Disputing fraudulent transactions or service errors

In rare situations, you may see a transaction that you do not recognize. This could be a fraudulent transaction, where a True Link Visa® Prepaid Card is lost or stolen and used by someone else. Another example is a merchant error, where they charge the incorrect amount or double charge for one item. 

We take pride in protecting customer funds and thoroughly investigate any suspicious activity or incorrect transactions. 

In this article, you'll learn about fraudulent transactions and service errors. 

Fraudulent transactions and service errors

A fraudulent transaction occurs when someone makes a purchase the Card that a cardholder did not authorize. Service errors can also occur, which can include:

• ATM malfunction, including an ATM that did not distribute funds despite funds being debited from the account, or an incorrect ATM disbursement amount.
• Incorrect transaction amount appearing on the account statement versus the transaction amount confirmed (e.g., the amount charged differs from the amount shown on the purchase receipt).
• Duplicate transactions appearing on the account statement, when only one purchase was made.

If you see a transaction that is incorrect or fraudulent, please reach out to our Customer Support Team right away by calling 1-800-299-7646 and pressing 9 on your keypad. We will collect information and conduct a comprehensive investigation. If you are reporting a fraudulent transaction we will also assist you in deactivating your Card and alerting your Card Administrator that a replacement card is needed. 

We will let you know the results of our investigation. If our investigation supports the dispute claim, you may receive a partial or full refund of the funds lost.