Disputes
If you see a transaction that you don’t recognize, first review the transaction details to get more information:
If you still don’t recognize the transaction:
Selecting I don’t recognize it allows you to file a dispute and secure your card while our team completes their investigation.
Please don’t attempt to request a card replacement until you hear back from our team! Our team will let you know if a replacement is necessary.
Once your dispute is filed, if applicable, you’ll receive a provisional credit for your disputed transaction amount and be updated via email as soon as we have more information to share. If the dispute is resolved in your favor, the credit will become permanent. If it's decided in favor of the merchant, the provisional credit will be reversed. In the meantime, your disputed balance will be removed from your account balance and won’t be included in any upcoming payments. The investigation period can last up to 90 days and if any further action is needed from your end, our team will contact you via email.
You won’t be liable for paying for your disputed transactions while they’re under investigation. If your credit due date passes before your provisional credit is received, any interest fees incurred on the disputed transactions will be reimbursed.
If there was a billing, fulfillment, or any other similar type of issue with a transaction resulting from an error on the merchant’s end, you’re able to dispute the transaction directly within your app. Situations that fall into this category include (but are not limited to) merchants overcharging for merchandise, merchandise never being received, receiving merchandise that is different from what was initially ordered and not receiving a refund after returning merchandise.
Before filing a dispute, we recommend that you contact the merchant directly first to see if they can resolve the issue without further escalation. Note that if your transaction is still in a Pending status and hasn’t posted to your account yet, you won’t be able to dispute the transaction.
If the transaction has fully posted and you’re unable to resolve the issue with the merchant directly, then you can proceed to dispute the transaction in the app. Follow the steps in Reporting a dispute.
When you select Report an issue, you’ll have the option to select the specific issue with your transaction. This step helps us understand if the underlying cause of your issue is due to potential fraud or something that occurred on the merchant’s end, such as a billing or fulfillment error. How you answer this question will aid in the resolution of your case.
If you have transacted with a merchant in the past and have also willingly given the merchant your card details for payment, you’ll choose from the dispute reasons listed below:
Please be as detailed as possible when describing your case so that our team will be able to clearly understand the situation and proceed with the investigation accordingly. It’s okay if you don’t have all of the information that is requested when you’re reporting your issue and filing your dispute. You’ll still be able to submit your dispute for investigation! If you’re not given the option to skip forward to the next question without first submitting a document, when you’re asked to upload your document, you can use a placeholder (blank screen, any photo, etc.) if you don’t have the requested information to share.
If you’re unsure of how to categorize the issue with your transaction, you can choose the reason that is the closest fit. If you still have questions, you can always contact our Credit Support team for guidance.
If you’re unable to proceed to the issue questionnaire after you select Report an issue from your transaction in the app, first check the status of the transaction you’re trying to dispute. If you’re trying to report an issue that you had with the merchant but the transaction is still pending, you won’t be able to continue to complete the questionnaire. When the transaction posts to your account, you can continue.
If the transaction is in a Completed status and you still can’t report the issue, first log out of the app, make sure you have the latest version of the app downloaded, log back in and attempt to file your dispute again. If you’re still having trouble, lock your card if you were attempting to report an unrecognized transaction and contact our Credit Support Team for assistance immediately. You can contact them directly in the app by going to Menu (3 bars)→ Help and scrolling to the bottom of the page. To lock your card, select the image of your Gold Card on the Home tab → Lock Card → Toggle Lock card on.
If you’re unable to report an issue with a transaction in the app, the transaction may be out of our timeframe to be disputed. Transactions that are more than 60 days old can’t be disputed in the app. If you have an issue with a transaction, report it immediately to avoid any time constrictions. Consult the Your Billing Rights section of your Cardholder Agreement or monthly statement for details about how to dispute a transaction if the option is no longer available to you in the app. You can find your Cardholder Agreement in the app by going to Menu (3 bars) → Documents → Cardholder Agreement.
If you’re trying to report an issue on a transaction that is less than 60 days old and still unable to in the app, try logging out of the app, confirm you have the latest version of the app downloaded, log back in and try to file your dispute again. If you’re still having trouble, contact our Credit Card support team for assistance.
No, you’re not responsible for paying for a disputed transaction while our investigation is ongoing. When a dispute is opened the disputed amount is immediately removed from your balance and is removed from interest calculations. If your credit due date passes before your provisional or permanent credit is received, any interest fees incurred on the disputed transactions will be automatically reimbursed.
It’s likely that the provisional credit for your dispute hasn’t reached your account yet. When you file a dispute in the app, we’ll remove the disputed amount from your account balance immediately as you’re not responsible for paying the disputed amount while our investigation is ongoing. If applicable, we also issue a provisional credit for your disputed transaction amount. This provisional credit must be received in order for your available credit to be restored.
It often takes longer for this provisional credit to reach your account than it does for your displayed balance to be updated, which is why you may temporarily see a difference in your account balance and available credit. Rest assured that, if applicable, your provisional credit will be issued promptly and you’ll see your available credit update automatically when this happens.
If your dispute is resolved in the merchant’s favor, you’ll receive an email titled Dispute Resolution Notice which contains all relevant information about our decision. If you believe this decision was made in error, you can reply to the email to contact our support team to provide additional information within 10 days of receiving this email.
You can contact our Credit Card support team directly in the app by going to Menu (3 bars) → Help.
You can contact our Credit Card support team directly in the app by going to Menu (3 bars) → Help.