Contact us
| In Bricks | Help → start a support thread |
| support@joinbricks.co | |
| Phone | (628) 288-7396. Leave a voicemail; we call back within 1 business day |
| Members Collect, Inc., 1235 Delaplane Grade Road, Upperville, VA 20184 |
Bricks is operated by Members Collect, Inc.
How to make a complaint
Unhappy with your financial account, your spend card, a payment, a fee, onboarding or our service? Tell us. You can complain any way you contact us:
| In Bricks | Personal → Raise a complaint |
| support@joinbricks.co, with "Complaint" in the subject | |
| Phone | (628) 288-7396. Say you want to make a complaint |
| Members Collect, Inc., 1235 Delaplane Grade Road, Upperville, VA 20184 |
What happens next
| We confirm we have it | Right away, and always within 5 business days |
| We resolve it | Within 15 business days of when you sent it |
| If it takes longer | We tell you when to expect an answer |
| Your record | Kept on file. Track complaints you raise in Bricks under Personal |
How card disputes work
Dispute a card charge you don't recognize, or one where the merchant didn't deliver.
Before you dispute
| Charge still pending | Wait until it posts. Pending charges can't be disputed |
| Not received, canceled, not as described | Contact the merchant first. Keep a record of what you tried |
| Merchant refunded part | Dispute only the rest |
Fraud or something else
| Reason | What it means | Who files it in Bricks |
|---|---|---|
| Fraud | You didn't make or allow the charge | You, from your card |
| Not as described, not received, canceled, charged twice, other | You made the purchase, but something went wrong | You start it from your card, with what happened and your contact with the merchant. Your card manager checks it and sends it |
If you made the purchase but were tricked (a scam), it isn't fraud. Choose the reason that fits what happened.
Card used without your permission? Ask your card manager to freeze it in Bricks.
Time limit
| Most disputes | Within 110 days of the charge |
| Not received, canceled, not as described | Within 110 days of the expected delivery or cancellation date |
| Our advice | File as soon as you can. Late disputes are lost |
Filing
| Where | In Bricks: open the card, find the charge, choose Dispute this charge |
| What to include | The reason, the amount and what happened, plus the evidence asked for that reason |
| One chance | A dispute is submitted once. You can't add to it later |
What to expect
| How long | Usually 30 to 90 days |
| Outcome | Shown in Bricks on the dispute |
| Questions | support@joinbricks.co |
Unhappy with how a dispute was handled? That's a complaint. See How to make a complaint above.