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. 


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