For refunds, card cancellations, credit/debit card disputes and charge backs, customers can call Member Services Monday through Friday, 9 a.m. to 8 p.m. and Saturday from 10 a.m. to 3 p.m. Eastern Standard Time. The Terms and Conditions document notes that this is the only way to get refunds.
The company's fax number is for sending police reports regarding fraudulent activities on Horizon accounts. Customer Advocacy representatives respond to additional problems and customer service complaints. Representatives take calls Monday through Friday from 9 a.m. to 5 p.m. Eastern Standard Time.