First things first, if you notice an unauthorized or fraudulent transaction, visit the Branch app and lock your card immediately. This will block new purchases where your card information is entered at checkout. Next, file the dispute.
File a Dispute In-App
You can file a dispute directly in the app using one of the following methods:
-
From the Account Tab
- Scroll to the Wallet section.
- Tap View Disputes.
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From the Wallet Tab
- Scroll to Transactions.
- Tap on the transaction you wish to dispute to open the details screen.
- In the Actions section, tap Dispute Transaction.
File a dispute from the Account tab or by selecting a transaction and tapping Dispute transaction
Contact Support to File a Dispute
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 (24/7 Support line) to begin the dispute filing process.
- Closed on federal holidays
Important to Note:
- Branch incurs all fees accrued during the dispute process. There is no fee to file a dispute on your end.
Related Articles:
- Should I file a dispute?
- Why do I have pending transactions?
- How do I lock & unlock the Branch 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.