If you see a transaction on your Varo Bank Visa® Debit Card you don’t agree with, go to FAQ How do I reach customer service? so we may assist you.
If the transaction has already been posted to your Varo Bank Debit Card, we can file the dispute when you contact us.
If the authorization is still pending, we’ll need to wait for it to post to your account before filing a dispute.
If the transactions were unauthorized, we will cancel your debit card and send you a new one in order to prevent more unauthorized charges.
Before contacting Customer Service, you can protect your Varo Bank Debit Card by locking it in the Varo Bank app using this link.
Why is the card required to be blocked for unauthorized activity?
If there is unauthorized activity on your account, we are required to immediately block your card and send you a replacement in the mail. You should receive this replacement card in 6 to 9 business days. This prevents unauthorized card transactions from occurring as you indicated that your information has been compromised.
Why would I dispute a transaction?
There are a lot of reasons to dispute a transaction, and our dedicated disputes team will figure out the best reason based on the information you provide us.
Unauthorized charges or billing errors:
- There are transactions on your Varo Bank Debit Card you didn’t authorize.
- A transaction posted to your Varo Bank Debit Card for more than you agreed to.
- You were double billed for the same transaction.
- You canceled a transaction but were billed anyway.
Consumer Disputes for Quality or Service:
- You returned merchandise, but the merchant never credited your Varo Bank Debit Card.
- You never received the merchandise you ordered.
- You received damaged or defective merchandise.
- You made a purchase using a card issued by another financial institution or with cash, but the merchant also charged your Varo Bank Debit Card.
- A merchant promised to refund a partial or full amount of a purchase, but the credit was never posted to your Varo Bank Debit Card.
Can I dispute unauthorized deposits?
If you see an unauthorized deposit has been posted to your account, contact our Customer Service team immediately by going to FAQ How do I reach customer service?.
How long will my dispute take?
- We will determine if your dispute can be resolved within the first 10 business days. If not, a provisional credit may be issued within 10 business days of the dispute being filed if your claim qualifies.
- If a provisional credit is issued, it may take up to 90 calendar days for the case to reach a final resolution. We will notify you if more time is required to finalize your dispute.
What is a provisional credit?
A provisional credit is a temporary credit provided for claims that qualify that cannot be resolved within the first 10 business days of notification. Once the investigation is completed, if we find no error occurred, the provisional credit previously provided will be revoked from your account. If we find an error occurred, the provisional credit provided will be made final. We will send a letter through email advising you of the final decision, we may also send you a letter through USPS mail.
How will I be notified when my dispute is resolved?
For all actions taken on your Varo Bank Debit Card, from provisional credit to final resolution, you will be notified. Generally, we’ll send a paper letter to the address we have on file, which can be found in your Varo App by tapping Settings then Profile. We’ll email you the resolution.
Can I cancel a dispute?
Yes. Go to FAQ How do I reach customer service? for ways to contact us so we can complete your request.
I was told the dispute was resolved in my favor, but now the merchant is requesting the funds from me directly.
Unfortunately, the dispute process is not legally binding and does not have any control over decisions the merchant may make with collection agencies or legal action.
A merchant may choose to pursue the collection of funds outside of the dispute process even if the case was decided in your favor.
What are other options to resolve my issue outside of the dispute process?
There are a few things you can do to protect yourself if the merchant is refusing to help.
We recommend visiting this U.S. government site for filing consumer complaints, which offers information about complaints to:
- Your consumer protection agency
- The Better Business Bureau (BBB)
- The Federal Trade Commission (FTC)
- Your State Attorney General
- Econsumer.gov if the purchase was with a foreign merchant
We know disputes are not fun. Hopefully, one of these options can help you resolve yours.