Once you submit a dispute through the Branch app, here’s what to expect:
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Confirmation Email – You’ll receive an email from disputes@info.branchapp.com confirming that your dispute has been received the day you file your dispute.
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Initial Review (Up to 10 Business Days) – Branch will review your claim and determine if your claim qualifies for a provisional credit while the investigation is ongoing.
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Investigation Process – The transaction will be reviewed, and in some cases, the merchant may be contacted for additional information.
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Final Decision – Once the investigation is complete, you will receive an email with the outcome:
- If approved – The dispute is resolved in your favor, and any provisional credit becomes permanent.
- If denied – The provisional credit (if issued) will be reversed.
Getting Updates for Ongoing Disputes
- All updates about your dispute are sent to your email address as soon as possible.
Check out the article How can I get an update on my dispute status? for helpful steps on how to view dispute status updates in the app.
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.