What's a transaction dispute?
Disputing a transaction is a process in which you question or contest the accuracy of a credit card transaction that been posted to your account. 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
Log in to be directed to the Transaction page, or begin by logging into your account at Fidelity.com, navigate to your Manage cash and card page and click the View transactions button under your current balance.
If you still have questions, please call 888-551-5144.
How to file a dispute
Step 1: Verify the charge is posted and not pending by selecting View transactions from your Manage cash and card page.
Step 2: 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 3: Contact the merchant to request a refund, report a problem, or research the nature of the charge.
Step 4: To file a dispute online, locate the transaction by selecting View transactions from your Manage cash and card page. Select the transaction to expand the details, then select Dispute this transaction.
Step 5: 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 up on a dispute already filed, 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.
Should you file a dispute if you suspect fraud?
No, typically a dispute is related to a recognized transaction. Please call Cardmember Service to discuss any fraud concerns, especially if the following apply:
- Transactions are present that you do not recognize.
- You've responded to a fraudulent email, letter, text or phone call, and provided account information.
- You responded to what appears to be a valid email or text alert and have questions.