In rare situations, you may see a transaction that the cardholder does not recognize. This could be a fraudulent transaction, where a card is lost or stolen and used by someone else. Another example is a merchant error, where they charge the incorrect amount or double-charge for one item.
We take pride in protecting customer funds and thoroughly investigating any suspicious activity or incorrect transactions.
In this article, you'll learn about fraudulent transactions and service errors.
Fraudulent transactions and merchant errors
A fraudulent transaction occurs when someone makes a purchase using a Card that a cardholder did not authorize. Merchant errors can also occur, which can include:
- Incorrect transaction amount appearing on the account statement versus the transaction amount confirmed (e.g., the amount charged differs from the amount shown on the purchase receipt).
- Duplicate transactions appear on the account statement when only one purchase was made.
- The card was charged the incorrect amount.
- Merchandise or services were paid for twice, once with the Visa® Prepaid Card and again with another form of payment.
- The merchandise/services paid for were not received.
- A recurring payment was canceled, and the card was still charged.
- Merchandise or services were canceled, and the card was still charged.
- Merchandise or services were defective or not as described.
- A refund credit was processed and has not landed on the card.
If you see a transaction that is incorrect or fraudulent, please contact our Customer Support team right away. We will collect information and conduct a comprehensive investigation.
We will let you know the results of our investigation. If our investigation supports the dispute claim, the cardholder may receive a partial or full refund of the funds lost.
If you have any questions, please don’t hesitate to contact our Customer Support team.