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Banking Services

Resolving a Transaction Dispute or Issue

解决交易纠纷或问题

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.

顾客遇到交易问题，例如未经授权的扣款、存款丢失或取款错误，需要与银行工作人员进行争议或寻求解决方案。

对话

聆听并跟进对话

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.
您好，我需要一些帮助。我刚刚在线查看了我的银行对账单，上面有一笔我无法识别的扣款。金额是50美元。
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?
早上好。我当然可以协助您处理这个问题。您能告诉我这笔交易的日期吗？如果列出了商户名称，也请告诉我。
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.
好的，上面写着10月20日，商户名称是“全球服务”。我从来没有用过这个名字的服务。
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.
谢谢。我来查一下您的账户详情。请稍等。好的，我看到您说的这笔扣款了。既然您不认识它，那很可能是未经授权的交易。我们可以立即为您提交争议。
5
customer (Female)
A dispute? What does that involve? Will I get my money back?
争议？那需要做什么？我的钱能拿回来吗？
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.
是的，争议意味着我们会调查这笔交易。我们会请您填写一份表格，然后我们会代表您联系商家。通常情况下，如果证实是未经授权的，资金会退回您的账户。这个过程通常需要大约5到10个工作日。
7
customer (Female)
That sounds good. So, what do I need to do now?
听起来不错。那么，我现在需要做什么？
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?
我会为您打印出这张争议表格。请您完整填写，然后签字并注明日期。我还会为您提供一个此案例的参考编号，以便您在需要时可以追踪其进展。今天还有其他我可以帮助您的吗？
9
customer (Female)
No, that's all for now. Thank you so much for your help.
不，目前就这些。非常感谢您的帮助。
10
bank_staff (Male)
You're welcome. Have a good day!
不客气。祝您有美好的一天！

词汇

对话中的必备词汇和短语

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.'

收费是从您的银行账户中为购买或服务扣除的钱。在银行业中，它常用于未授权的扣款，例如‘我的对账单上有一个50美元的收费。’

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.

银行对账单是您账户所有活动的记录，例如存款和取款，通常每月发送或在线查看。它有助于检查您的财务状况。

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.

交易是您账户中的任何资金移动，例如购买商品或转账。在争议中，它指的是导致问题的特定事件。

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.

商户是指销售商品或服务的企业或公司，通常在收据上列出。例如，'Amazon' 是您对账单上的商户名称。

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.'

未经授权是指未经许可做的事情，例如您未批准的交易。它在欺诈案件中很常见：'这是一个未经授权的费用。'

dispute

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

争议是一种针对交易错误的正式投诉。在银行中，您提交争议以挑战和撤销未经授权的收费。

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.

贷记意味着资金被加回到您的账户中。例如，'调查后资金将被贷记。' 这是借记的反义词。

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.'

参考编号是一个用于跟踪案件或交易的唯一代码。使用它进行跟进：'您的参考编号是 12345。'

关键句型

需要记住和练习的重要短语

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.

这是寻求帮助时开始对话的一种礼貌方式。在银行等服务场合中，它有助于快速吸引注意力。简单现在时用于即时需求。

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.

这个礼貌的请求使用 'can you please' 来礼貌地询问更多细节。'Specify' 意味着提供确切信息。有助于客服收集事实；情态动词 'can' 使问题柔和。

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.

这表达了对某物的陌生，使用现在完成时 'I've never' 表示至今的经历。在争端中，有助于解释为什么收费似乎错误。

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.

这提供了使用'can'表示能力以及'right away'表示即时性的帮助。在银行中，这很令人安心；它显示了过程中隐含的'will'的未来行动。

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.

一个用于理解过程的问题，使用 'what does...involve' 来表示步骤或要求。用于澄清服务很实用；现在简单式用于一般事实。

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.

一种非正式的同意或积极回应，使用‘sounds’表示基于听到的意见。在继续之前显示批准很有用；在日常对话中很常见。

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.

服务互动中的结束问题，用于检查是否有更多需求，使用 'is there anything else' 以示开放。礼貌的结束方式；'can help' 提供帮助。

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.

这礼貌地结束对话，其中 'that's all' 表示没有更多问题，'thank you so much' 表示强烈的感激。用于收尾很有用；'for now' 为未来的联系留有余地。