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The credit and debit card dispute process

If you wish to dispute a transaction made with your Visa debit card or Visa credit card, you may do so using one of the following options:

  • Log in to your online banking and from either the Manage Cards or Member Services menu, select Dispute a Card Transaction and follow the prompts. 
  • Call our Member Service Center at 1 (800) 479-7928
  • Visit a branch

We will ask you a series of questions related to the transactions to ensure that we have all the information we need to complete our investigation as quickly as possible. When the dispute questionnaire is complete, it will be assigned a claim number and submitted to our Card Security department for further review.

Once we have all the information needed to process your dispute, you may expect a provisional credit within two to four business days from the date your dispute was received. This timeframe may be extended if we require additional information, in which case we’ll send you a letter or email requesting additional information.

If you notice any unusual activity on your account, please notify us immediately at 1 (800) 479-7928 so we can block your card to prevent additional fraudulent charges. You can also block your card by logging in to online or mobile banking and using the Manage Cards menu to report a lost or stolen card.