Disputing Transactions

There’s a transaction in the ‘Pending and On Hold’ section of my MONEY that I didn’t authorize. How do I dispute it?

An unauthorized transaction will need to post to your MONEY before you can dispute it.  While the transaction is still pending, here are a few ways to determine whether or not it’s fraudulent:

• Check your files to see if you enrolled in a membership with a free trial period.
• Determine whether you recently used your MONEY Card at a restaurant or gas station. Learn more.
• Find out whether a merchant uses a vendor with a different name to process your Card transaction. You can figure this out by calling the merchant or searching on the internet.

If you still suspect that the charge is fraudulent, give us a call at 1-888-464-0727 (or 1-302-255-3473 from overseas) to speak with an Associate from 8 AM to 8 PM, 7 days week. You can also dispute the transaction on capitalone360.com once it has posted to your MONEY.

What if I notice unauthorized charges or ATM transactions that have posted to my MONEY?

First, click on the transaction within your account on our website to make sure you have all the information we have related to the charge or ATM transaction. If you still don’t recognize the charge, contact the merchant and ask them for details. If you still don’t think you authorized it, use our online dispute process.

To access the dispute form:

1. The Cardholder can sign in to capitalone360.com with your Customer Number or Saver ID and PIN
2. Click on your ‘MONEY’
3. Click on the transaction you would like to dispute
4. Click on the link at the bottom of the page to submit a request
5. Once you've submitted your dispute request, click the link at the bottom of the dispute confirmation page  and fill out and fax in the dispute form along with any supporting evidence

You can expect an email from us within 48 business hours after submitting your dispute form.  To ensure we have your most up-to-date email address, click on the ‘My Info’ tab and verify your contact information.  To edit your email address, click ‘Edit Information’ in the Email section.

What if my deactivated MONEY Card is being used for unauthorized transactions?

You may have used your Card before you deactivated (canceled) it.  Transactions made before the Card was deactivated will still show up in your account details either as pending or posted.   You will need to wait until the transaction has posted to your MONEY before you can dispute it.