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:

While the dispute process can take up to 90 days to be resolved, 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 Evolve Bank & Trust, Member FDIC. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. The Branch Mastercard Debit Card is issued by Evolve Bank & Trust pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.