If you have identified a potentially fraudulent ACH Pull in your Relay account, you can dispute the transaction directly within Relay. Read on to learn more.

An ACH Pull (also known as an ACH Debit) is an ACH transaction which is pulled out of your Relay account from a third party. This payment arrangement usually exists with credit card, utility, and mortgage companies. This can also be set up with other external parties to which you provide your Relay account and routing numbers so funds can be automatically pulled from your account when certain payments are due.

When can you submit an ACH Pull dispute?

You can only submit a dispute in-app for an ACH Pull transaction within 60 calendar days of the transaction settling.

After 60 days, you will no longer see the Dispute icon when you click on an ACH Pull transaction, and the transaction will no longer be eligible for dispute.

Who can submit an ACH Pull dispute?

Only business owners with Administrator permissions will have access to submit an ACH Pull dispute. This is because a signature is required to submit these disputes, and the signor must be an authorized user of the Relay account. 

How to submit an ACH Pull dispute

  1. Sign in to your Relay account on your desktop.
  2. On your Home tab, locate the transaction you wish to dispute. You can also locate the transaction by navigating to the Accounts tab and clicking on the checking account from which the payment was pulled.
  3. Scroll down to the bottom of the transaction details, then click Dispute Transaction.
  4. Select the reason for the dispute.
  5. Enter any additional information that may be required depending on the reason you've selected.
  6. Sign the authorization form by drawing your signature in the designated space, then click Submit request.

Dispute investigation timeline

It can take up to 5-10 business days to investigate an ACH Pull dispute. Once our banking partner has completed their investigation, we will contact you via email with next steps.

Will I get a provisional credit?

Provisional credit will be applied to eligible dispute cases within 5 business days. If you have any questions regarding your provisional credit, please contact our Customer Experience team

Do I have to close my checking account?

Whether or not the unauthorized transaction is successful (i.e., even if it fails because of insufficient funds), the best next step is to move the funds within that checking account into a new checking account, via an internal transfer. This is to ensure that your funds are protected from any further potential unauthorized pulls.

Instructions on how to close checking accounts can be found here, and instructions on how to create new checking accounts, with their own unique account numbers, can be found here

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