File a Transaction Dispute
If you have an issue with a debit or credit transaction to your Card account, please review the list below and select the type of dispute that best characterizes your situation. Please note that a dispute may only be filed on transactions that have settled to your account (i.e., they cannot be in a pending state when you file).
How to file a transaction dispute
Log in to your account to begin a dispute. To file your dispute online, you will need to consent to the electronic delivery of Communications.
The types of disputes you can file
|DISPUTE TYPE||WHEN TO SELECT|
|Authorized PIN-Based Transaction(s)||When you made a debit transaction with merchant using your PIN number or used an ATM, and you wish to dispute the transaction.|
|Problem with Service/ Merchandise||When something you paid for:
|Unauthorized Transaction(s)||When the transaction(s) (e.g., PIN debit/ signature purchase, ATM, ACH) was not authorized by you, and you received no benefit from the transaction(s).|
|Problem with Billing||When you were:
|Problem With an ACH Debit Transaction||When money has been withdrawn from your account using your account and routing numbers. An ACH debit is also called an eCheck, eBill, pre-authorized payment, or automatic payment. Terms may vary by merchant.|
|Request a Stop Payment on a Future ACH Debit Transaction||When you need to prevent a future ACH debit transaction from posting to your account.|
- Tell AT ONCE if you believe your card or PIN has been lost or stolen, or if you believe that an electronic fund transfer has been made to your account without your permission. Telephoning is the best way of keeping your possible losses down. Generally, we will determine whether an error occurred within 10 business days (20 business days for a new account) after we hear from you and will correct any error promptly. If we need more time we may take up to 45 to complete the investigation. For errors involving a new account, a point-of-sale transaction, or a foreign-initiated transaction, we may take up to 90 days to investigate your complaint or question.
- If we cannot complete our investigation in 10 business days (20 business days for new accounts), we will provisionally credit your account for the disputed transactions and associated transaction fees, if we received written confirmation of the dispute from you within 10 business days of your notice to us.
- Filing a dispute does not guarantee that your funds will be returned to your account. Your liability for errors is solely determined by your promptness in notifying us.
- You will be notified regarding the status of your claim within 10 business days of submitting your dispute. You can track your dispute's status in the Secure Inbox of the online Account Center.
What is an "error"?
An error can be any of the following:
- Unauthorized electronic funds transfer (EFT) (e.g., ATM withdrawals, PIN debit/ signature purchase transactions, ACHs)
- Incorrect EFT
- EFT omitted from the account statement
- Mathematical error regarding an EFT
- Improperly identified EFT
- Incorrect amount of money dispensed from an electronic terminal
What is an unauthorized electronic funds transfer (EFT)?
An EFT is unauthorized if it is initiated by a third party without the cardholderâ€™s actual authority, and the cardholder received no benefit.
What is NetSpend's definition of a pending transaction?
Pending transactions mean funds have been placed on hold by the merchant. If your transaction appears in the pending transaction section of your Transaction History, it is not eligible for dispute. Please check back within seven business days to see if the funds have been collected by the merchant, as you may file a dispute once the transaction has settled.
When am I going to get my money?
The investigator will make a decision within 10 business days of your filing the dispute. If we are unable to complete our investigation in that timeframe, we will provisionally credit your account for the disputed transactions and associated transaction fees, if you provided written confirmation of your dispute, while we continue to investigate your dispute. Upon completion of our investigation we will notify you of our findings and whether the provisional credit to your account is final. If we determine that no error occurred, we will debit the provisional credit from your account and honor any preauthorized transfers from your account without charge for 5 business days from the date we notify you of the investigation's completion.
How long does the process take?
The disputes process could take up to 90 days for resolution, depending on the types of transactions being disputed We will tell you the results within 3 business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.
What information do you need from me (the customer)?
We need enough information from you to identify the affected account and any details that would help us investigate your dispute. We may also ask that you provide written confirmation of the dispute. If you provide written confirmation, we may provisionally credit your account in the instance that it takes us longer than 10 business days to investigate your dispute. If you do not provide written confirmation within 10 business days, we may not provisionally credit your account.
How will I be contacted with the status of my dispute?
Notification on the status of your dispute will be mailed to you within 10 business days of filing the dispute. An electronic copy of the notification will be sent to your Secure Inbox. If we require more time to complete our investigation, we may take up to 45 or 90 calendar days to complete the investigation, depending on the type of transactions being disputed.
Why does my card need to be blocked when disputing unauthorized charges?
If you have experienced unauthorized transactions on your account, we require that the card to be blocked to prevent additional unauthorized transactions from occurring. We will send you a replacement card with a new card number at no cost.
If you need a new card more quickly, create a virtual account so you can continue to make payments online or over the phone, or visit a NetSpend distributor to open a new account.
What if extenuating circumstances prevent me from notifying you promptly of the transaction error?
If a good reason (such as a long trip or a hospital stay) kept you from telling us, we will extend the time periods.
Am I required to try resolving my dispute with the merchant before filing a dispute with NetSpend?
No, you are not required to do so; however, merchants sometimes issue a refund or credit within 3—5 business days. If you do contact the merchant first and the merchant is unable to assist you, file a dispute with us. The dispute process could take up to 90 days for resolution, depending on the type of transaction being disputed.
What additional items do I need to submit with the claim?
See Supporting Documentation We Recommend You Provide below for the types of documents that assist us in investigating your dispute. Please note that this information is helpful to the investigation process, but it is not required of you.
How do I track the status of my claim?
All of the information can be found once you log in to your Secure Inbox found in the account center.
Supporting documentation will assist us in our investigation, but it is not required of you. The following is a list of supporting documents that we recommend you provide, if available, with your dispute:
- Cancellation information
- Refund requests
- Shipping or tracking information
- Receipts, stay folios, contracts, or final bills for hotels, car rentals, or membership services
- Copies of e-mails, letters, or conversations between you and the merchant
- Police report (in the event of unauthorized use)
The extent of your liability is determined solely by your promptness in notifying us of the activity.
If you have any additional questions, please contact NetSpend at 1-866- 387-7363.