Debit Card Disputes

Debit Card disputes may arise for a number of reasons including:

  • The cardholder claims to have never received the goods, or the goods were materially different from their expectations.
  • The cardholder has no recollection of what a charge in their bank statement relates to.
  • Fraud, where the cardholder claims they did not authorize the purchase (e.g. their card information was stolen and used fraudulently).
  • Admin error, such as duplicate billing, incorrect amount billed or a refund which was promised but never received.

This guide is intended to provide an overview of the dispute process and help you understand the risks of transacting online.

The first step is to contact the merchant who processed the transaction. We ask our customers to start here because the resolution may be processed much faster. If this step does not work, please fill out the dispute resolution form.

Please note:  The dispute must be filed within 60 days of the transaction date.

The DocuSign debit card dispute link can be found below.  An explanation of the disputed transaction, along with documents supporting the dispute are required. The contact information of the person submitting the dispute is required via DocuSign. Once it is submitted, the dispute it will be reviewed and investigated.  A copy of the dispute will be sent to the email address that was provided through DocuSign.

Debit Card Dispute Form

If there are any further questions, please contact our Customer Service Team at 361-888-4451, option 3, during our regular business hours.

Customer Service Business Hours (Central Standard Time)

Monday – Friday 8:00 a.m. – 6:30 p.m.

Saturday 9:00 a.m. – 1:00 p.m.