Help & Support
Dispute a Transaction
If you need to dispute a debit or credit card transaction, including ATM withdrawals conducted at non-Pelican ATMs, have your card number ready and follow these steps:
- Contact the Merchant: A majority of billing errors can be resolved in the most efficient manner by contacting the merchant directly. Should the merchant be unwilling or unable to correct the transaction, or if you do not recognize the charge, we’re here to provide additional assistance.
- Prepare and File: Before initiating your dispute, gather all supporting documentation, such as receipts, proof of return, copies of communication with the merchant, or any other information relevant to your dispute case. Call 888-330-1011 to begin the process.
- Keep in Touch: Our team may require further details from you and reach out to you directly. It is crucial to promptly review and respond to their message.
For any other dispute type, please message us in MyPelican or text us at 1-844-916-1956.
- When will I be reimbursed for my disputed charge? You will receive communication within 15 days of the day your dispute was filed, letting you know whether we will be able to reimburse you or not.
- May I keep my current card? In situations where there was a billing error, you'll be able to keep your card. In cases of fraudulent or unrecognized charges, your card must be blocked immediately. A new card and number will be issued to you prevent to further unauthorized charges.
- What can I expect after filing a dispute? We may need additional information about your transaction while we conduct our investigation. Please be on the lookout for communication from us and respond as soon as possible.
- How long does the dispute process take? The process may take between 60 to 120 days. If the dispute is found in your favor, you'll receive communication that your case has been closed and the provisional credit will remain in your account permanently. If we receive a merchant response with supporting evidence that the charge was legitimate, we will send a copy for you to review. If this occurs, you can respond and send additional information to us for further review.
Ways to reach us:
For the quickest response, our digital channels offer quicker solutions.
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