We understand unauthorized or incorrect transactions on your account can be unsettling. While many cases can be resolved quickly, some are more complex and can take up to 90 days.

During our investigation, we work with the merchant/business through their bank, which may include exchanging written documents. We’ll contact you by phone or mail if additional information is needed.
See also: What can I expect when I file a credit or debit card dispute or fraud claim?

It’s important to respond to any requests as soon as possible. You may want to also contact the merchant if you’re able to. It can resolve the issue faster than it takes for us to complete our investigation.
See also: Do I need to contact the merchant before filing a dispute claim?