Disputing an unauthorized transaction

If you notice an unauthorized transaction on your account, please take the following steps right away. Someone may be in possession of your card, or may have wrongfully obtained your card details from a compromised source, so taking action quickly to prevent the possibility of further theft is important.

Step 1: Replace or Freeze your card to make in unusable for further purchases. If you're certain that your card or card information has been stolen, you can initiate the card replacement process in order to immediately cancel your existing card. To do this, navigate to the 'Manage Card' menu in the Sparrow mobile app or website, and select 'Replace my card', and then "Card is lost'. If you're unsure whether your card was stolen and would like additional time to determine whether the recent account activity is legitimate, you can temporarily freeze your card by navigating to the 'Manage Card' menu and toggling the 'Freeze my card' switch to 'on'.

Step 2: Initiate a Dispute on the unauthorized transaction(s). Disputes must be submitted over the phone, so give us a call at your first convenience so that we may assist you with this process. You can reach us at 1-800-839-9797, we're available 24/7. Please be prepared to provide as much information as possible related to the disputed transaction(s), including the current or last known location of your card, whether you know how the transaction may have occurred, and if you recognize anything about the transaction. After you've submitted your dispute claim over the phone, you will also receive a questionnaire via email that must be completed for each disputed transaction.

Step 3: Update stored card information. When your card is replaced, it will have a different card number. If you've stored your card number on file with any merchants or for any recurring subscriptions, you should update this information. Your new card number will appear on your virtual card within the Sparrow mobile app right away. You'll receive your new card in the mail in roughly two weeks.

Step 4: Await completion of the dispute case. Processing of your dispute claim may take up to 90 days. The disputed amount will be removed from your balance during this time, and you will not be required to make payments for this amount. However, your available credit will not be updated to reflect the removal of the disputed balance until the case has been fully processed.