Disputed Electronic Funds Transfer Transaction

A disputed transaction is when you purchase a good or service or sign up for a sample or membership and for some reason (cancellation, unhappy with merchandise, double charged) you don't feel you should pay. For every disputed transaction, you first must go to the merchant involved to try and resolve it. Please document all attempts of your own to resolve the issue. If you cannot resolve it that way, we are happy to try and resolve it for you.

One difference with a disputed transaction is that Direct Financial is submitting a dispute between you and the merchant to Visa on your behalf. Visa makes the final determination regarding whether or not we can get the money back from the merchant. If Visa decides in your favor, you will be reimbursed. However, if we cannot get the money back, you will not be reimbursed.

Important to remember: You must notify us as soon as you discover a disputed transaction. If you don't notify us within 60 days of when the disputed transaction appeared on your statement, you are liable for the full amount of the transaction and we cannot step in to assist you.

In order to process your disputed transaction claim, we need the Disputed Electronic Funds Transfer Form filled out completely and accurately as well as any documentation regarding your attempt to resolve the dispute with the merchant yourself. (For example: receipts, communications to/from the merchant, etc.)

You are responsible for the first $50 of any disputed transaction, so if you are disputing less than $50, we will not issue provisional credit. However, we can still submit your claim to Visa to see if the merchant must reimburse you.

We will begin processing your claim as soon as you notify us. You may notify us by phone, fax, in person, or by secure form submission within online banking.

Direct Financial has 10 business days to process your claim. We may take up to 90 days; however, if we cannot finish the investigation within 10 days, we will provisionally credit your account the amount of the claim less any possible liability. If your claim is determined to be invalid you must return the provisional credit and we will debit your account for the entire amount of the provisional credit within three business days of completing our investigation. You will be notified of the results in writing once our investigation is complete.