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Customer Info & Policies 

Disputes and Fraud Resolution

Introduction: At Accrew, we prioritize the security and satisfaction of our customers. This policy outlines our approach to handling disputes and fraud on your accounts.

 

Dispute Resolution Process:

  • Initial Dispute Intake:

    • When you report a dispute, our team will manage your initial communication, adjust your account balances, and initiate a provisional credit in accordance to Regulation E timelines and conditions.

  • Types of Disputes:

    • You can dispute transactions such as unauthorized charges (fraud), incorrect transactions, ATM errors, unrecognized transactions, subscription errors, return of good(s), or disputes about the quality of goods and services.

  • Provisional Credit & Reporting Dispute:

    • A provisional credit is a temporary credit applied to your account during the investigation of a dispute. Customers must report unauthorized transactions within 2 business days of discovery for a provisional credit. For other errors, the report should be made within 60 days from the statement date where the error appeared.

  • Investigation Timeline:

    • Upon receiving your dispute notice, we have 10 business days to either resolve the investigation or provide a provisional credit. If specific transactions are disputed, the 10-day period begins from the date of your initial notification.

  • Resolution of Dispute:

    • If we resolve the dispute within 10 business days and find an error occurred, the error will be corrected, and the provisional credit will become final. You will be notified within 3 business days of this resolution.

  • If No Error is Found:

    • If no error is found, we will provide a written explanation of our findings and rationale within 3 business days of completing the investigation. Any provisional credit will be reversed, and you will be notified of the reversal.

  • Communication:

    • We will keep you informed about the status of your dispute throughout the process, using your preferred communication method (email, chat, etc.).

Fraudulent Transactions:

  • Reporting Fraud:

    • If you suspect a fraudulent transaction, report it immediately. We will conduct an investigation to verify the transaction’s validity.

  • Handling Fraudulent Transactions:

    • We will follow strict protocols to investigate and resolve fraudulent transactions, keeping your security in mind.

  • Provisional Credit for Fraud:

    • In cases of fraud, provisional credit will be issued as per regulatory requirements and our internal guidelines.

Customer Responsibilities:

  • Prompt Reporting: Customers must report unauthorized transactions within 2 business days of discovery for a provisional credit. For other errors, the report should be made within 60 days from the statement date where the error appeared.

  • Accurate Information: Provide all necessary and accurate details related to the dispute or fraudulent transaction.

Authorized Disputes:

The following is a list of reasons a customer can dispute a charge, given the customer attempts to resolve the issue with the merchant or recipient first.

  • Unauthorized Transactions:

    • Charges that the customer did not authorize or recognize, suggesting potential fraud or identity theft.

  • Billing Errors:

    • Incorrect charge amounts, duplicate charges, or charges for canceled subscriptions or services.

  • ATM or Bank Errors:

    • Discrepancies in ATM withdrawals (e.g., the wrong amount dispensed or debited) or bank errors in transaction processing.

  • Quality of Goods or Services:

    • Disputes over the quality, condition, or functionality of goods or services purchased.

  • Non-Delivery of Goods or Services:

    • Charges for goods or services that were not delivered or provided as agreed.

  • Canceled Transactions:

    • Charges for transactions that were canceled, such as hotel reservations, flight bookings, or online orders.

  • Subscription Services:

    • Charges for ongoing subscription services that were supposed to be canceled or not renewed.

  • Incorrect Transaction Details:

    • Errors in transaction details like the date, amount, or merchant information.

  • Misrepresentation:

    • Charges stemming from misleading or false information about a product or service.

  • Unauthorized Recurring Charges:

    • Recurring charges that continue after a service is canceled or without the customer’s consent.

  • Credit Not Processed:

    • Situations where a promised credit or refund from a merchant was not processed.

  • Transaction Not Recognized:

    • Charges that the customer does not recognize, possibly due to the merchant's name being different on the statement.

  • Clerical Errors:

    • Mistakes in transaction processing, such as entering the wrong amount or charging the wrong account.

  • Technical Issues:

    • Charges resulting from technical errors, such as glitches in online payment systems.

  • Fraudulent Activity:

    • Charges arising from fraudulent activities or scams.

Unauthorized Disputes:

The following is a list of reasons why a customer may not dispute a charge.

  • Legitimate Transactions:

    • If the transaction was authorized by the customer and is legitimate, it cannot be disputed simply because of a change of mind or dissatisfaction.

  • Late Reporting:

    • Disputes reported outside the designated time frame (e.g., 60 days after the transaction appears on the statement) are typically not accepted.

