Disputes and Unknown Charges
I have to dispute a pending transaction, how do I do that?
We are unable to dispute pending transactions, so you’ll need to wait for the charges to settle first. Once settled, please contact Customer Support as soon as possible by calling 866-287-7021 or email firstname.lastname@example.org.
If you don’t recognize the pending transaction, please lock your card by tapping My Cards and select Freeze Card. Replace your card by tapping the three dots in the top right corner and tap Report stolen. Your card will be permanently blocked and a new one will be sent to you in the mail. Please make sure your address on file is up to date before replacing your card.
I don't recognize a transaction or I want to dispute a transaction that I made. How do I file a dispute?
If you do not recognize a transaction in your Deposit account, we ask that you lock your card. To lock your card, tap My Cards and select Freeze Card. Your card will be unusable until you unfreeze it.
For transactions you do recognize, you don’t need to lock your card, however contacting the merchant directly is the fastest way to make sure that your funds are refunded to you. If you've already contacted the merchant, and they issued a refund, allow a few business days for the credit to post to your account. If you weren’t able to resolve the issue with the merchant directly, please let us know.
To report a dispute, please contact Customer Support at 866-287-7021 or email email@example.com to file a dispute.
The Disputes team will request that you provide written confirmation within 10 business days.
How to send written confirmation
To send written confirmation for your dispute, please email the following information to firstname.lastname@example.org. The written confirmation email should include:
Reason for the dispute:
What is a provisional credit?
A provisional credit is a temporary credit that may be applied to your account during your dispute investigation if we aren’t able to reach a decision within 10 business days (20 business days for new accounts). You will have full use of these funds while we complete our investigation.
What do I do after reporting a dispute?
In order to help us with the investigation and to qualify for provisional credit, a written confirmation of your claim is needed within 10 business days. Not all disputes will qualify for provisional credits.
How long will it take to receive a provisional credit?
If you’re eligible, you can expect a provisional credit within 10 business days (20 business days for new accounts) after filing your dispute.
What happens if my dispute is denied?
If your dispute is denied and a provisional credit was issued to your account, the provisional credit will be reversed in 5 business days from the date of the denial letter. Please make sure that there are enough funds in your account to cover the amount that will be debited, as well as any additional purchases or payments you plan to make.