Stash Learn

What do I do if I don’t recognize a posted transaction in my Stash banking account?

Contact us immediately at (800) 205-5164 for any of the below reasons:

  • You think your Stash Stock-Back Card1 (your debit card) or PIN has been lost or stolen.
  • Your in-app or web transactions are not correct, any transaction discrepancies, and/or your banking statement shows any transactions that you do not believe you made.

 

You can also report unauthorized use in the app or on the web (check out the steps here). You cannot report unauthorized use via email. 

 

Please have the following information ready in order to report the suspected error to us:

  1. Your name as it appears on the account.
  2. Your account number.
  3. The dollar amount of the suspected error.
  4. A description of the transaction you are unsure about, why you think it is an error or why you need more information.
  5. Any additional supporting documentation related to the error is helpful (receipts, emails, cancelation notices, etc.).

 

Please be sure to check your statements for transactions you think you may not have made. You must report an unauthorized transaction that appears on a periodic statement within 60 days of the transaction first appearing on your statement to avoid liability for subsequent transfers.

 

We will determine whether an error occurred within 10 business days after the latter of both (1) we hear from you and you provide the required information and (2) the transaction in question has posted to your account. If we need more time to investigate, we may, at our discretion, credit your account (with a provisional credit), so you will be able to use the money at issue during the remainder of the investigation period.

 

Any provisional or final credits will be posted to your Stash banking account for your use. You have full use of these funds until our investigation is complete. If the dispute is resolved in your favor, the provisional credit will be permanent and the matter considered final. If we find that no error occurred, you will receive notification five business days before we remove the provisional credit from your account.

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