Branch
Branch Dispute Intake
Please fill out this form with as much detail as you can to help us expedite the process. Including documentation and detailed information will help us to investigate your claim fully and come to a favorable resolution.
Providing incomplete or inaccurate information can potentially lead to a delay in the process, or lead to the dispute claim being denied.
Have you already submitted a dispute for these transactions?
If you've already submitted this form for the transactions in question, please refer to the email you received after submitting the form. Any questions or updates should be sent by replying to the initial email.
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Pending Transactions
If the transaction you are wanting to dispute is currently in a '
Pending
' state, we will not be able to process your dispute.
Please wait for the transaction to fully post to your account before submitting this form.
*All dispute claims submitted for pending transactions will be automatically declined, as we are not able to file disputes for pending transactions.
What is your
name
?
What is your
email
?
Please ensure that you use the email associated with your account.
What is your
phone
number?
What is the name of your
employer
?
Dispute Intake
Select a dispute reason
Unrecognized charges on my account
I did not receive the merchandise I was expecting
I cancelled or returned the merchandise
Expected refund not received
Charged incorrect amount
Paid with a different payment method
Charged more than once for the same transaction
The service/merchandise was not as expected
The ATM did not dispense the amount I was charged for
Transactions
Please detail each transaction in question. Use the 'Add Transaction' button if you're disputing multiple transactions. Please ensure you enter the exact amounts for each transaction
Date
Merchant
Amount
+ Add Transaction
To gain better insight into your situation, please review the following:
Unauthorized card transactions or purchases
If you're seeing transactions or purchases at a merchant you do not recognize, select this option.
Example
:
A purchase for $14.99 at nike.com, when you have never shopped at nike.com
When not to select this option:
You've made a purchase at nike.com but did not receive the product as expected
For this example you would use the back button on this form and select a more appropriate dispute reason
Someone moved money off of my account without permission
If you're seeing funds being transferred off of your account via a Bank Transfer (ACH) or a Card Disbursement, select this option.
Example:
You see that some or all of your funds have been transferred off of your account using instant transfer or bank transfer
What type of transactions are you disputing?
Card transactions or purchases
Someone moved money off of my account without permission
Do you still have access to log into your account?
Yes
No
Did you create this account?
Yes
No
How was your information compromised?
Was this through social media, phone call or text, or other?
Does anyone else know your Wallet PIN?
If yes, please describe
Does anyone else know the email on the account or have access to your email?
If yes, please describe
Does anyone else know the account's phone number or have access to your phone?
If yes, please describe
Does anyone else know the account's "account number"?
If yes, please describe
Do you have Direct Deposit set up and are you expecting funds in the next few days?
If yes, please describe in detail
Has any personal information been changed on your account?
This can include your email address, phone number, passcode or address
Yes
No
What information was changed on the account?
Please include any additional information that may be helpful for our team to investigate your case
Unauthorized Transaction
Summary:
You did not provide the merchant with your card information and or have never purchased or attempted to purchase anything from this merchant.
If you did make this purchase but have additional questions/issues,
please go back and select another dispute reason.
Have you reached out to the merchant?
Yes
No
If yes, how did you reach out to the merchant?
Have you reordered your card?
Since you are reporting unauthorized transactions, it is required that you order a replacement card
Yes
No
Ordering a replacement card (required)
You can order your replacement card directly in the app. Here's the steps:
On the main Wallet tab, tap the 3 dots located in the upper right hand corner of the card image
Select the 'Order a replacement card' option
Select the 'My card was stolen' option
Confirm your shipping address
Confirm the details and swipe up to complete the process
Are you in possession of your card?
Yes
No
When, where, and how was your card lost/stolen?
Was the PIN written down or memorized?
Written Down
Memorized
Where was the PIN written down?
If memorized, how could anyone get access to your PIN?
Did anyone else have access to your card?
Yes
No
Who has access to your card?
Has your phone been lost or stolen?
Yes
No
Have you filed a police report?
Yes
No
Please provide any additional information that may support your dispute.
Please upload any relevant documentation here.
Drag and drop or browse files to upload
Canceled or Returned
Summary
:
You paid for a product or service but canceled the payment or returned the merchandise without receiving a refund from the merchant.
Notice:
It is highly recommended to reach out to the merchant directly to resolve the issue. Please refer to the merchant return policy to ensure they are outside of the expected time frame for your refund prior to submitting a dispute.
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
Detailed description of item/service you were expecting (e.g. color, size, brand; if food, please provide the exact order- attach receipt if available)
Is this a recurring payment?
