You should file a dispute if you notice a transaction on your Branch account that you believe is incorrect or unauthorized. Common reasons to dispute a charge include:
- 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.
Contacting the Merchant for a Speedier Resolution:
Many issues can be resolved faster by contacting the merchant directly. Since transactions are processed through the Mastercard network, Branch may not directly have merchant contact information. Most merchant contact information can be found through online search engines. When you file your dispute with us, make sure to document your merchant contact experience, such as: the person you spoke with, their position/title at the company, and their response to your request for credit.
Need to File a Dispute?
To file a dispute, check out the article How do I file a dispute? which provides step-by-step instructions that guide you through 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.