Disputes are an unfortunate reality of banking. We understand that dealing with disputes can be a frustrating and time-consuming process, but we're committed to making the process as easy and straightforward as possible for you.
Time frames and provisional credits
If you notice any unauthorized or incorrect transactions on your Oxygen account, it's important to file a dispute right away.
Regulation E governs the eligibility of your provisional credits, so if your dispute falls under that category and you've provided written confirmation for your dispute within 10 business days, you can expect the provisional credit by the end of the 10th business day.
For new accounts, however, if the error occurred within 30 days after the first deposit was made, provisional credit will be extended to 20 business days.
Our disputes team will notify you via email by the end of the 10th or 20th business day after you file the dispute. Please keep in mind it may take anywhere from 45 to 90 days for our disputes team to complete the investigation, so please check your email inbox regularly.
What is a provisional credit?
A provisional credit is a temporary refund that is provided while you wait for the final resolution of your dispute. Sometimes disputes can take up to 45–90 days to complete. Provisional credits can provide temporary financial relief during the dispute investigation process.
Filing a dispute
If your transaction is still pending, please wait for the charge to post to your account before filing a dispute. Once the transaction is settled, please email our disputes team at email@example.com with written confirmation, including the following details:
The subject line of the email:
Dispute written confirmation for [First Name] [Last Name]
The body of the email:
- Your name
- Account number
- Merchant name(s)
- Transaction date(s)
- Transaction amount(s)
- Reason for the dispute
- Any supporting documentation you think will help resolve the dispute in your favor
Please be aware that listing all disputed transactions together in one email will help our team resolve the dispute faster and more effectively.
Or, you can contact our disputes team at 866-287-7021 and press 3 when prompted. Our team is available every day from 10 a.m. to 6 p.m. EST (except holidays). We’re happy to guide you through the dispute process and answer any questions you might have.
My dispute was denied
If your dispute was denied and you have new information to provide, please email firstname.lastname@example.org with any new information. Our team will review your appeal request and respond via email.
It’s important to keep in mind that if your claim is denied, the provisional credit will be reversed and the corresponding amount will be debited from your account. We'll notify you if this happens.
I’d like to request the documentation used to deny my dispute
Please respond directly to the email received from our disputes team or email email@example.com to request documentation related to your dispute.
Please provide identifying information, such as the disputed merchants or total amount, so our team can identify your dispute. Alternatively, you can respond directly to the email you received from the disputes team regarding your denied dispute and request documentation in your response.
Getting in touch with Oxygen’s disputes team
If you have any questions or concerns about the dispute process, please contact our disputes team from 10 a.m. to 6 p.m. EST every day (except holidays) at firstname.lastname@example.org or 866-287-7021, and press 3 when prompted.
Our team is committed to providing you with the best possible support and service. We’re grateful you chose Oxygen, and we're here to help you through any disputes to ensure that your experience with us is a positive one.