Yes
No
When did you cancel or return the service/merchandise?
How did you cancel or return the product/service? (i.e. email, in person, etc.)
When did you reach out to the merchant?
How did you reach out to the merchant and what was their response?
What is the merchant fulfillment, cancelation and/or return policy?
Please provide any additional information that may support your dispute.
Please upload any relevant documentation here.
Drag and drop or browse files to upload
Did Not Receive Merchandise
Summary
:
You paid for or purchased merchandise/services from this merchant but have not received the promised product or service.
Notice:
It is highly recommended to reach out to the merchant directly to resolve the issue. In addition, please refer to the merchant shipping policy to ensure they are outside of the expected shipping time for your order prior to submitting a dispute.
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
Please detail the item/service that was expected:
When were you expecting to receive the item or service?
When did you reach out to the merchant?
How did you reach out to the merchant?
Email
Website
Phone
Social Media
Other
What was the merchant response?
What is the merchant's fulfillment, cancelation and/or return policy?
Please provide any additional information that may help support your dispute. For example, tracking numbers, receipts, communications from the merchant.
Please upload any relevant documentation here.
Drag and drop or browse files to upload
Expected Refund
Summary
:
You were promised a refund by the merchant but have not received the funds.
Requirements:
Documentation from the merchant is required with the following information:
Transaction amount
Merchant name/letterhead
Last 4 digits of the card number
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
Did you cancel/return an item or service?
Yes
No
When did you cancel or return the item or service?
Please provide a credit slip, voided receipt or documentation showing that a refund is due.
Drag and drop or browse files to upload
When did you reach out to the merchant?
How did you reach out to the merchant? What was their response?
What is the merchant fulfillment, cancelation and/or return policy?
Please provide any additional information that may support your dispute.
Charged Incorrect Amount
Summary
:
You were expecting to be charged a different amount than the amount posted on your statement. This situation only applies when the expected amount is not $0.
If you were not expected to be charged at all please go back and select another dispute reason.
What was the amount you were expecting to be charged?
Please provide proof of purchase or other supporting documentation showing the amount you were expecting.
Drag and drop or browse files to upload
When did you reach out to the merchant?
How did you reach out to the merchant? What was their response?
Please provide any additional information that may support your dispute.
Paid With Different Payment Method
Summary
:
You paid for the same transaction using a different payment method, but were still charged by the merchant
Requirements
:
Documentation proving the charge using another payment method
Documentation must include the same merchant and amount
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
How did you pay for this transaction?
When did you reach out to the merchant?
How did you reach out to the merchant? What was their response?
Please provide any additional information that may support your dispute.
Please provide any supporting documentation to assist in our investigation.
Drag and drop or browse files to upload
What is the transaction, merchant name, and dollar amount of the valid transaction as it appears on your Account Statement?
When did you reach out to the merchant?
How did you reach out to the merchant? What was their response?
Please provide any additional information that may support your dispute.
Please provide any supporting documentation to assist in our investigation.
Drag and drop or browse files to upload
Not As Expected
Summary
:
You paid for a service/merchandise and received it, but it was not as advertised or described at the original time of purchase.
The merchant has not provided a refund after contacting them.
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
Please provide a detailed description of the item/service you were expecting vs. what you received:
When did you receive the item or service?
Did you return or cancel the service/merchandise?
Yes
No
When was the service/merchandise canceled or returned?
How was the service/merchandise canceled or returned?
When did you reach out to the merchant?
How did you reach out to the merchant? What was their response?
What is the merchant fulfillment, cancelation and/or return policy?
Please provide any additional information that may support your dispute.
Please provide any supporting documentation to assist in our investigation.
Drag and drop or browse files to upload
ATM Dispute
Summary:
You attempted to withdraw funds from an ATM but did not receive the amount requested, or no funds were available and you were still charged.
If this does not fit the reason why you’re disputing this charge/s please go back and select another dispute reason.
How much did you expect to withdraw?
How much was dispensed?
Please provide the receipt showing the amount that should have dispensed.
Drag and drop or browse files to upload
Please provide any additional information that may support your dispute.
Submit Dispute Claim
You are about to submit your dispute claim with Branch.
After submitting your dispute, you will receive an email with your case number and submitted details. To inquire or respond to your dispute claim once submitted, please reply to the email that you receive after submitting your dispute claim.
If you do not see an email after submitting your claim, please check all spam and junk folders in your email inbox.
If you need to correct any information that you've entered, use the back button on this form to return to the previous pages.
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