If you see an unrecognized, unauthorized, or fraudulent charge on your debit card, here is what to do next:
- Double check to ensure you do not recognize this charge, and if not, contact us immediately and within 60 days of the charge appearing on your statement: card@lvl.co or (213) 652-9722
- In the LVL app, you can find the transaction listed and tap on it to expand more details, or find it on your monthly statement for more details. In many cases, working directly with a merchant can resolve an issue within days, while banks can potentially take weeks. If you still do not recognize the charge, and cannot resolve with the merchant, please reach out to us immediately by email or phone: card@lvl.co, (213) 652-9722
- In your message, you must include your name and account number, and the date and amount of the transaction.
- LVL will confirm receipt and details on this transfer immediately, and begin an investigation.
- LVL will then respond within 10 business. During this time, you may receive a provisional credit for the funds while the investigation continues, of which you will be notified. If a credit is given, the investigation may last up to 45-90 days. You have full use of the provisional credit during this time. If no credit is given, your issue will be resolved within 10 business days.
- You will be notified once the investigation is complete, and of the outcome.
- If LVL determines an error occurred, the disputed amount will be returned to you, unless already granted in a provisional credit.
- If LVL determines no error occurred, the disputed amount will not be returned to you, and any provisional credit applied will be debited. You will be notified and have full use of the credited funds for 5 business days before being debited.
- You then have the right to request documentation that LVL used to conduct the investigation.
In the event that your account experiences an unauthorized or fraudulent charge, you have certain rights and protections that LVL will ensure are met. These protections are outlined by the Federal Reserve Board in Regulation E. There are requirements on the consumer on how quickly they need to notify the institution and what information they must provide, and how quickly the institution needs to act and what steps to take. This can get rather complicated. LVL greatly respects these rights and protections, and here we have simply and plainly laid out your rights, obligations, and how we will investigate the issue. Please reach out to us with any questions or concerns: card@lvl.co or (213) 652-9722
FAQs:
How Do I stop or cancel a charge?
- The fastest way is by contacting the merchant.
How long do I have to dispute a charge?
- You have 60 days from when you receive a statement that shows this charge.
How long does it take to resolve a dispute?
- This depends on the type of dispute and the merchant. It may be resolved within 10 business days, or potentially go as long as 45-90 business days, but not longer. If it takes longer than 10 business days, you will be granted a provisional credit for the funds. You will be notified of next steps throughout the process.
What is a provisional credit?
- If an investigation will take longer than 10 business days, you will receive a provisional credit for the disputed amount. The investigation may then continue for up to 45 or 90 days. You have full use of these funds during this time. If the investigation concludes that an error occurred, you will keep these funds. If the investigation concludes that no error occurred, you will be notified and have full use of the funds for 5 business days, before they are debited.