Fraud

Fraud or dispute claims can be submitted for review at any time. Include all unauthorized or disputed transactions on the claim form, regardless of when the transaction(s) were posted to the account, and our team will review the claim to determine whether the transactions are eligible for reimbursement.

Before submitting a dispute claim, review the following items:

• Verify that the charge has been posted to the account. Often, preauthorization amounts or holds are placed on accounts in response to a merchant’s terms of use. If a transaction is pending, there is a chance that the transaction will not post or will post for a different amount that was agreed upon with the merchant. Any questions regarding pending transactions from merchants that were authorized can be directed to the merchant.
• Ensure that the charge in question was not authorized by another account holder.
• Check your receipt or agreement with the merchant to validate any potentially forgotten tips, service charges, or recurring fees associated with purchases.
• Verify that any free trials or recurring billing services have been cancelled directly with the merchant. Filing a dispute will not prevent any further charges from occurring with a merchant if the card is not closed.

If the charge still does not appear correct after verifying the items above, we recommend attempting to resolve a credit or debit card dispute with the merchant prior to initiating a claim. Often, merchants can answer any questions and easily resolve concerns even if it is outside of their policy or terms of use.

View our Security Center page for instructions on how to submit a dispute if the billing error is unable to be resolved by the steps above.

Include all documentation listed as required on the claim form for your selected dispute type as well as any additional information or documentation that would aid in supporting the dispute. This can include receipts, correspondence with the merchant, cancellation or return documentation, invoices, or any other applicable documentation.

We will review your claim to determine what action is necessary. If needed, we will manage communication with the merchant to attempt to recover the funds of the disputed transaction(s) on your behalf. In most cases, we send the claim information to the merchant and the merchant’s bank. The merchant is required to respond to your claim, accepting or rejecting reimbursement of the funds with an explanation of their decision. If the merchant rejects the claim, we will review their response and determine liability for the fraudulent or disputed transaction(s). If it is determined that you are responsible, we will notify you that any provisional credit issued for the transaction(s) will be reversed and provide a copy of the documentation received from the merchant supporting the denial of the claim. If the merchant accepts the dispute or is found liable, you will be notified by letter that any provisional credit issued is permanent.