(Please note that the instructions outlined in this article are for pre-tax Benefits Card only. If you have a question related to the Twic Card issued with your employer-sponsored program, please reach out to our Member Experience team for assistance.)
If you find a possible fraudulent transaction that neither you nor someone authorized by you performed, or a merchant error (e.g. incorrect posted amount), please file a dispute according to the following steps.
Please note that the dispute process is not for ineligible transactions. In the case of merchant error, you should make a good faith effort to resolve this with the merchant before submitting a dispute.
1. Download the Cardholder Dispute Form HERE.
2. Complete the form with all the information needed.
Check only one reason per dispute form.
If additional supporting documentation is available, please include it.
If the transaction occurred on a dependent’s card, the dependent if over age 18, and must sign and date the form. However, as the primary cardholder, please list your name and contact information on the form.
3. Email the completed form to email@example.com.
DEADLINE: Disputes must be submitted within 60 calendar days of the transaction date.
In all cases of fraud, suspected fraud, or a lost/stolen card, you should take immediate action, even before a Dispute Form is submitted. Please cancel the card in your settings, or reach out to firstname.lastname@example.org to deactivate the card immediately and get a new one re-issued if applicable.
Note: Once the dispute request is submitted, it will be forwarded to the bank dispute team to review the cases in 2 days, then it will be evaluated by the Mastercard Fraud Department for research, which could take up to 10 business days. After the evaluation, the chargebacks will be issued in 2 days. But of course, each of the stages above could be delayed. You would expect a minimum of 12 days and a maximum of 30 days for the dispute to be processed.