First things first, if you notice an unauthorized or fraudulent transaction, visit the Branch app and lock your card immediately. This will prevent further charges on your account. 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.
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 866-547-2413 to begin the dispute filing process.

Note: Our chat and phone hours of operation are Monday-Friday, 8:00 a.m. - 6:00 p.m. CT.

What to Expect after Filing the Dispute:

After you complete the dispute process, you’ll receive an email from disputes@info.branchapp.com confirming the dispute was successfully received.
- The email will have the subject line [#Secure# Message from Branch Messenger, Inc] along with your claim number.
- Respond directly to this email for any updates or additional information.
- Important to Note: When filing a dispute, please be sure the email address you provide is valid and that the account storage is not full. You will not receive dispute communications if the email provided is incorrect or if the mailbox is full.
Our team may reach out for additional information throughout the process.
Be advised that dispute cases can take up to a total of 90 days to fully resolve.
- Please note that we are unable to expedite this process under any circumstances.

Common Dispute Reasons:

Here are some of the transaction issues that might warrant a dispute:

The service or merchandise that you paid for was not received.
You canceled a service or merchandise and were still charged by the merchant.
The merchant advised that you would receive credit for a purchase and the refund is not on your account.
You were charged an incorrect amount for a transaction.
You paid with a different method (cash or another card) and also charged on your Branch account.
You were charged for the same thing multiple times.
You went to an ATM to receive cash and the machine did not dispense the correct amount of cash.

Important to Note:

Branch incurs all fees accrued during the dispute process. There is no fee to file a dispute on your end.
If the transaction you wish to dispute is currently in a "Pending" status, please note we cannot process disputes for transactions that have not "Posted" to your account (as there is a possibility they might not post).
- Please wait until the transaction has fully settled/posted on your account before filing the dispute.
If a pending transaction doesn’t complete but you still don’t recognize it, you may choose to replace your debit card as a precaution. This step can help prevent any unauthorized transactions in the future.
- See the How do I order a Branch debit card? article for instructions on ordering a new card.

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