Transaction Dispute

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:

  1. Merchant name(s)
  2. Transaction amount(s)
  3. Transaction date(s)
  4. Reason for the dispute

 

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