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 LVL immediately.
- 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, please reach out to us immediately.
- You should try to alert LVL of this transaction within 60 days of receiving a periodic statement that shows this transaction.
- If you do not report an unauthorized use that appears on a periodic statement within 60 days of when your periodic statement was made available to you, then you may be liable for the amount of each unauthorized transfer that occurs after the close of the 60 days and before you provide notice to us, unless the delay in notifying us was due to extenuating circumstances beyond your reasonable control.
- Contact LVL:
- Email: card@lvl.co (be sure to send this from your verified account email)
- Phone: (213) 652-9722
- Chat: In LVL mobile application with your LVL Banker
- Mail: 701 Brazos Street, Suite 500, Austin, Texas 78701
- Business Days: Monday – Friday 10AM-5PM Central
- In your message, you must include your name and account number, and the date and amount of the transaction. Please share any other details you have about this transaction.
- You can find your account number in the app, by going to the Checking screen, tap Banking > Account Info
- LVL will confirm receipt and details of this disputed transfer, and this will be investigated.
- LVL will then respond within 10 business days. 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 dispute will be resolved within 10 business days.
- You will be notified once the investigation is complete, and of the outcome.
- If an error occurred, the disputed amount will be returned to you. If granted a provisional credit, you will keep this credit.
- If no error occurred, the disputed amount will not be returned to you, and any provisional credit applied will be debited, of which you will be notified within 3 business days.
- If a provisional credit is debited, we will honor checks, drafts and similar paper instruments payable to third parties and preauthorized transfers against your account (based on this amount being charged back and the availability of other funds you have) for five business days from the date the credit is debited. Additionally, we will not charge you any fees if your account becomes overdrawn because of the deduction.
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 your dispute will be handled. 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, any provisional credit will be debited, and you will be notified on this.