In rare situations, you may see a transaction on the Visa® Prepaid Card 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 investigate any suspicious activity or incorrect transactions.
In this article, you'll learn about fraudulent transactions and merchant errors.
Fraudulent transactions and merchant errors
A fraudulent transaction occurs when someone makes a purchase using a Card that the cardholder did not authorize. Merchant errors can also occur, which can include:
- An incorrect transaction amount appearing on the account statement (e.g., the amount charged differs from the amount shown on the purchase receipt).
- Duplicate transactions appearing on the account statement when only one purchase was made.
- Merchandise or services were paid for twice, once with the Card and again with another form of payment.
- The merchandise or 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.
Filing a dispute
If you see a transaction that is incorrect or fraudulent, please contact our Customer Support team right away — we can help you review the transaction and file a dispute. The sooner you contact us, the better. We will collect information and conduct a comprehensive investigation.
- STABLE Account: call 1-844-599-4690 or email card@stableaccount.com
- All other ABLE accounts: call 1-844-276-4547 or email ablecard@truelinkfinancial.com
- 529 Savings Plan account owners: call 1-833-372-1147 or email 529card@truelinkfinancial.com
Merchants can often process a refund faster than the dispute process, so it may be worth contacting the merchant as well. You are not required to contact the merchant before filing a dispute with us.
We will let you know the results of our investigation. If our investigation confirms the claim, we will credit the Card in accordance with the Cardholder Agreement.
See the Cardholder Agreement for full details on how disputes and unauthorized transactions are handled. If you have any questions, please don't hesitate to contact our Customer Support team.