The Dispute Timeline

1. You noticed an error with your transaction and filed a dispute: You filed your dispute using the mobile app, by calling us at 1-844-244, chat or by emailing [e-mail].
2. We begin investigating your Dispute immediately: Once you file your dispute claim we begin our investigation.
   • • For ACH disputes, please sign and return the Written Statement of Unauthorized Debit you'll receive via DocuSign email. We’ll investigate your claim with or without the form, but in order to request that the funds from your disputed transaction(s) be returned, the National Automated Clearing House Association requires that we submit this document to the responsible financial institution.
3. Chargeback Process: During the investigation of your claim, we may file for a chargeback with the merchant. A chargeback is a request to the merchant, from us, to have the funds from a disputed transaction returned to you, the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is legitimate.
   • The merchant has 30 days to respond to a chargeback request. Depending on the transaction type and merchant responses, the chargeback process may take 30 to 90 days.
4. Provisional Credit: Provisional Credit is a temporary credit that you may receive while we investigate your dispute. 
   
   • Not all disputes are eligible for Provisional Credit. Click here to learn more about provisional credit.
   • If you’re eligible, you can expect to receive your provisional credit within 10 business days (or 20 business days if your account is new and the disputed transaction happened within 30 days of the first time you funded the account).
5. Final Determination: We'll send you an email when we've finished our investigation and made a decision regarding your dispute.
   • For ATM, ACH and Pay Friends disputes, you will receive a Final Determination within 45 calendar days of the filing date.
   • For all other card transaction disputes, the Final Determination will come within 90 calendar days of the filing date.