Card Disputes & Fraud
There are times when charges for your debit card may show up on your statement and you don’t know why. Sometimes these charges are due to fraud, but sometimes not. To assist you with making the decision about whether you should dispute a charge or make a fraud claim, please review the following information.
A cardholder dispute occurs when you have a disagreement with a merchant about a charge they made to your debit card. The following are examples of disputes:
- You cancelled a transaction with a merchant, but the merchant charged you anyway; for example, you used your debit card to reserve a hotel room, but cancelled with the hotel and got charged anyway
- You purchased an item with your debit card and later returned the item to the merchant, however your card was never credited back
- You were charged twice for the same purchase
- You attempted to withdraw funds at an ATM, but for some reason the cash was not disbursed from the machine (most likely due to malfunction), but your account was debited anyway
- You used your card to “hold” a purchase, then paid for the goods or services by other means but were charged on your card anyway
- What was supposed to be a credit transaction to your account was inadvertently posted as a debit transaction
- You were charged an incorrect transaction amount, for example $100 instead of $10
- You have an issue with the quality of goods or service provided.
Click here for help to determine if it is a Dispute or Fraud
What we need from you in order to process your cardholder dispute:
- All documentation supporting the transaction and your attempt to first work out the dispute with the merchant (e.g.: receipts, letters to/from the merchant, etc.).
Timely notice is critical! You must notify us within two (2) business days of the date you first become aware of the fraudulent activity.
Failure to notify us within two (2) business days increases your liability to $500. If you do not notify us within sixty (60) days of when the fraudulent transaction appeared on your statement, you are liable for the entire amount of the fraudulent transaction.
What we need from you in order to process your fraud claim:
Note that our policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E.
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