Card Disputes
Disputing unauthorized/fraudulent charges on your GreenState Mastercard.
Before disputing a charge as fraudulent please confirm that:
- The charge was not made by you, or anyone authorized to use your card.
- You have reviewed the details of the charge while keeping in mind that:
- Some merchants may use different business names or addresses for billing purposes.
- When shopping online, some merchants may wait to charge your card until an order has shipped.
As soon as you notice suspicious activity, you can disable your card within Card Controls in Online Banking. This will prevent additional, unauthorized transactions while we work to resolve the issue. You can also call us at (800) 397-3790 or chat with us at GreenState.org to disable your GreenState Mastercard.
Before initiating a dispute, allow the transaction to post to your account. Pending transactions cannot be disputed. If the transaction posts, carefully review it to confirm it is an unauthorized charge.
Credit card transaction disputes may be initiated through Online Banking. To dispute a credit card transaction, login to Online Banking, navigate to “Manage Cards > Credit Cards & Rewards”, and select the card in question. On the Credit Cards & Rewards site a transaction can be disputed by clicking the “+” icon to view details for a specific transaction in your Recent Transactions history, or by navigating to “Account Services > Dispute Transactions
For debit card transaction disputes, please contact us directly.
Once a dispute has been filed, our team will begin investigating. The timeframe for dispute processing can vary, but you can expect full resolution within 120 days.
Disputing charge errors or merchant disagreements on your GreenState Mastercard.
A charge error is a purchase that you recognize but that has a problem or subsequent disagreement that has not been resolved. Errors may include:
- Charges for items that you didn’t accept, or that weren’t delivered as agreed.
- Charges that have the wrong amount, wrong date, or a math error.
- Charges for a product that was returned but has not been refunded
according to the merchant's returns policy. - Being charged multiple times for the same transaction.
Often, disputes can be resolved quickly and directly with the merchant. When contacting the merchant, explain the issue and request a resolution.
Important! Document the steps you’ve taken to resolve an issue with a merchant including:
- The date(s) that you contact the merchant.
- Who you speak with and their response.
Before initiating a dispute, allow the transaction to post to your account. Pending transactions cannot be disputed.
Gather any documents that support your position. Keep original documents for your own records, make and share copies of documents if needed.
- Receipts or order confirmations.
- Documentation of attempts to contact the merchant and their response.
Credit card transaction disputes may be initiated through Online Banking. To dispute a credit card transaction, login to Online Banking, navigate to “Manage Cards > Credit Cards & Rewards”, and select the card in question. On the Credit Cards & Rewards site a transaction can be disputed by clicking the “+” icon to view details for a specific transaction in your Recent Transactions history, or by navigating to “Account Services > Dispute Transactions
For debit card transaction disputes, please contact us directly.
Once a dispute has been filed, our team will begin investigating. The timeframe for dispute processing can vary, but you can expect full resolution within 120 days.