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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).
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.
|DISPUTE TYPE||WHEN TO SELECT|
|PIN-Based Transaction Error(s)||When you made a debit transaction with merchant using your PIN number and the amount is incorrect, or used an ATM and you did not receive the cash, or received the wrong amount of cash.|
|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|Problem With an ACH Transaction||When money has been withdrawn from or added to your account using your account and routing numbers, as opposed to a transaction made using your card.|
|Request a Stop Payment on a Future ACH Transaction||When you need to prevent a future ACH transaction from posting to your account. Please note that these types of issues are not considered Unauthorized Transactions or Errors.|
What is an "error"?
An error can be any of the following:
What is an unauthorized electronic funds transfer (EFT)?
An EFT is unauthorized if it is initiated by a third party without the cardholder's actual authority, and the cardholder received no benefit. (Note: If you gave someone authorization to use your card, you must notify us when you revoke that authorization.)
What is the definition of a pending transaction?
Pending transactions mean funds have not been settled by the merchant, or 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. A transaction could be in the pending status for up to seven business days (sometimes longer) from the date you actually made the purchase or conducted the transaction. 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 back?
We will make every effort to complete the investigation within 10 business days (20 business days for new accounts) of your first notification to us of the dispute. If we are unable to complete our investigation in that timeframe, and you have provided written confirmation of your dispute, we will provisionally credit your account for the disputed transaction(s) while we continue to investigate your dispute. We will notify you of our findings within 3 business days of completing our investigation. If we determine that no error occurred and provisional credit was issued, we will debit the provisional credit from your account. We will provide notice 5 business days in advance of the debiting so you can make sure there are sufficient funds in your account.
How long does the process take?
The disputes process could take up to 45 to 90 calendar 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. Please note that claims that do NOT involve unauthorized transactions or errors, as defined above, may take longer to resolve.
What information do you need from me (the customer)?
We need enough information from you to identify the affected account, the date and amount and type of the transaction you are disputing, and why you feel there was an error, as well as any details that you think would help us investigate your dispute. We may also ask that you provide written confirmation of the dispute. If you provide written confirmation within 10 business days of the first notice to us, we may provisionally credit your account in the instance that it takes us longer than 10 business days (20 business days for new accounts) to investigate your dispute. If you do not provide written confirmation within 10 business days, we may not provisionally credit your account.
Why does my card need to be blocked when disputing unauthorized charges?
If you have experienced unauthorized transactions on your account, we require 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.
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 reasonably 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 if the claim is an unauthorized transaction or error as defined above; 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 45 to 90 calendar days for resolution, depending on the type of transaction being disputed. If the claim is not an unauthorized transaction or error as defined above, you must contact the merchant first to try to resolve it.
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 the investigation of your dispute. Please note that this information is helpful to the investigation process, but it is not required of you.
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: