Complete a Card Dispute FAQ

Video | Guide

I have fraud on my debit/credit card how do I report it?
You will need to call us at 866-723-7328 to close your card to prevent additional fraud charges and to have a new card reissued.

You will need to log into Online Banking> Tools & Requests>Dispute Card Transactions and complete the form. Please provide as much detail as possible-this will help expedite the dispute process.

Once you submit your form, within 1 business day, you will receive a secured message acknowledging the receipt of your dispute with additional information explaining the process.

In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transactions appeared.

I do not agree with charges posted to my account, what do I need to do?
If you participated in the transaction(s), we will not need to close your card.

Please contact the merchant in question and do your best to resolve the discrepancy. The dispute may not be honored by the merchant, if they are not contacted and given the ability to resolve the issue.

You will need to log into Online Banking> Tools & Requests>Dispute Card Transactions and complete the form. Please provide as much detail as possible-this will help expedite the dispute process. If you have any documentation that would be helpful to your case, please note this in the comments section of the form. You will be able to upload copies using secured messaging.

Once you submit your form, within 1 business day, you will receive a secured message acknowledging the receipt of your dispute with additional information explaining the process.

In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transactions appeared.

I was overcharged for a purchase what should I do?
You will need to log into Online Banking> Tools & Requests>Dispute Card Transactions and complete the form. Please provide as much detail as possible-this will help expedite the dispute process. If you have any documentation that would be helpful to your case, please note this in the comments section of the form. You will be able to upload copies using secured messaging. Receipts may be required by the merchant’s bank for reimbursements.

Once you submit your form, within 1 business day, you will receive a secured message acknowledging the receipt of your dispute with additional information explaining the process.

In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transactions appeared.

I don’t recognize a transaction that has posted to my account, what should I do?
If there is a phone number or website in the merchant description, please call the number to speak with the merchant or visit the site to see if you can get more information about the purchase.

If it is a merchant that you have used in the past, please contact the merchant to see if the item is part of a subscription or service agreement that you have.

Reflect on your activities for the day of the charge, did you visit an event that had individual sellers that may visiting from other areas?

If you still do not recognize the transactions, you will need to log into Online Banking> Tools & Requests>Dispute Card Transactions and complete the form. Please provide as much detail as possible-this will help expedite the dispute process. If you have any documentation that would be helpful to your case, please note this in the comments section of the form. You will be able to upload copies using secured messaging. Receipts may be required by the merchant’s bank for reimbursements.

Once you submit your form, within 1 business day, you will receive a secured message acknowledging the receipt of your dispute with additional information explaining the process.

In order to preserve your rights, you MUST submit your dispute documentation within 60 days of the date of the statement that the transactions appeared.

I filed my dispute, what if I have changes or questions about it?
Please send a secured message with your questions; you will receive a reply within 1 business day. You will need to be logged into Online Banking to retrieve your response.
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