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How to Dispute a Transaction

Transaction disputes fall into three main categories:

    1. Fraudulent Transactions: Charges on Lost or Stolen Cards, and Unauthorized Charges by Unidentified Third Parties on a Card That's in the Cardholder’s Possession
    2. Dispute of Charges for Goods and Services, Where the Charges Are Not Fraudulent
    3. Unauthorized Purchases by Cardholder

Fraudulent Transactions: Charges on Lost or Stolen Cards, and Unauthorized Charges by Unidentified Third Parties on a Card That's in the Cardholder’s Possession

There are two basic forms of fraudulent transactions that are possible against a PEX card:

    1. Lost or Stolen Card
      • If a PEX card is lost or stolen, then an unidentified third party -- someone other than the cardholder -- might make charges on that card
      • By definition, those charges (transactions) are fraudulent
    2. Third Party Unauthorized Charges
      • A cardholder may have the PEX card in his/her possession, but an unidentified third party might make unauthorized charges against the card
      • By definition, those charges (transactions) are fraudulent

If you or the cardholder discover fraudulent transactions on a PEX card:

    1. Block the card immediately
    2. Notify PEX Client Services ASAP that there appear to be fraudulent transactions on the card
      1. By email at adminsupport@pexcard.com
      2. By phone at +1-866-685-1898, ext. 3
    3. Give PEX Client Services the following information:
      1. The cardholder’s name
      2. The last 4 digits of the cardholder’s 16-digit card number
      3. The cardholder’s email address
    4. Answer the following questions:
      1. Where was the cardholder at the time of the fraudulent transaction, versus the location of the merchant (for instance, “the cardholder was in Chicago at the exact moment when there was a charge on the card at a restaurant in Los Angeles”)?
      2. Is there a police report?
        • If so, please provide it
      3. Does the cardholder still have the card in his/her possession?
      4. What is the last transaction that the cardholder remembers on this account?
      5. Did the cardholder authorize anyone else to use the card?
      6. What are the transactions that the cardholder is disputing?
      7. Is there any other helpful or relevant information about the fraudulent transaction(s) that everyone should know?
    5. PEX Client Services will issue a new card for the cardholder
    6. PEX will normally ship the new card via USPS First Class Mail
      • The Administrator can request expedited shipping via FedEx or UPS, at the Administrator’s expense
    7. PEX Client Services will send an Affidavit to the cardholder listing the disputed transaction(s), with a copy to the Administrator
    8. The cardholder then must:
      1. Review the transaction(s)
      2. Sign the Affidavit
      3. Include a copy of his/her government-issued official identification (e.g., driver license, Passport)
      4. Send everything to PEX Client Services at adminsupport@pexcard.com within 60 days
    9. PEX Client Services will confirm to the cardholder and to the Administrator:
      1. That PEX Client Services received the signed Affidavit and cardholder identification
      2. That the dispute resolution process has begun

Note:

It is essential that the cardholder provides all required information to PEX Client Services, so that the dispute resolution process can move forward.

  • Disputes may take 30-90 days to close, due to Visa’s merchant response guidelines

2. Dispute of Charges for Goods and Services, Where the Charges Are Not Fraudulent

To dispute a merchant transaction where there is a problem -- e.g., duplicate charges for the same item/event, non-delivery of goods -- but no fraudulent charges by an unidentified third party, follow these steps:

  1. It is not necessary to block the card
  2. Notify PEX Client Services that there are disputed transactions on the card
    1. By email at adminsupport@pexcard.com
    2. By phone at +1-866-685-1898, ext. 3
  3. Provide the following information:
    1. The cardholder’s name
    2. The last 4 digits of the cardholder’s 16-digit card number
    3. The cardholder’s email address
  4. Answer the following questions:
    1. Did you inform the merchant of the disputed transaction?
    2. What steps will the merchant take to resolve the dispute?
  5. PEX Client Services will send an Affidavit to the cardholder listing the disputed transaction(s), with a copy to the Administrator
  6. The cardholder must:
    1. Review the disputed transactions
    2. Sign the Affidavit
    3. Include a register receipt(s), postal confirmation, and all correspondence with the merchant in question
    4. Send everything to adminsupport@pexcard.com within 60 days
  7. PEX Client Services will confirm to the cardholder and to the Administrator:
    1. That PEX Client Services received the signed Affidavit and additional documentation
    2. That the dispute resolution process has begun

Note:

It is essential that the cardholder provides all required information to PEX Client Services, so that the dispute resolution process can move forward.

  • Disputes may take 30-90 days to close, due to Visa’s merchant response guidelines

3. Unauthorized Cardholder Purchases -- Employee Theft of Funds

PEX recognizes only unauthorized transactions by an unidentified third party -- not transactions by the cardholder -- as fraudulent transactions.

Consequently, if a cardholder makes unauthorized purchases using the PEX card, then these transactions must be addressed by the business, and reported to the proper authorities. PEX is unable to submit a dispute for unauthorized purchases by employees, or for employee theft.

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