Dispute Resolution

1. Overview

JHD Investment Group LLC (d/b/a "eWallet") is committed to fair and transparent dispute resolution. This policy outlines the procedures for disputing transactions, reporting errors, and resolving complaints related to your eWallet account.

Our dispute resolution process complies with:

• Regulation E: Electronic Fund Transfer Act protections
• NACHA Rules: For ACH transaction disputes
• Card Network Rules: Mastercard dispute procedures for card transactions
• State Consumer Protection Laws: Applicable state regulations

2. Types of Disputes

We handle various types of disputes and complaints:

Unauthorized Transactions

Transactions you did not authorize or approve:

• Fraudulent transfers or payments
• Account compromise or hacking
• Lost or stolen device transactions
• Identity theft-related charges

Error Resolution

Mistakes or errors in your account:

• Incorrect transaction amounts
• Duplicate charges
• Missing deposits or credits
• Incorrect account balance
• Failed transfers not reversed

Merchant Disputes

Issues with goods or services purchased:

• Products or services not received
• Items significantly not as described
• Canceled services still being charged
• Refunds not processed by merchant

Service Complaints

Issues with eWallet services:

• Account access problems
• Fee disputes
• Customer service complaints
• Technical issues causing financial loss

3. How to File a Dispute

You have multiple options to file a dispute:

In the eWallet App (Fastest)

• Go to Activity and select the transaction
• Tap Report a Problem
• Select the dispute reason and provide details
• Upload any supporting documentation
• Submit your dispute

Online Portal

• Log in at app.ewallet.app
• Navigate to Support → Disputes
• Complete the dispute form
• Attach relevant documentation

Phone

• Call 1-877-827-0995
• Select option for disputes/fraud
• Speak with a dispute specialist
• Follow up in writing within 10 days (we'll send you a form)

Email

• Send to disputes@ewallet.app
• Include your account information and transaction details
• Attach any supporting documentation

Mail

• Write to: eWallet Dispute Resolution, 830 Julie Rivers Dr, Suite 203, Sugar Land, TX 77478
• Include your name, account number, and contact information
• Describe the dispute and include transaction details

Required Information

When filing a dispute, please provide:

• Your name and account information
• Transaction date and amount
• Transaction ID (if available)
• Reason for the dispute
• Description of what happened
• Supporting documentation (receipts, screenshots, correspondence)

4. Investigation Timeline

Our dispute resolution follows strict timelines under federal regulations:

Filing Deadlines

• Unauthorized transactions: Notify us within 60 days of the statement date
• Error disputes: Report within 60 days of discovering the error
• Merchant disputes: File within 60 days of the transaction

Our Response Timeline

• Acknowledgment: Within 1 business day
• Investigation: Completed within 10 business days
• Extended investigation: Up to 45 days (provisional credit provided)
• New accounts: Up to 20 business days for investigation
• Written determination: Within 3 business days of completing investigation

Your Rights

During the investigation, you have the right to:

• Receive provisional credit (see below)
• Continue using your account normally
• Receive updates on investigation status
• Provide additional documentation
• Appeal the final determination

5. Provisional Credit

We provide provisional (temporary) credit under certain circumstances:

When Provisional Credit Applies

• Investigation takes longer than 10 business days
• Unauthorized transaction reported promptly
• Required documentation provided

Provisional Credit Amount

The provisional credit equals the disputed amount, including any fees charged as a result of the error.

Reversal of Provisional Credit

If we determine the transaction was authorized or no error occurred, we will:

• Notify you of our findings in writing
• Give you at least 5 business days notice before reversing the credit
• Provide documentation supporting our determination upon request

6. Resolution Process

Once our investigation is complete:

If Dispute Is Resolved in Your Favor

• The disputed amount becomes permanent credit
• Any related fees are refunded
• You receive written confirmation

If Dispute Is Not Resolved in Your Favor

• You receive written explanation of our findings
• Provisional credit (if issued) will be reversed
• You can request copies of documents used in our investigation
• You can appeal the decision within 10 days

Appeal Process

To appeal a dispute decision:

• Submit appeal within 10 days of receiving our determination
• Include new information or documentation supporting your claim
• Email to appeals@ewallet.app or call 1-877-827-0995
• Appeals are reviewed by a senior specialist within 5 business days

7. Escalation & External Resources

If you're not satisfied with our resolution, you have additional options:

Internal Escalation

• Supervisor Review: Request escalation to a supervisor
• Compliance Department: Email compliance@ewallet.app
• Executive Office: Write to the CEO at our corporate address

External Regulatory Agencies

You may file complaints with:

• Consumer Financial Protection Bureau (CFPB)
  consumerfinance.gov/complaint
  Phone: 1-855-411-CFPB (2372)
• Federal Trade Commission (FTC)
  reportfraud.ftc.gov
  Phone: 1-877-FTC-HELP (382-4357)
• Texas Department of Banking
  dob.texas.gov
  Phone: 1-877-276-5554
• Your State Attorney General
  Consumer protection division in your state

Arbitration

Per our Terms of Service, certain disputes may be subject to binding arbitration. Review our Terms of Service for details on the arbitration process and how to opt out.

8. Contact Information

Our disputes team is available to help:

• Phone: 1-877-827-0995 (option 3 for disputes)
• Email:disputes@ewallet.app
• Hours: Monday-Friday, 8am-8pm CT; Saturday, 9am-5pm CT
• Mail: eWallet Dispute Resolution, 830 Julie Rivers Dr, Suite 203, Sugar Land, TX 77478

For Urgent Fraud/Unauthorized Access

If you suspect fraud or unauthorized access to your account:

• Call our 24/7 fraud hotline: 1-877-827-0995 (option 1)
• We can immediately freeze your account to prevent further unauthorized activity
• Change your password and enable two-factor authentication