How can I obtain a refund for a disputed transaction?

In the case of an unauthorized transaction (purchase or withdrawals), it will be necessary to contact the BB Americas Bank Prepaid Card Client Support Center to dispute the transaction and, if the unauthorized transaction is confirmed, obtain a refund of the amount.

During your call, our agents will inform you of the documentation necessary to open your dispute, and will send you a form that must be filled out and returned to us within 10 days. Upon receiving the form within the required time frame, the Bank will apply a temporary credit to your Prepaid account. An investigation will be initiated with MasterCard and the settlement will be completed within a 90-day period. If the investigation determines that there was fraudulent activity in your account, the previously-applied temporary credit will remain, as a refund for the disputed transaction.