Disputing a transaction
If you believe there's an error with a transaction on your Fidelity® Debit Card, this page will help you understand the investigation and resolution process. The first step is to review any transactions you think may be problematic.
If you notice a transaction that you don't recognize or didn't authorize, it's important to call the Fidelity Debit Card Services number on the back of your card as soon as possible. We can help you review your account for potentially fraudulent activity and help you decide on the best course of action.
- If you have additional card holders on the account, be sure to check with them to see if they recognize the transaction.
- Recurring subscriptions can be transactions you may not remember, consider this if something is not recognized right away.
What's a transaction dispute?
Disputing a transaction is a process in which you question or contest the accuracy of a debit card transaction that's been posted to your account. For instance, you may feel the amount is incorrect, or that the merchant didn't fulfill the terms and conditions of your purchase.
Filing a dispute is different than requesting a refund. If you're looking to get your money back from a merchant because you no longer want an item, have a change in plans, or are not satisfied with the merchandise or service, you should request a refund directly from the seller or merchant. We cannot issue a refund on behalf of a merchant.
If you file a dispute, Fidelity Debit Card Services will ask the merchant to review the disputed charge and its associated terms and conditions. These are usually the same terms and conditions you agreed to when you made the purchase.
How to research your transaction details
Log in to be directed to the Manage cash and cards page where you can select the Transactions tab to view transaction information.
Check to see if the transaction is pending or posted. If it's pending, it may be an authorization from the merchant simply to make sure your card is valid. A pending charge is not fully processed and may disappear without any action on your part. Once it's posted to the account, you can file a dispute if necessary.
How to file a dispute
Step 1: Verify the transaction is posted and not pending by selecting the Transaction tab from your Manage cash and card page.
Step 2: If you have any additional card holders on the account, be sure to check with them to see if they recognize the transaction.
Step 3: Contact the merchant to request a refund, report a problem, or research the nature of the charge.
Step 4: Call the number on the back of your card to reach Fidelity Debit Card Services to explain the nature of your dispute. You'll be asked to provide the following information:
- Details about the transaction you're disputing (merchant name, dollar amount and posting date)
- The reason you're disputing the transaction
- Whether you've had any contact with the merchant, including your efforts to resolve the matter with the merchant directly
- How you'd like to be contacted in the future
Step 5: Submit your dispute in writing within 10 days of reporting the dispute. Please include a copy of any supporting documentation, such as credit slips, invoices, contracts, etc.
Mailing address:
BNY Mellon Financial Services Accounts
301 Bellevue Parkway, 2nd floor
Wilmington, DE 19809
What happens when you file a dispute?
Some disputes are resolved very quickly, while others can take additional time while Fidelity Debit Card Services works with the merchant to research your case. In some situations, a Disputes analyst may reach out to you for additional information; it's important that you respond in a timely manner.
While a temporary credit may be applied to your account while the case is researched, please note that this credit is temporary and may be moved to a permanent credit or reversed based on research findings. You'll be provided with updates via the email associated with your account. If an email is not present, a letter will be mailed.
When there are delays in providing supporting documentation, this could take as long as 45 days.
What to do if a dispute is not ruled in your favor?
If a temporary credit that had been applied to your account at the time of your initial dispute is reversed, you'll receive a letter notification of this decision.
If you feel that your dispute was resolved incorrectly and you have further information to add to your initial dispute, you can appeal the decision by calling Fidelity Debit Card Services using the number on the back of your card.
Should you file a dispute if you suspect fraud?
No, typically a dispute is related to a recognized transaction. Please call Fidelity Debit Card Services using the number on the back of your card to discuss any fraud concerns, especially if the following apply:
- Transactions are present that you do not recognize.
- You've responded to a fraudulent email, letter, text or phone call, and provided account information.
- You responded to what appears to be a valid email or text alert and have questions.
Related Support
