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There's an unfamiliar charge or issue with a purchase made with my Cushion card. What should I do?
There's an unfamiliar charge or issue with a purchase made with my Cushion card. What should I do?
Adam Baumgardner avatar
Written by Adam Baumgardner
Updated over a week ago

In order to quickly find a resolution for an unfamiliar charge on your virtual card, it is important you do not file a dispute with your bank.

Please note that filing a dispute on any transactions made with the Cushion card is directly against Cushion, not the merchant of purchase. If a dispute is filed, your Cushion account will be temporarily frozen, the virtual card will not work, and we will not be able to report any upcoming bills to the credit bureau.

Below, you will find solutions for incorrect charges on your virtual card:

Unfamiliar Charge:

It is important to note that Cushion's virtual debit card operates like any regular debit card. Payments are only processed when authorized by a merchant or service provider. Cushion will never pull funds from your account unless a charge is initiated on your virtual debit card by a biller or a Buy Now, Pay Later (BNPL) provider.

If there is an unfamiliar or duplicate charge with your Cushion card, it's important to work directly with the Biller or BNPL provider involved.

The first thing you should do is Contact the Biller or BNPL Provider for Assistance.

If they have made a mistake, the money will be refunded onto your virtual debit card. To see how our refund process works, please scroll to the bottom of this article

Issue with a Purchase:

Similarly, to resolve any issues with a purchase it's essential that you reach out to the seller or biller directly:

  • If the issue is related to a Buy Now Pay Later (BNPL) purchase, like using Afterpay to make a Nike purchase for example, you should contact Nike's customer service.

  • If the issue is related to another bill or subscription, like your Netflix subscription for example, you should contact Netflix’s customer service.

In both of these cases, the seller has the necessary information and processes in place to assist you promptly. Be sure to explain the issue you're facing and provide any relevant details to help them understand and address your concerns.

In General:

When dealing with an unfamiliar charge or issue with a purchase, working directly with the seller will lead to a quicker resolution–either a prompt refund or replacement product when applicable. Disputing the Cushion charge with your bank will delay this process and may lead to an automatic freeze on your Cushion account, causing inconvenience.

It is important to refrain from filing a dispute with your bank directly. Here's why:

Delays in Refunds: If your issue involves receiving a refund for a purchase you made, filing a dispute may cause a delay in receiving the refund from the seller, as the resolution process becomes more complex.

Delayed Replacement Products: If you received an incorrect or damaged product, filing a dispute may also hinder the process of obtaining a replacement product, causing further inconvenience.

Account Freeze: Filing a dispute with your bank will also cause your Cushion account to be automatically frozen, temporarily preventing you from using your Cushion card on future purchases.

How Refunds Are Handled:

If the seller, biller or BNPL provider issues a refund, the refunded amount will be credited to your Cushion account. You can use this credit towards future bill payments, making it convenient for you to offset expenses. For more details on how refunds are managed with your Cushion card, see this article on how refunds are handled.

We want to ensure a smooth and efficient resolution for any issues you encounter with purchases made using your Cushion card. By contacting the seller directly, you can avoid unnecessary delays and complications. Remember, our customer support team is here to assist you should you have any questions or require further guidance during this process.

Contact Us for Assistance:

If you are unable to find a solution to a charge from Cushion that you do not recognize, please reach out to our dedicated support team at support@cushion.ai.

Our team is ready to help you investigate the charge and provide the necessary assistance to resolve the issue. Kindly provide relevant details regarding the charge so that we can address your concerns accurately and efficiently.

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