What if there's an error with a transaction on my card?

How do I file a dispute?

There are 3 ways to dispute an error with a transaction:

Use the app

To file a dispute in the mobile app, follow these steps:

1. On the home screen, tap View Transactions and find the charge you want to dispute
2. Tap Problem with this transaction? and enter the required information

You can check the status of your dispute in the app after you file it. Read more about that here.

Chat with us

You can chat with our agents on our website or mobile application. Just select "Payments, Transfers and Withdrawals" and then "Payment Inquiry/Dispute" within the conversation options.

Call us

For problems with an automated clearing house (ACH) transfer or Credit Builder transaction, please call us at xxx-xxx-xxxx

Just be sure to include the following:

• The amount and date of the transaction
• Information about the merchant, including their name and address
• The reason you dispute the transaction

When I file a dispute, what information should I include?

Documentation helps us investigate disputes. In order to speed up our investigation, you can include the following information:

• Receipts or invoices
• Information about delivery, shipping, confirmation email, and tracking number 
• Any conversations you've had with the merchant about the order(s)
• Photos of the defective or damaged merchandise
• Description of the item on the merchant's website, with a link to the page
• Evidence that the price you paid differs from the listed price
• Requests to cancel or stop the transaction in writing

Things to keep in mind when filing a dispute:

• We'll deactivate your card if it has been misplaced, lost, stolen, or used for unauthorized transactions. Read more.
• It might be quicker to contact the merchant that made the charge if the issue involves merchandise or service. The merchant can often cancel or reverse the transaction. Once the merchant has agreed to issue credit, it takes 3-5 business days for the credit to post to your Spending Account.  To learn more about contacting a merchant for a refund, please read this article.
• You should change your password if you see transactions you don't recognize.  We recommend that you also change the PIN code for your online account as a precaution against unauthorized transfers.
• If you see unauthorized transactions, you should immediately turn off card transactions in the app under Settings, or at www.xx.com. This step immediately prevents your card from being used for any more transactions.

What happens to my dispute money if my Spending Account is closed?

If you are in the process of disputing transactions on your Spending Account and are approved for provisional credits or are given final credits for your claim:

• You will receive an additional check for the amount credited to your Spending Account. 
• Alternatively, you will receive a single check if the credits are provided before the first check is issued.

If my Spending Account is closed, what happens to my dispute money?

If you’re in the process of disputing transactions on your Spending Account and are approved for provisional credits or are given final credits for your claim:

• You’ll receive an additional check for the amount credited to your Spending Account. 
• Alternatively, you’ll receive a single check if the credits are issued before the first check.