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Dispute a transaction

Note: This support article only applies to Individual Cash Accounts with checking features

What to do

To dispute a transaction, please call us at (833) 466-1236. We’re available 5am–8pm PST, 7 days a week. Be sure to contact us within 60 days of the date we provided the first statement that shows the transaction.

What information do I need to provide?

If you dispute a transaction, we’ll typically ask for the following:

  • Your name and account number
  • Details about why you’re disputing the transaction
  • Details about the transaction itself, like the dollar amount and merchant
  • Any documents that would be helpful during our investigation, like emails, letters, invoices, receipts, or contracts

We typically don’t need you to send us your dispute in writing. But if we do, we’ll let you know and ask that you send it in writing within 10 business days.

How does the process work?

It can take us up to 10 business days to investigate and resolve a dispute. Once the investigation is complete, we’ll send you the results within three business days. If the dispute is resolved in your favor, we’ll credit your account for the disputed amount.

In some cases, it may take us longer to investigate and resolve disputes — up to 45 days. If you have a new account, or if your dispute involves a point-of-sale or foreign transaction, the investigation may take up to 90 days.

If the investigation takes more than 10 business days, you’ll receive a provisional credit for the disputed charge while we complete the investigation. If you have a new account, it may take up to 20 business days for the provisional credit to arrive. If we ask you to send us your dispute in writing and we don’t receive it within 10 business days, you may not receive a provisional credit.

If the dispute is resolved in your favor, this provisional credit will become permanent. If the dispute isn’t resolved in your favor, the credit will be reversed.

Can I see the documents you used to resolve the dispute?

Yes, absolutely. If you’d like copies of the documents we used in our investigation, just let us know and we’ll send them to you.

 

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