Disputing a Transaction and Unauthorized Transactions

Before reporting an unauthorized transaction or submitting a dispute, review the transaction details on our website or mobile app. Ensure the transaction was not made by you or someone with authorized access.

Once reviewed, use the following descriptions to determine the type of dispute you’d like to file:

Merchant Dispute: This involves questioning a legitimate charge on your statement. Common reasons include:
- - You are dissatisfied with the merchandise or service received.
  - You were charged or credited incorrectly.
  - You were charged more than once.
  - You canceled a recurring transaction, and continue to be charged.
  - Merchandise or service was not received.

Fraud Dispute / Unauthorized Transactions: This occurs when a transaction is made without your knowledge or consent. You may be asked to provide a police report if your card was lost or stolen. Common examples include:
- The transaction was not authorized by you or someone with authorized access.
- Your card was lost or stolen, or online purchases were made using your account information.

When this occurs, your security is our primary concern, please contact us immediately and refer to Lost or Stolen Card directions

And when this does occur, we guarantee $0 fraud liability (under Visa’s Zero Liability Policy).

Initiating a Dispute: For fastest resolution, call us at (866) 326-5115. Alternatively, you can send us a secure message through our message center or notify us in writing to the following address: PO Box 105286, Atlanta, GA 30348:

To ensure timely processing, include:

Merchant name(s)
Transaction amount(s)
Transaction date(s)
Reason for the dispute

We’ll review your claim and contact you within 7-10 business days with an update.