Card Disputes
Card Disputes & Fraudulent Charges
If you see a charge you don’t recognize, follow these steps:
Freeze Your Card
If you think a charge may be fraudulent, freeze your card using Card Controls to help prevent additional charges. You can unfreeze your card at any time if you determine the transaction is legitimate.
Review the Charge
Log in to Online Banking or Mobile Banking and review the transaction details, including the merchant name, amount, phone number, or address. Check with anyone who has access to your card to confirm they did not make the purchase.
Contact the Merchant
Contact the merchant to try to resolve the charge first. Merchants can often correct or refund a transaction faster than a dispute. Keep a record of when and how you contacted them, along with copies of any emails, chats, or other correspondence.
File a Dispute
If you cannot resolve the charge with the merchant, you can file a dispute with the Credit Union. Determine whether the transaction is an error or fraud, then complete the appropriate dispute form and provide any supporting documentation available.
Is It an Error or Fraud?
To determine whether a transaction is error or fraud, check out the information below!
Error
An error involves a transaction you authorized, but something went wrong with the purchase or payment. Examples include a canceled subscription that continues to charge, an incorrect amount, a missing refund, duplicate charges, or a product or service you never received.
Fraud
Fraud involves a transaction you did not authorize. This could include a purchase at a business you never visited, someone using your card without permission, or another transaction you have reviewed and confirmed you did not make.
Prevention
The best way to take care of incorrect or fraudulent charges is to ensure they never happen! With online banking and mobile banking you can see transactions in real-time, find more information about individual transactions, and monitor your balances. Plus, with Card Controls, you receive real time notifications for transactions and can control when and where your card is used.
Always be cautious when giving out information. Only give your card information if you are 100% sure you are purchasing from an authentic vendor, and never give anyone your PIN.
Card Dispute FAQs
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To report a lost or stolen debit card, please call (865) 544-5400 or toll-free (800) 467-5427 and select option 4 during business hours or option 1 after hours.
To report a lost or stolen credit card, please call (800) 472-3272.
The only way to cancel a pending charge is to contact the merchant. Merchants can send a reversal to prevent the charge from clearing.
There are two ways to cancel automatic debit card payments. The first is contacting the merchant directly and having them stop the charge. The other way is to close out your current card and get a new one with a different number.
It can take up to ten business days to receive preliminary credit for a disputed purchase. Merchants can typically reverse a charge faster, sometimes even the same day, which is why we always recommend contacting them first.
When you file a dispute, any information you provide goes a long way to assist with your case. Any receipts, proof of cancellation, refund confirmation, or correspondence with the vendor should be attached to the dispute form.