Updated
Dispute a transaction
Note: This support article only applies to Individual Cash Accounts with checking features.
Who do I contact for a transaction dispute?
Contact our partner bank Green Dot at (833) 466-1236 to start your dispute. They’re available 5am–8pm PST, 7 days a week. It’s important that you contact them within 60 days of the date of the first statement that shows the disputed transaction.
What information do I need to provide?
Green Dot typically asks for:
- 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 supporting documents like emails, letters, invoices, receipts, or contracts
They typically don't need your dispute in writing. If for some reason they do, you’ll need to submit it to them within 10 business days.
How does their process work?
The timing can vary based on the dispute type, your account status, and a few other factors.
Generally, it can take up to 10 business days for Green Dot to investigate and resolve a dispute. Once their investigation is complete, they’ll send you the results within three business days. If the dispute is resolved in your favor, you’ll receive an account credit for the disputed amount.
In some cases, it may take Green Dot up to 45 days to investigate and resolve your dispute. It may take up to 90 days if you have a new account, or if your dispute involves a point-of-sale or foreign transaction.
If the investigation takes more than 10 business days, you’ll receive a provisional credit for the disputed charge while Green Dot completes their investigation. If you have a new account, it may take up to 20 business days for the provisional credit to arrive.
Note that if you’re asked to send Green Dot your dispute in writing and it’s not received within 10 business days, you may not get the 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. Contact Green Dot at (833) 466-1236 to request copies of these documents.
We’ve partnered with Green Dot Bank, Member FDIC, to bring you checking features.
Checking features for the Cash Account are subject to Green Dot Bank’s application and approval. Debit Card is optional and must be requested. Wealthfront Cash Account Visa® Debit Card is issued by Green Dot Bank, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Visa is a registered trademark of Visa International Service Association. Wealthfront products and services are not provided by Green Dot Bank. Green Dot is a registered trademark of Green Dot Corporation. Green Dot Bank operates under the following registered trade names: GoBank, Green Dot Bank and Bonneville Bank. All of these registered trade names are used by, and refer to, a single FDIC-insured bank, Green Dot Bank. Deposits under any of these trade names are deposits with Green Dot Bank and are aggregated for deposit insurance coverage. ©2020 Green Dot Corporation. All rights reserved.
Early availability depends on timing of payor’s payment instructions and fraud prevention restrictions may apply. As such, the availability or timing of early direct deposit may vary from pay period to pay period. Interest does not begin accruing until funds arrive at the program banks, which may take up to one business day.
Other fees apply to the debit account. Fee-free ATM access applies to in-network ATMs only. Each calendar month, current eligible clients with ATM Transactions will receive a reimbursement of certain fees associated with their first two domestic out-of-network ATM Transactions. Wealthfront Brokerage will utilize its best efforts to reimburse Green Dot’s $2.50 “out-of-network fee” and up to $5.00 of any operator or owner’s fee for your domestic ATM Transactions, up to a maximum reimbursement of $7.50 per ATM Transaction (the “Reimbursement”). Your maximum total monthly Reimbursement shall be $15.00 ($7.50 + $7.50). If an ATM operator charges fees other than out-of-network fees and/or owner’s fees, Wealthfront Brokerage will not reimburse any portion of those fees. Once the maximum total monthly Reimbursement has been reached, no subsequent out-of-network ATM fees or charges that occur that calendar month will be reimbursed. For full details please review the Out-of-Network ATM Fee Reimbursement Terms and Conditions.
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The cash balance in the Cash Account is swept to one or more banks (the “program banks”) where it earns a variable rate of interest and is eligible for FDIC insurance. FDIC insurance is not provided until the funds arrive at the program banks. Wealthfront uses more than one program bank to ensure FDIC coverage of up to $8 million for your cash deposits. FDIC insurance coverage is limited to $250,000 per qualified customer account per banking institution. For more information on FDIC insurance coverage, please visit www.FDIC.gov. Customers are responsible for monitoring their total assets at each of the program banks to determine the extent of available FDIC insurance coverage in accordance with FDIC rules. The deposits at program banks are not covered by SIPC.
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