  • Failure to Attempt Resolution with Merchant:

    • If the customer has not attempted to resolve the issue with the merchant first, especially in cases of quality disputes or returns.

  • Non-refundable Charges:

    • Transactions that are explicitly non-refundable, such as certain travel bookings, event tickets, or service fees.

  • Subscription Services Agreed Upon:

    • Charges from subscription services or recurring payments that the customer previously agreed to and did not cancel per the service's terms.

  • Buyer’s Remorse:

    • Regretting a purchase does not constitute a valid reason for a dispute unless the item is misrepresented or faulty.

  • Family or Friendly Transactions:

    • Charges made by family members or friends with implicit or explicit permission from the cardholder.

  • Insufficient Evidence of Fraud:

    • Lack of evidence to support claims of unauthorized transactions or fraud.

  • Accidental Transactions by Customer:

    • Mistakes made by the customer, such as accidental purchases or duplicate orders.

  • Transactions Within Personal Relationships:

    • Disputes involving personal relationships where transaction authorization is ambiguous.

  • Merchant Policy Compliance:

    • Transactions that comply with the merchant’s stated policies, which the customer agreed to at the time of purchase.

  • Resolving Through Insurance or Other Means:

    • Situations where the resolution should be sought through insurance claims or other avenues rather than disputing the charge.

  • Fraudulent Dispute Claims:

    • Attempts to dispute legitimate charges fraudulently.

  • Pre-Authorized Transactions:

    • Charges that were pre-authorized by the customer, even if the actual charge occurred later.

  • Transactions Made by Authorized Users:

    • Charges made by individuals who are authorized users on the account.

  • Digital Content or Consumables:

    • Certain digital or consumable purchases, where return or refund policies are typically strict or non-existent.

Authorized Provisional Credit:

The following is a list of disputes that offer a provisional credit.

Authorize A Provisional Credit

  • Unauthorized Transactions (Fraud)

  • Billing Errors

  • ATM Discrepancies

  • Bank Error Corrections

  • Quality Disputes

  • Delayed Transaction Postings

  • Missing Deposits

  • Fraudulent Online Transactions

  • Duplicate Transactions

  • Identity Theft Cases

  • Service or Product Not Received

 

Unauthorized Provisional Credit:

The following is a list of disputes that do not offer a provisional credit.

Do Not Authorize A Provisional Credit

  • Late Reporting (Over 60 Days)

  • Resolved Merchant Disputes

  • Customer Error

  • Repeat Offenders or Repeat Disputes

  • Insufficient Evidence

  • Non-qualifying Transactions

  • Fraudulent Claims

  • Transactions Under Investigation

  • Outside Jurisdiction

  • Account Mismanagement

  • Family or Known Persons Disputes


 

Timeframes for Disputes:

  • Intrabank Disputes: 7-Day turnaround time.

  • ACH, Wire, & Check Disputes: 30-day turnaround time.

  • Card Disputes: 90-day turnaround time from the original transaction date and cardholders have no more than 110 days to file a dispute.

  • To receive a provisional credit, the dispute must be reported no later than 60 days.

 

Conclusion:

Your trust and security are paramount to us. Accrew is dedicated to resolving your disputes and addressing fraud with utmost diligence and efficiency. Should you have any questions or need assistance, please contact our customer service team.


 

Identity Theft:

The following is a list of actions that a customer should take if their identity is stolen.

Accrew asks that you temporarily freeze your card and contact Accrew's Customer Support:

 

  • 1. log in to the Accrew Mobile App, then select the hamburger menu and toggle off the “Active” switch on your physical card.

  • 2. Contact Accrew Customer Support at (844) 988-1775 or send a message via the Accrew App Chat.

  • Notify Other Financial Institutions: Immediately contact banks and credit card companies to freeze or close any compromised accounts.

  • Place Fraud Alerts and Credit Freezes: Contact one of the major credit bureaus (Experian, TransUnion, or Equifax) to set up fraud alerts and consider a credit freeze to prevent new accounts from being opened in your name.

  • File a Report with the FTC: Report the identity theft to the Federal Trade Commission at IdentityTheft.gov.

  • Report to Local Police: Consider filing a report with local law enforcement with all available documentation.

  • Change Passwords and PINs: Update passwords and PINs, especially for financial accounts.

  • Notify Relevant Agencies: If your Social Security number or driver's license has been compromised, contact the respective agencies.

  • Monitor Accounts: Regularly check your transactions and financial statements for any unusual activities.

Reacting swiftly and systematically is crucial in minimizing the impact of identity theft.

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