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 are encouraged to consent to the electronic delivery of Communications.

The types of disputes you can file

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:
  • was not received,
  • or was defective, damaged, or not as described.
Please note that these types of issues are not considered Unauthorized Transactions or Errors.
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:
  • charged twice for the same transaction,
  • charged too much for a single transaction,
  • or your card was charged after you paid by other means. (e.g., your card was charged after you paid in cash.)
Problem With an ACH Transaction When money has been withdrawn from or added to your account using your account and routing numbers, as opposed to a transaction made using your card.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.

Important Notes and Tips for Unauthorized Transactions and Account Errors

  • Tell AT ONCE if you believe your card or PIN has been lost or stolen, or if you believe that an electronic funds 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 calendar days 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 calendar days to investigate your complaint or question. (Other types of claims may take longer.)
  • Your account is considered "new" if the transaction occurred within 30 calendar days after the first load to your account.
  • 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. If you make your claim to us by phone, we will require that you send us the information in writing within 10 business days. If we do not receive written confirmation of the dispute from you within 10 business days of your notice to us, we may not provisionally credit your account. (If you are submitting your dispute online, the online submission will serve as your written notice to us.)
  • Filing a dispute does not guarantee that your funds will be returned to your account. An investigation will be conducted, based on the information you provided to us. We will notify you of the results within 3 business days of completing the investigation. Your promptness in notifying us could help limit your liability for unauthorized transactions and errors.
  • You will be notified regarding the status of your claim within 10 business days (20 business days for new accounts) of submitting your dispute.


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