How to Dispute a Debit Card Charge?

Disputing a Transaction

If you see a charge on your account that doesn’t look right, Orion Financial is here to help. If the transaction was authorized by you, a joint owner, or an authorized user, and there is an issue with the product, service, or transaction, you may be able to file a dispute. Examples include:

• You paid for a product or service but didn’t receive it (or only received part of it)
• You canceled a subscription or service but are still being charged
• You signed up for a free trial and did not know you would be charged
• You made a purchase, but were charged the wrong amount or multiple times

If you, a joint owner, or authorized user did not authorize the transaction, this may be fraud. Please log in to your account via Digital Banking on the web or in the mobile app to submit a dispute. Alternatively, call us at 901.385.5200 (Mon–Fri: 8am–6pm CST, Sat: 9am–1pm CST).

Before Disputing a Transaction

1. Check with the merchant first
   In many cases, contacting the merchant directly is the fastest way to get a refund. Disputing a transaction without contacting the merchant first may cause a delay of up to 4 months in resolving your dispute.
2. Make sure the transaction has posted
   Pending charges can’t be disputed, as they may change or disappear within a few days.
3. Gather your records
   Keep receipts, invoices, emails, or bank statements that show the issue. Having documentation ready helps us resolve your case faster.

Disputing the Transaction

It’s best to dispute the transaction as soon as possible after you’ve worked to resolve the problem directly with the merchant. In any case, you must contact us within 60 days of the statement that shows the unauthorized transaction. If the merchant can’t resolve the issue for you, please log in to your account via Digital Banking on the web or in the mobile app to submit a dispute. If you have an issue submitting your dispute, call us at 901.325.5200 (Mon–Fri: 8am–6pm CST, Sat: 9am–1pm CST).

After We Receive Your Dispute

• We’ll review your claim – Be on the lookout for an email or letter if we need more details or documents. Be aware that if we do not receive the needed information or documentation requested to process the dispute, we may close the claim!
• We’ll work with the merchant – Acting as the go-between, we’ll try to resolve the issue on your behalf to try to get the transaction reimbursed. There are rules in place that Orion Financial and the merchant must follow during this process. The information and documentation you and the merchant provide will help determine the outcome of the dispute. Always be on the lookout—depending on what information the merchant provides, we may need additional information or documentation!
• Temporary credit may be applied – For eligible claims, we may provide temporary credit to your account while we investigate. Not all claims are eligible for a temporary credit.
• We’ll let you know the result – You will receive an email or letter explaining the outcome of your dispute. It may take up to 120 days to complete an investigation depending on the type of transaction in question.

When the Dispute Is Closed

There are multiple possible outcomes to a dispute investigation, including a combination of outcomes depending on the results of our investigation.

• Approved – You’ll be reimbursed for the transaction. If you already received temporary credit, it becomes permanent.
• Not approved – In this case, we couldn’t recover the funds from the merchant. Any temporary credit will be removed from your account.
• Merchant resolved – If the merchant refunds you directly, any temporary credit will be reversed.

We will communicate with you along the way as your dispute is processed and investigated. Look out for letters, emails, or other communications from us as we request additional information or advise you of the status of your dispute. Remember, depending on the type of transaction it may take up to 120 days to complete an investigation!