First things first, if you notice an unauthorized or fraudulent transaction, visit the Branch app and lock your card immediately. Locking the card will block new purchases where your card information is entered at checkout. Next, file a dispute.
You can file a dispute in the app! There are two ways to do so:
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File a dispute from the Account tab or by selecting a transaction and tapping Dispute transaction
You can also reach out to us directly for helping with filing a dispute:
Send a Chat through the app:
- Tap the Account icon at the bottom of the app (icon looks like a person).
- Tap Support in the upper right-hand corner.
- Select Chat.
Give us a call:
- Contact our support team at +1-956-625-9896 to begin the dispute filing process.
Important to Note:
- Our Support hours of operation are Monday-Friday, 8:00 a.m. - 6:00 p.m. CT.
- Branch incurs all fees accrued during the dispute process. There is no fee or cost on your end to file a dispute.
- If the transaction you wish to dispute is currently in a "Pending" status, please note that we will not be able to proceed with the dispute process until the transaction is settled to your account (as there’s a possibility it might not post).
Related Articles:
- Should I file a dispute?
- Why do I have pending transactions?
- How do I lock & unlock my Card?
- Will I receive a provisional credit during the dispute process?
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.