Disputes

Introduction

Disputes are an unfortunate reality of banking, we understand that dealing with disputes can be a frustrating and time-consuming process, but at Oxygen, we're committed to making the process as easy and straightforward as possible for our customers. Here's what you need to know to help you through the process:

Dispute Timeframes & Provisional Credits

If you notice any unauthorized or incorrect transactions on your Oxygen account, it's important to file a dispute right away. You will receive a notification from the Disputes team regarding the resolution of your claim by the end of the 10th or 20th business day after you filed the dispute. It may take anywhere from 45 to 90 days for the Disputes team to complete the investigation, but our team works hard to resolve your claims as quickly as possible. They will keep you informed of any updates via email, so please be patient and check your inbox regularly.

It’s important to keep in mind that if your claim is denied, the provisional credit will be reversed, and the corresponding amount will be debited from your account. We'll notify you if this happens.

How to File a Dispute

If your transaction is still pending, please wait for the charge to settle into your account before filing a dispute. Once the transaction is settled, you can email our disputes team at disputes@oxygen.us with written confirmation containing the following details:

Subject line: Dispute Written Confirmation for [First Name] [Last Name]

Body of email:

-Your name:
-Account number:
-Merchant name(s):
-Transaction date(s):
-Transaction amount(s):
-Reason for the dispute:
-Any supporting documentation that you think will help resolve the dispute in your favor

Please be aware that listing all disputed transactions together in one email will help our team resolve the dispute faster and more effectively.

Alternatively, you can contact our disputes team at 866-287-7021 and press 3 when prompted. Our team is available every day from 10 am to 6 pm EST and will be happy to guide you through the dispute process and answer any questions you may have.

How to Get in Touch with Our Disputes Team

If you have any questions or concerns about the dispute process, please don't hesitate to contact our disputes team. You can reach them by email at disputes@oxygen.us or by phone at 866-287-7021 and press 3 when prompted. Our team is available every day from 10 am to 6 pm EST and is committed to providing you with the best possible support and service.

Thank you for choosing Oxygen. We're here to help you through any disputes and ensure that your experience with us is a positive one.