Disputes

There is fraud on my account; what do I do?

If you see any unauthorized transactions in your account, immediately mark your card as Lost or Stolen. We will send you a replacement card with a new number, expiration date, and security code with a temporary virtual card available for use in the interim. 

You will need to file a dispute with us for any transactions you are reporting as unauthorized. To file a dispute, please complete this online dispute form

How do I file a dispute?

To file a dispute, please complete this online dispute form

We'll ask you to provide the following information to help us process your request as quickly as possible:

  • Reason for the dispute: Please file a separate dispute form for each reason. Multiple transactions of the same dispute type can be submitted together
  • Disputed transaction(s) date
  • Disputed transaction(s) amount
  • Disputed merchant(s)
  • As much information as possible about the transaction

We may ask you to send us documents or records of the transaction to support your case. To get a head start, please attach any documentation such as emails, letters, invoices, receipts, contracts, or any other documents you think would be helpful in the dispute investigation

Can I check the status of a dispute?

Our Customer Claims team will reach out to you via email when there is an update to your dispute. Remember that you may not receive a response for up to 10 business days (or 20 business days for new accounts) from the date that your dispute was filed.

Our Customer Service team cannot provide any additional information about the status of your dispute.

What does the dispute process look like?

Once a dispute has been received by our Customer Claims team, we will reach back out within 10-20 business days to inform you if your dispute is eligible for provisional credit.  Please note that some disputes may not be eligible for provisional credit.  

After provisional credit eligibility is determined, our team will work through the dispute investigation process.  Dispute resolution is typically reached within 90 days of submitting a dispute with us. 

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