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Transaction disputes fall into three main categories:
  1. Fraudulent Transactions: charges on lost or stolen cards, and unauthorized charges by unidentified third parties on a card that’s in the cardholder’s possession
  2. Dispute of Charges for Goods and Services, Where the Charges Are Not Fraudulent
  3. Unauthorized Purchases by Cardholder
Fraudulent Transactions: charges on lost or stolen cards, and unauthorized charges by unidentified third parties on a card that’s in the cardholder’s possession There are two basic forms of fraudulent transactions that are possible against a PEX card:
  1. Lost or Stolen Card
    • If a PEX card is lost or stolen, then an unidentified third party — someone other than the cardholder — might make charges on that card
    • By definition, those charges (transactions) are fraudulent
  2. Unauthorized Third-Party Charges
    • A cardholder may have the PEX card in his/her possession, but an unidentified third party might make unauthorized charges against the card
    • By definition, those charges (transactions) are fraudulent
If you or the cardholder discover fraudulent transactions on a PEX card:
1
Block the card immediately
2
Notify PEX Customer Services immediately that there appear to be fraudulent transactions on the card by calling PEX at +1 866-685-1898 (Admins) or +1 866-685-0898 (Cardholders)
3
Give PEX Customer Services the following information:
4
  1. The cardholder’s name
  2. The last 4 digits of the cardholder’s 16-digit card number
  3. The cardholder’s email address
5
PEX Customer Services will issue a new card for the cardholder
  1. Provide preferred shipping address and shipping method
    1. Standard - First Class Mail, Free, 10-15 business days, no tracking
    2. Priority Mail - $10 fee, 4-8 business days, tracking included
    3. Expedited Delivery -  $55 fee, 5 business days, tracking included
    4. Rushed Delivery - $70 fee, 4 business days, tracking included
6
PEX Customer Services will send an Affidavit to the cardholder listing the disputed transaction(s), with a copy to the Administrator
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The cardholder then must:
  1. Review the transaction(s)
  2. Fill in questions 1-3
  3. Select the best response for the second part of the form (check 1 for Fraud, check 2 for a Merchant dispute) and the correlating sub reason.
  4. Sign and date the Affidavit
  5. Send everything to PEX Customer Services at adminsupport@pexcard.com within the time stamp indicated in the upper right corner of the form
8
PEX Customer Services will confirm to the cardholder and to the Administrator:
  1. That PEX Customer Services received the signed Affidavit and cardholder identification
  2. That the dispute resolution process has begun
Note:It is required that the card be replaced or closed before PEX can move forward with the dispute process.
It is essential to comply with all required steps, including providing all required information to PEX Customer Service so that the dispute resolution process can move forward.
  • Disputes may take 30-90 days to close, due to Visa’s merchant response guidelines
  • Once the dispute process has completed, an email will be sent from the PEX Fraud Dept. of the final outcome.
2. Dispute of Charges for Goods and Services, Where the Charges Are Not Fraudulent To dispute a merchant transaction where there is a problem — e.g., duplicate charges for the same item/event, non-delivery of goods — but no fraudulent charges by an unidentified third party, follow these steps:
1
It is not necessary to block or replace the card
2
Notify PEX Customer Services that there are disputed transactions on the card by calling PEX at +1-866-685-1898 (Admins) or +1 866-685-0898 (Cardholders)
3
Provide the following information:
  1. The cardholder’s name
  2. The last 4 digits of the cardholder’s 16-digit card number
  3. The cardholder’s email address
4
PEX Customer Services will send an Affidavit to the cardholder listing the disputed transaction(s), with a copy to the Administrator
5
The cardholder must:
  1. Review the disputed transactions
  2. Sign the Affidavit
  3. Include a register receipt(s), postal confirmation, and all correspondence with the merchant in question
  4. Send everything to adminsupport@pexcard.com within the time stamp indicated in the upper right corner of the form
6
PEX Customer Services will confirm to the cardholder and to the Administrator:
  1. That PEX Customer Services received the signed Affidavit and additional documentation
  2. That the dispute resolution process has begun
Note:It is essential to comply with all required steps, including providing all required information to PEX Customer Service so that the dispute resolution process can move forward.
  • Disputes may take 30-90 days to close, due to Visa’s merchant response guidelines
  • Once the dispute process has completed, an email will be sent from the PEX Fraud Dept. of the final outcome.
3. Unauthorized Cardholder Purchases — Employee Theft of Funds PEX recognizes only unauthorized transactions by an unidentified third party — not transactions by the cardholder — as fraudulent transactions. Consequently, if a cardholder makes unauthorized purchases using the PEX card, then these transactions must be addressed by the business and reported to the proper authorities. PEX is unable to submit a dispute for unauthorized purchases by employees, or for employee theft.
Last modified on April 22, 2026