There is fraud on my account; what do I do?
If you believe your account login credentials, PIN, debit card, or access code haves been stolen, or if you believe that an electronic fund transfer has been made without your permission, say “Agent” in chat or call 1(855)830-6200 immediately.
If you see any suspicious activity or unauthorized card transactions on your account, immediately request a replacement card and confirm your card was stolen from the One app and say “File a dispute” in chat or call 1(855)830-6200.
Once you request a replacement card, we will send it within 7-10 days. It will have a new card number, expiration date, and security code. In the meantime, you can use your temporary virtual card available in the One app in stores or online until you receive your physical card in the mail.
How do I file a dispute?
If a transaction is still pending, please wait until it posts to submit a dispute. To file a dispute, please chat with our Customer Support team or call our Customer Support team at 1 (855) 830-6200.
Note: Transaction errors reported to One via phone or physical mail within 60 days from the statement date receive regulatory protections. By submitting a dispute, you confirm that the information provided is true and correct and that you are an authorized signer on this account.
We'll ask you to provide the following information to help us process your request as quickly as possible:
- Reason for the dispute: Multiple transactions of the same dispute type can be submitted together, however, if there are multiple reasons, you will need to file a separate dispute for each.
- Disputed transaction(s) date
- Disputed transaction(s) amount
- Merchant(s)
- Any additional information you are able to provide about the transaction
We may ask you to send us documents or records of the transaction to support your case. To get a head start, please be prepared to send any documentation such as emails, letters, invoices, receipts, contracts, or any other documents you think would be helpful in the dispute investigation.
What does the dispute process look like?
After we receive your dispute, we may be able to temporarily credit your account (provisional credit) for the amount of your dispute based on the type of transactions being disputed and the reason for the dispute while we investigate. The full dispute investigation process can take up to 3-4 months, and once completed any temporary credits you may have received during the dispute investigation will either be reversed, finalized, or adjusted at that time.
Our support team will reach out to you via email if they need more information or documentation to process the dispute. Once we receive all required information, we will conduct additional investigation and reach out to you with a resolution.
Can I check the status of a dispute?
A banner will appear on the Home screen of your One app. Click on Learn More to see the current status of your dispute. You will also get emails on the status of your disputes.
If you have any questions, please chat with us from the profile section in the One app at any time.
I accidentally made a purchase. Should I file a dispute?
If you accidentally make a purchase, please work with the merchant directly to cancel the order and return any goods/merchandise. If you believe an error occurred and you are unable to resolve the issue with the merchant, please chat with our Customer Support team or call our Customer Support team at 1 (855) 830-6200.