In Case of Errors or Questions About Your Electronic Transfers, Call or Write us at the telephone number or address listed in this document, as soon as you can, if you think your statement, passbook, or receipt is wrong or if you need more information about a transfer listed on the statement, passbook, or receipt. We must hear from you no later than 60 days after we sent the FIRST statement on which the problem or error appeared or, if the only transfer possible is a direct deposit to your passbook account no later than 60 days after the problem or error was FIRST detected in your passbook or statement.
If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.
You are responsible for resolving all disputes concerning the quality of goods or services provided with the merchant that accepted the card.
We will determine whether an error occurred within 10 business days (5 business days for Debit Card point-of-sale transactions processed by Visa and 20 business days if the transfer involved a new account) after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days (90 days if the transfer involved a new account, a point-of-sale transaction, or a foreign-initiated transfer) to investigate your complaint or question. If we decide to do this, we will credit your account within 10 business days (5 business days for Debit Card point-of-sale transactions processed by Visa and 20 business days if the transfer involved a new account) for the amount you think is in error, so that you will have the use of the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not credit your account. Your account is considered a new account for the first 30 days after the first deposit is made, unless each of you already has an established account with us before this account is opened.
We will tell you the results within three business days after completing our investigation. If we decide that there was no error, we will send you a written explanation.
You may ask for copies of the documents that we used in our investigation.
Call 855.444.6861, Monday through Friday 8:00 A.M. – 6:00 P.M, excluding federal holidays.
After regular business hours call Hotcard Service Center 800.528.2273, for debit card disputes.
More detailed information is available on request.