You just checked your Accrue account and noticed a purchase you don't recognize, or that looks incorrect. What do you do? While this is a very rare occurrence, unfortunately, these things can happen. Whether it's an accidental charge or something you ordered but never received, you shouldn't have to pay for it. You can read more to learn how to handle incorrect charges to your Accrue Debit card.
Contact the merchant first
For any transactions you authorize but still need to dispute, it’s always best to contact the merchant first. Often, the merchant can answer your questions and quickly resolve your dispute.
If you aren’t satisfied with a purchase or an item never arrived, contact the merchant to explain. They may be willing to refund the charge or work with you to find a solution. The merchant's phone number may be on your receipt or billing statement.
Disputing a debit card charge should typically be your last resort.
How Long Do I Have To Dispute a Debit Card Charge?
You have up to 60 days to dispute a fraudulent transaction on your debit card before the liability rests solely on you. The time frame guidelines may depend on whether your debit card was lost or stolen or is still in your possession.
Reasons to dispute a charge
Can you dispute any charge on your Accrue debit card? Technically, but you’ll have no chance of success if there’s no real reason for the chargeback.
The most common valid reasons to dispute a debit card charge include
- Fraudulent transactions: If you notice purchases on your account that weren’t authorized by you or an authorized user of your account (like your spouse), you should contact Visa immediately. These charges will be disputed and entered into a fraud prevention protocol. Your debit card will likely be frozen, and you’ll be issued a new one.
- Double charges: If you made a purchase but were charged twice, that’s a good reason for a dispute. For example, if you bought a $42 gift at a gift shop but notice two separate $42 charges, you should ask the merchant to resolve the issue. If they refuse, you could dispute the charge.
- Incorrect charges: If your card was charged for an incorrect amount, you may wish to dispute the charge after contacting the merchant. For example, if you have a receipt showing a purchase for $50, but you were charged $70, that charge could be disputed.
- Purchases that weren’t delivered: If you pay for something and it’s never delivered, that could be a reason to dispute the charge. However, the first step should always be to contact the merchant directly.
- Purchases that were damaged or mis-advertised: If you receive goods that were damaged in shipment and/or mis-advertised (a used item sold as new, for example), that could be a reason for a debit card dispute.
- Returns without refunds: If you return an item but are never issued a refund, you should attempt to resolve the issue with the merchant first.
How to dispute a charge on a debit card
If you need to file a dispute for a purchase made with your Accrue account, you must call Visa directly to file a dispute.
To dispute a charge, follow these steps:
- Call Visa at 1-833-333-0417
- Explain that you’d like to dispute a charge
- Identify the charge(s) that you’d like to dispute
- Explain whether these were fraudulent transactions or charges that you are disputing with the merchant
- Provide any proof that you have, such as receipts
- Follow the instructions provided by the bank representative
For fraudulent transactions, the bank will likely cancel your debit card and issue you a new one.
How long do disputes take?
Once you notify Visa, they have 10 business days to review the dispute. If your account was recently opened, they may have up to 20 business days.
Once reviewed, the bank has 1 business day to correct the error and 3 business days to notify you of its decision.
The bank can extend the review period if the transaction can’t be resolved within the 10 business days limit. Still, they typically must issue a temporary credit to your account for the transaction amount (minus up to $50).
For specific disputes and those for which the bank requests a follow-up letter, the process could take up to 45 days.
Can you dispute a debit card charge? Yes, if you’ve got a valid reason.
However, it’s always best to contact the merchant first to attempt to resolve the issue. If that doesn’t work (or the charges were fraudulent), a dispute may be your best option.
How do I contact Accrue if I have more questions?
You can email us any time at email@example.com, and someone from our support team will contact you.
You can also call 1-844-918-3672 if you prefer to speak to a representative.