Disputes

How do I file a dispute?#

If a transaction is still pending, please wait until it posts to submit a dispute.

Filing a dispute in the OnePay app#

You can file a dispute in the OnePay app. To file a dispute:

• Open the OnePay app

• In the Profile tab, tap Help

• Select File A Dispute

• Follow the on-screen prompts to provide the required details

You can also call our Customer Support team at 1 (855) 830-6200.

Completing the disputes form#

When completing the form, you’ll be asked to:

• Select the account where the transaction occurred

• Confirm whether the transaction was made using a card or a bank transfer (ACH)

  • Select Yes for card transactions

  • Select No for bank (ACH) transactions

• Choose the type of claim:

  • I participated in this transaction, but there is a problem

  • I did not participate in this transaction, and I did not authorize anyone else

  • I had an issue while using my card at an ATM

• Answer questions based on your selection

• Review your details and submit your claim

Your dispute is only submitted after you confirm on the final screen.

Choosing the correct dispute option#

If you participated in the transaction, select the issue that best matches what happened:

• Charged more than once: You were charged multiple times or were charged after paying another way

  • Example: A card payment did not go through, you paid using another method, and were still charged on your Onepay account

• Haven’t received merchandise or service: You paid but did not receive the item or service

• Cancelled or returned but no refund: You cancelled a transaction with a merchant or returned an item and are still waiting for a refund

  • You may be asked if the merchant confirmed the refund

    • Select Yes if you received a confirmation or receipt

    • Select No if the merchant did not confirm or refused

    • If a transaction was cancelled at the terminal but you were still charged, select Yes if it was voided

• Recurring transaction issue: You cancelled a subscription but were still charged

• Dissatisfied with merchandise or service: You received the item or service, but it did not meet expectations

• Charged the wrong amount: The amount charged does not match your receipt or agreement

Select “I did not participate in this transaction” if you do not recognize the transaction, did not authorize it, and did not benefit from it. You may be asked to confirm:

• You do not recognize the transaction

• You did not authorize anyone else to process the transaction

• Whether your card is lost, stolen, or still in your possession

Select the ATM option if the issue happened during an ATM transaction, such as:

• Cash was not dispensed

• You received less or more cash than expected

You’ll be asked to describe what happened, including the amount attempted, what occurred during the transaction, and whether a receipt was provided.

Information you’ll need to provide#

You’ll be asked to provide:

• The reason for your dispute

  • Multiple transactions can be included if they have the same reason

  • If the reasons are different, submit separate disputes

• Transaction date(s)

• Transaction amount(s)

• Merchant name(s)

• A description of what happened

You may also be asked to provide supporting documents, such as receipts, emails, invoices, screenshots, proof of cancellation or return, or other relevant records.

Providing more detail can help with the review of your claim.

Tips for completing the form#

• Provide clear and consistent details across all answers

• Include a timeline of events, such as when the transaction occurred and when you noticed the issue

• If reporting unauthorized transactions, include all related transactions together when possible

• For ATM issues, include details such as the amount requested, what happened, and whether a receipt was provided

Transaction errors reported by phone or physical mail within 60 days from the statement date may be eligible for certain regulatory protections. Refer to the Deposit Account Agreement for more information.

By submitting a dispute, you confirm that the information provided is accurate and that you are an authorized signer on the account.

There is fraud on my account; what do I do?#

If you believe your account login credentials, PIN, Debit Card, Builder Card, or access code has 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 OnePay app and file a dispute (go to the Profile tab, tap Help, and select “File a Dispute”) or call 1(855)830-6200.

Once you request a replacement card, we will send it within 7-10 days. You can track the status of your OnePay card by tapping "Track card" from the Home tab of the OnePay app. 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 OnePay app in stores or online until you receive your physical card in the mail.

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 the required information, we will conduct additional investigation and reach out to you with a resolution.

Can I check the status of a dispute?#

You will get emails on the status of your disputes. You can also check the status of your dispute by selecting the disputed transaction from your transaction history.

If you have any questions, please chat with us from the profile section in the OnePay 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, call our Customer Support team at 1 (855) 830-6200.