Q: Card Dispute FAQs

How can I better help in resolving my dispute quickly?

Working with the merchant directly will usually provide you with a quicker resolution. The merchant has complete access to all the information regarding your purchase and can assist you directly.

How long should I wait for a merchant to issue a credit to my account before I start the dispute process?

Allow 15 days from date of notification for the merchant to credit your account.

When initiating a dispute, how long does the process take for final resolution?

A dispute will normally take 90 days to resolve; however, because Mountain America will pursue every option available through the Visa dispute process, the final resolution may take longer. We will provide you a provisional credit while we work through the process on your behalf and will notify you by mail once final resolution is reached.

Do I have to pay for a disputed transaction while being investigated?

No. We place a temporary credit on your account while we investigate a disputed transaction.

If there is a transaction I do not recognize, what should be my first step?

First, use Card Manager on the Mountain America mobile app to deactivate your card. Then, ask other cardholders on your account if they completed the transaction(s). Then, attempt to contact the merchant, as you may have authorized the transaction but simply do not recognize the name of the merchant as it appears on your statement.

What are some examples of documentation that I may provide to help support my dispute?

Documentation may strengthen your dispute. Common examples include: purchase and/or return receipts, cancellation confirmations, correspondence with the merchant and tracking numbers for returned merchandise including the full address the item was sent to. Please contact the service center at 1-800-748-4302 for specifics regarding your individual dispute.

What should I do before returning merchandise?

We always advise you check the merchant's return policy. Some merchants require a Return Merchandise Authorization (RMA) number or may have other requirements before you return merchandise. When you do return a product, we recommend using a service that can provide a confirmation of delivery with the full address.

Will I be charged fees or interest charges on a disputed transaction?

If the dispute is resolved in your favor, fees and/or interest charged by Mountain America will be refunded.

Can a dispute impact my credit score?

Disputing a transaction has no impact to your credit score while we investigate the transaction.

Can I dispute a transaction because I was inconvenienced or I didn't receive an expected rebate?

Although the merchant didn't meet your expectations, the transaction cannot be disputed if you received the merchandise or services. Please work with the merchant directly for resolution.

Why did I only receive a partial credit for the dispute I filed?

The reason for a partial credit may vary. Please contact the service center at 1-800-748-4302 for specific information on your dispute.

I was told the dispute was resolved in my favor, why is the merchant requesting the funds from me directly?

Although the dispute was resolved in your favor, the merchant may still attempt to collect via other means and Mountain America may not have recourse.