases to remember and practice

Hi, I need some help.

This is a polite way to start a conversation when seeking assistance. It's useful in service situations like banking to get attention quickly. Simple present tense for immediate needs.

Can you please specify the date of the transaction?

This polite request asks for more details using 'can you please' for courtesy. 'Specify' means to give exact information. Useful for customer service to gather facts; modal 'can' softens the question.

I've never used a service by that name.

This expresses unfamiliarity with something, using present perfect 'I've never' for experiences up to now. Helpful in disputes to explain why a charge seems wrong.

We can file a dispute for you right away.

This offers help using 'can' for ability and 'right away' for immediacy. It's reassuring in banking; shows future action with 'will' implied in process.

What does that involve?

A question to understand a process, using 'what does...involve' for steps or requirements. Practical for clarifying services; present simple for general facts.

That sounds good.

An informal agreement or positive response, using 'sounds' for opinion based on hearing. Useful to show approval before proceeding; common in everyday conversations.

Is there anything else I can help you with today?

A closing question in service interactions to check for more needs, using 'is there anything else' for openness. Polite way to end; 'can help' offers assistance.

No, that's all for now. Thank you so much for your help.

This politely ends the conversation, with 'that's all' meaning no more issues and 'thank you so much' for strong gratitude. Useful for wrapping up; 'for now' leaves room for future contact.