How do I file a dispute?
When it comes to credit card transactions, it's important to understand the difference between reporting unauthorized transactions (fraud) and disputing a transaction (non-fraud). Both actions serve different purposes and require specific steps to address your concerns.
First, let’s decide if you need to file a fraud or non-fraud dispute.
A fraud dispute is the result of a transaction that occurred without your authorization, knowledge, or consent. In some cases, you may be asked to provide a copy of the police report if your card has been reported lost or stolen. Examples of fraud include, but are not limited to:
- The transaction was not authorized.
- Your card was lost or stolen, or online purchases were made using your account information.
A non-fraud dispute involves questioning a legitimate charge on your credit card statement. This could be due to various reasons, such as receiving a damaged product, not receiving the item you paid for, or an incorrect billing amount. Non-fraud transactions include:
- You are dissatisfied with the merchandise or service.
- You were charged or credited incorrectly.
- You were charged more than once.
- You canceled a recurring transaction.
- Merchandise or service was not received.
There are a few ways you can initiate a dispute. You can call us at 1-855-790-8860 to speak with an agent, send us a secure message through our message center.
Alternatively, you may notify us in writing to the following address:
PO Box 105286
Atlanta, GA 30348
To ensure your case is reviewed in a timely manner, please be sure to provide us with the following information:
- Merchant name(s)
- Transaction amount(s)
- Transaction date(s)
- Reason for the dispute