credit card

Transaction Disputes

Resolve Your Concerns

1. Review the details of the charge

You can review transaction details on your account such as the merchant's name, phone number and your past activity with the merchant.

2. Contact the merchant

Merchants can resolve charge errors within a few days, where it can sometimes take banks weeks to resolve. Keep track of the date you contact them, who you speak with, and their response. We may ask for these details if you decide to open a dispute later.

3. Still not resolved? File a dispute.

You must contact us within 60 days after the error appeared on your statement.

For DEBIT CARD charges:
Posted debit card charges may be disputed by calling 888.918.7749.

For CREDIT CARD charges:
LOG IN to your account, find the transaction, press "Dispute" icon to start a dispute, select the description that best describes the dispute. We'll assist on your behalf.
NOTE: If the credit card charge is pending, please wait 1-3 business days until it posts.

1) Press "Dispute" icon

dispute screenshot 1

2) Select the description

dispute screenshot 2

If you have lost your card or have fraudulent transactions based on the information below, please call the appropriate number listed. A new card number will be generated at that point and mailed to the address on file. Allow 7-10 business days for arrival.

Lost/Stolen/Disputes — Credit Card (24/7): 866.820.3036
Lost/Stolen/Disputes — Debit Card (24/7): 888.918.7749



Dispute

You initiated the transaction.


Some examples of disputes:
You've been billed twice for the same transaction.
No credit has been received for returned merchandise.
Issue with the merchandise or service where item or service is not as described or was never received.
Canceled membership where fees continued to be deducted.
Your card was charged even though you used cash or a different card.
A charge higher than the amount on your receipt.

Fraud

You never participated in the transaction
or provided payment information to the merchant.


Some examples of frauds:
Lost or stolen card or card information where a thief used it to perform transactions.
Counterfeit cards.
This charge wasn't made by another authorized user on your account.
You haven't let anyone else use your card.
You have reviewed the transaction detail keeping in mind some merchants use a different name or address for billing purposes and still don't recognize it.