If you believe an error has been made or have questions about your Account, call the Customer Service number on the back of your Card or write to us at the address below. To make a claim or inquiry, you must contact us within 60 days of whichever of the following occurred first:
- The date the first written Account history was sent to you that contained the incident in question.
- The first date you electronically accessed your Account after the incident in question occurred. See Cardholder Agreement for further details.*
What to include when contacting us regarding an error
- Your name
- Your Card number
- A description of the error you are making a claim or inquiry about (please include as much information about the situation as possible)
- The date and dollar amount of the suspected error
If you call Customer Service, you may be required to send us your complaint or question in writing within 10 business days to receive a provisional credit.
What will happen next
We are able to process most requests within 10 business days; however, the investigation may take up to 45 days for existing Accounts or 90 days for new Accounts, point-of-sale transactions, or foreign-initiated transactions. If more than 10 business days are needed, we will credit your Account within 10 business days for the amount in question (may take up to 20 business days for new Accounts). If you've been asked to put your complaint or question in writing and it is not received it within 10 business days, your Account may not be credited.
If upon the completion of the investigation the claim is found to be valid, the amount in question will be credited to your Account or the amount will remain in your Account if your Account was already credited. If no error found, we will send you a written explanation and your Account will not be credited, or the credit will be removed. You may ask for copies of the documents that we used in our investigation. We will inform you of the results within three business days of completing the investigation.
For more information about error-resolution procedures, call the toll-free number on the back of your Card.
Money Network Cardholder Services
2900 Westside Parkway
Alpharetta, GA 30004