If you think a transfer on your BlackOak account is wrong, or you did not make it, tell us at once. Call us at (877) 752-6253, Monday to Friday, 9:00 a.m. to 8:00 p.m. Eastern (you can leave a voicemail at any time, and a voicemail counts as telling us), or use Get help in the BlackOak app.
In case of errors or questions about your electronic transfers
Use the App, call us or write to us as soon as you can, if you think your statement or receipt is wrong or if you need more information about a transfer listed on it. We must hear from you no later than 60 days after we made available to you the FIRST statement on which the problem or error appeared.
- Tell us your name and the email address on your Account.
- Describe the error or the transfer you are unsure about, and explain as clearly as you can why you believe it is an error or why you need more information.
- Tell us the dollar amount of the suspected error.
If you tell us by telephone or in the App, we do not require you to send your complaint or question in writing. We will determine whether an error occurred within 10 Business Days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will credit the amount you think is in error within 10 Business Days, so that you will have the use of the money during the time it takes us to complete our investigation. For errors involving new accounts, we may take up to 90 days to investigate and up to 20 Business Days to credit the amount. Your Account is a new account for the first 30 days after the first transfer to it. Because your Account does not hold a balance, we send any credit to your Linked Bank Account.
We will tell you the results within three Business Days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation. If we gave you a provisional credit and decide there was no error, we will tell you the date and the amount before we reverse it.
The full terms are in Part Four of the BlackOak Commerce Buyer Account Agreement.