How do I dispute a transaction?

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Accepted Answer

To start, if your card is lost, stolen or compromised, you can report your card lost/stolen online or by calling 855-459-1334. Your card will be cancelled and a new one will be issued. Please see your Deposit Account Agreement for more information.

If you believe there is an error or unauthorized charge on your account, or your statement or sales receipt are wrong, please call us at 855-459-1334 or fill out a Dispute form and send it to:

GO2bank
Attn: Disputes
P.O. Box 9
West Chester, OH 45071

Please note, you must wait for a pending transaction to post before you can file a dispute.

If you are writing us directly, please include the following:

Your name and account number
The amount and date of the transaction(s)
Information about the merchant, including their name and address
The reason you dispute the transaction

Documentation helps us investigate disputes. To help us speed up the investigation please provide applicable items below with your dispute form or letter:

Receipts or invoices
Information about delivery, shipping, confirmation email, and tracking number
Emails, letters sent to merchant or details on calls that you’ve had with the merchant about the transaction(s)
Photos of the defective or damaged merchandise
Description of the item on the merchant's website, with a link to the page
Any evidence that the price you paid differs from the listed price
Written requests to cancel or stop the transaction(s)

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