Your card account was charged for the same transaction twice. You are expecting a credit. You never received a credit for merchandise and/or service. You may be asked to provide a credit slip and/or proof of return. Note: A merchant has 30 days from the date of return to post a credit to your card account. You were charged for a cancelled. In the middle of the exact same thing right now with 2 US Bank Visa cards purchased at Kroger. My cards were sealed and the flap over the bar code was intact. Mine were of the variable load variety and the last 4 digits of the cards were very close to each other.
To dispute a transaction, please download and complete the Dispute Form.
If you wish to dispute a transaction on your card account, you should always first try to resolve your dispute with the merchant. If that doesn't work, click here to download a Cardholder Dispute Form.
Please sign and complete this form then send it to us using the email address below. For faster resolution of your claim we encourage you to email or respond to emails with this information. Email responses will link your documentation back to your case if one has already been opened. You can also mail or fax if you don’t have an email account.
My Visa Gift Card Was Hacked
ATTN: Cardholder Dispute Services:10615 Professional Circle, Ste 102
Reno, NV 89521
Fax: 1-623-399-1301
Email: dispute.support@bhnetwork.com
My Visa Gift Card Was Hacked May
Please send us your form, along with all supporting documentation, as soon as possible. We need to receive it within 60 days of the date of the disputed transaction(s).
For any questions please contact the number on the back of your card.
For your convenience, we have provided some common dispute reasons and definitions below.
Click on the button below to download a Cardholder Dispute Form.
| Dispute Type | Description |
|---|---|
| You were charged for the same transaction twice. | Your card account was charged for the same transaction twice. |
| You are expecting a credit. | You never received a credit for merchandise and/or service. You may be asked to provide a credit slip and/or proof of return. Note: A merchant has 30 days from the date of return to post a credit to your card account. |
| You were charged for a cancelled transaction. | You cancelled a reservation, transaction, or recurring transaction and your card account has been charged. No credits have been applied. Note: A cancelled recurring transaction may only be disputed if it has posted to your card account after the cancellation date. |
| You haven't received service/merchandise. | You ordered a service or merchandise that was never rendered/delivered, but your card account was charged. |
| You received time/date sensitive service/merchandise too late. | You ordered a service or merchandise for a specific time/date and it was delivered after that time/date, which was too late for its intended purpose. |
| You were overcharged. | The charge on your card account is higher than the amount shown on your sales receipt. Note: For disputes related to foreign currency conversion, please choose the 'Other' dispute type below. |
| You are dissatisfied with the quality of the service or merchandise. | You are dissatisfied with the quality of the service or merchandise received. Note: You may be required to provide supporting documentation as to the nature of the quality of the service or merchandise. |
| You paid for the service or merchandise by other means. | You used your Prepaid Card account as a guarantee and subsequently used another form of payment, but your Prepaid Card account was charged. Note: You may be required to provide supporting documentation to show your other means of payment. |
| You never authorized the charge. | You are confident there are charges on your card account that you, an additional cardholder or authorized user, did not authorize. Note: Business establishments may use their corporate name and/or address, which can be different from their public name and/or address. |
| Other | For all other dispute types. |
| Frequently Asked Questions | |
|---|---|
| When will I receive my replacement card? | Card replacements may take 7-10 business days, from the date it was replaced, to be received. |
| What do I do if there is a pending transaction? | Pending transactions can take up to 10 days to process. We highly recommend to check your transaction history online to confirm the transaction(s) have posted or are no longer reflected on your account after this time frame. We cannot assist you unless a transaction has posted. |
| What if a transaction has posted to your account but was declined at the merchant? | You must attempt to resolve with the merchant directly. If the merchant is not able to resolve the issue for you, you may file a dispute by downloading a dispute form and following the instructions on how to submit a complete form from the dispute transactions section of this site. You may also contact customer service for assistance. |
Prepaid gift cards make popular presents and no-brainer stocking stuffers, but before you purchase one be on the lookout for signs that someone may have tampered with it. A perennial scam that picks up around the holidays involves thieves who pull back and then replace the decals that obscure the card’s redemption code, allowing them to redeem or transfer the card’s balance online after the card is purchased by an unwitting customer.
Last week KrebsOnSecurity heard from Colorado reader Flint Gatrell, who reached out after finding that a bunch of Sam’s Club gift cards he pulled off the display rack at Wal-Mart showed signs of compromise. The redemption code was obscured by a watermarked sticker that is supposed to make it obvious if it has been tampered with, and many of the cards he looked at clearly had stickers that had been peeled back and then replaced.
“I just identified five fraudulent gift cards on display at my local Wal-Mart,” Gatrell said. “They each had their stickers covering their codes peeled back and replaced. I can only guess that the thieves call the service number to monitor the balances, and try to consume them before the victims can. I’m just glad I thought to check!”
The top two gift cards show signs that someone previously peeled back the protective sticker covering the redemption code. Image: Flint Gatrell.
Kevin Morrison, a senior analyst on the retail banking and payments team at market analysis firm Aite Group, said the gift card scheme is not new but that it does tend to increase in frequency around the holidays, when demand for the cards is far higher.
“Store employees are instructed to look for abnormalities at the [register] but this happens [more] around the holiday season as attention spans tend to shorten,” he said. “While giftcard packaging has improved and some safe-guards put in place, fraudsters look for the weakest link and hit hard when they find one.”
Gift cards make great last-minute gifts, but don’t let your guard down in your haste to wrap up your holiday shopping. There are so many variations on the above-described scheme that many stores have taken to keeping gift cards at or behind the register, where cashiers can more easily spot customers trying to tamper with the cards. As a result, stores that take this basic precaution may be the safest place to purchase gift cards.
Update, Dec. 20, 7:30 a.m. ET: Mr. Gatrell just shared a link to this story, which incredibly is about another man who was found to have bought tampered gift cards in the very same Wal-Mart where Gatrell found the above-pictured cards.
That story includes some other security tips when buying and/or giving gift cards:
When purchasing a gift card, pull from the middle of the pack because those are less likely to be tampered with. Also, get a receipt when buying the card so you have proof of the purchase. Include that receipt if you give the card as a gift. Finally, activate the card quickly and use it quickly and keep a close eye on the balance.