To dispute a transaction, please download and complete the Dispute Form.
If you wish to dispute a transaction on your card account, you should always first try to resolve your dispute with the merchant. If that doesn't work, click here to download a Cardholder Dispute Form.
Please complete and mail or fax a copy of this form along with any supporting documentation to:
ATTN: Cardholder Dispute Services:
6220 Stoneridge Mall Road
Pleasanton, CA 94588
Fax: (623) 336-6699
Your form, along with all supporting documentation, must be received within 60 days after you become aware of the transaction and/or after your statement was made available to you.
For any questions please contact the number on the back of your card or dial 1 (877) 341-5484.
For your convenience, we have provided some common dispute reasons and definitions below.
Click on the button below to download a Cardholder Dispute Form.
|You were charged for the same transaction twice.||Your card account was charged for the same transaction twice.|
|You don't recognize a charge.||You are confident there are charges on your card account that you, an additional cardholder or authorized user, do not recognize. Note: Business establishments may use their corporate name and/or address, which can be different from their public name and/or address.|
|You are expecting a credit.||You never received a credit for merchandise and/or service. You may be asked to provide a credit slip and/or proof of return. Note: A merchant has 30 days from the date of return to post a credit to your card account.|
|You were charged for a cancelled transaction.||You cancelled a reservation, transaction, or recurring transaction and your card account has been charged. No credits have been applied. Note: A cancelled recurring transaction may only be disputed if it has posted to your card account after the cancellation date.|
|You haven't received service/merchandise.||You ordered a service or merchandise that was never rendered/delivered, but your card account was charged.|
|You received time/date sensitive service/merchandise too late.||You ordered a service or merchandise for a specific time/date and it was delivered after that time/date, which was too late for its intended purpose.|
|You were overcharged.||The charge on your card account is higher than the amount shown on your sales receipt. Note: For disputes related to foreign currency conversion, please choose the "Other" dispute type below.|
|You are dissatisfied with the quality of the service or merchandise.||You are dissatisfied with the quality of the service or merchandise received. Note: You may be required to provide supporting documentation as to the nature of the quality of the service or merchandise.|
|You paid for the service or merchandise by other means.||You used your Prepaid Card account as a guarantee and subsequently used another form of payment, but your Prepaid Card account was charged. Note: You may be required to provide supporting documentation to show your other means of payment.|
|You never authorized the charge.||You are confident there are charges on your card account that you, an additional cardholder or authorized user, did not authorize. Note: Business establishments may use their corporate name and/or address, which can be different from their public name and/or address.|
|Other||For all other dispute types.|