Disputing a transaction
If you believe there's an error with a transaction on your Fidelity® Rewards Visa Signature® card, this page will give you some options designed to help investigate and try to resolve it. The first step is to review any transactions you think may be problematic.
If you notice a transaction you don't recognize or didn't authorize, you may follow the steps below to initiate a dispute online. This will submit a fraud claim. You can also reach out to Cardmember Service at 888-551-5144 to discuss the situation so we can help you review your account for potentially fraudulent activity and help you decide on the best course of action.
What's a transaction dispute?
Disputing a transaction is a process in which you question or contest the accuracy of a credit card transaction. For instance, you may feel the amount is incorrect, or that the merchant didn't fulfill the terms and conditions of your purchase.
Filing a dispute is different than requesting a refund. If you're looking to get your money back from a seller because you no longer want an item, have a change in plans, or are not satisfied with the seller's merchandise or service, you should request a refund directly from the seller or merchant. Elan cannot issue a refund on behalf of a merchant.
If you file a dispute, Elan will ask the merchant to review the disputed charge and its associated terms and conditions. These are usually the same terms and conditions you agreed to when you made the purchase.
How to research your transaction details
You can view your transactions and transaction details on the credit card summary page. You can scroll or search to find a specific transaction. Select the transaction to expand the details.
If you still have questions, please call 888-551-5144.
How to file a dispute
Step 1: Should you have any authorized users or joint owners on the account, be sure to check with them to see if they recognize the charge.
Step 2: Contact the merchant to request a refund, report a problem, or research the nature of the charge.
Step 3: To file a dispute online, go to your transactions on the credit card summary page. Select the transaction to expand the details, then select Dispute this transaction.
Step 4: Follow the prompts to detail whether or not you recognize the charge, why you're disputing the charge, detail any contact you've had with the merchant, and how you want to be contacted.
If you need help filing a dispute, please call 888-551-5144.
What happens when you file a dispute?
Whether you file a transaction dispute online or over the phone with Cardmember Service, you'll be asked a series of questions to help better resolve your inquiry. Some disputes are solved very quickly, while others can take additional time while Elan works with the merchant to research your case. While a provisional credit may be applied to your account while the case is researched, please note that this credit is temporary and may be moved to a permanent credit or reversed based on research findings. You'll be provided with updates via Cardmember Service alerts and/or letters.
To check on a dispute already filed, you can select 'View' Status dashboard from the card management page or call 866-729-8984.
What to do if a dispute is reapplied to your account?
If a provisional credit that had been applied to your account at the time of your initial dispute is reversed, you'll receive a letter notification of this decision.
If you feel that your dispute was incorrect and you have further information to add to your initial dispute, you can resubmit your dispute, or call 866-729-8984.
What is the difference between a dispute claim and a fraud claim?
A dispute is a transaction completed by you, or someone you authorize, but was posted to your account incorrectly. For example, the transaction may have posted twice, for the wrong amount, or you canceled the transaction but did not receive a credit. A claim is considered fraud when the transaction is done by someone other than you or someone you’ve authorized without your permission. For example, someone uses your card after it was lost or stolen.
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