If you notice a transaction on your account that you believe is incorrect or unauthorized, you have the right to dispute it with your bank or credit card company. Here's what you should do:
Step 1: Lock your card
To secure your funds, the first step is to lock your card in B9 app. This will prevent any further unauthorized transactions from occurring.
Step 2: Contact the merchant
Before initiating a dispute, it's a good idea to try contacting the merchant directly to see if the issue can be resolved. This may be a much quicker process to resolve your concern, as they may be able to refund you the purchase and save you time. You can usually find their contact information on the transaction receipt or on their website.
Keep in mind that the dispute process can take up to 90 days, so contacting the merchant directly may be a faster option to resolve the issue.
Step 2: Wait for the transaction to post
Disputes can only be started for posted transactions (not pending ones). Posted transactions allow us to verify full details. Some pending charges may drop off or change, so please wait until the transaction posts.
Step 3: Start the dispute
Once the transaction is posted, call B9 at 888-297-5504 to report. Provide as much detail as possible about the transaction and explain why you believe it is incorrect or unauthorized.
Be ready to provide the following:
- Are you aware of the transaction or is this a transaction where your information has been compromised?
- List all transactions that you are disputing. Be sure to include the date, amount ($), and merchant of each transaction.
- Is your B9 card: in your possession? If not, on what date was it lost/stolen?
- Where do you normally store your card?
- Where do you normally store your PIN?
- Why are you disputing the transaction(s)?
Please keep in mind, if you are claiming unauthorized transactions your card will be deactivated. Before ordering new card, make sure the address you have on the account is correct.
Once the answers are received, we will send you a dispute form to fill out for each disputed transaction. Once we have all your documentation, we’ll bundle it together and send it to our Disputes Team.
Step 4: Investigation
Once you've provided all the information and submitted the dispute forms, B9 will launch an investigation into the transaction. This process can take up to 90 days to complete, depending on the complexity of the case.
Step 5: Receive the results
Once the investigation is complete, our team will provide you with the results of the dispute. If the transaction was found to be incorrect or unauthorized, B9 will typically reverse the charge and credit your account for the disputed amount.
How long does it take to resolve a dispute?
Dispute investigations typically take 45 to 90 days, depending on the type of transaction. If we can't resolve it within 10 business days (or 20 business days for new accounts), we may issue a provisional credit to your account.
Can I resolve the issue faster?
Yes — contacting the merchant directly is often quicker. They may be able to cancel or reverse the charge. Try searching the merchant’s name online with “dispute charge” to find their support page.
If the merchant issues a reversal, it usually takes 5 to 7 business days for your B9 account to reflect the update.
What's a provisional credit?
A provisional credit is a temporary credit added to your account while we investigate your dispute. If we can’t resolve your dispute within 10 business days (or 20 for new accounts), we may issue this credit so you can access the disputed funds during the investigation.
If the investigation finds the transaction was valid, the provisional credit will be reversed. If the dispute is resolved in your favor, the credit becomes permanent.