How do I dispute a card transaction in digital banking?
Duplicate charge or transaction
If you need to dispute a duplicate charge or transaction made to your Visa® debit or credit card, we recommend you first contact the merchant for an explanation or refund. If your issue was not resolved by the merchant, please contact us to dispute the transaction.
Fraudulent/unauthorized charges
If you wish to dispute a fraudulent transaction made with your Visa® debit card or Visa credit card, you may do so using one of the following options:
- Follow the steps below to file the dispute through digital banking
- Call our Member Service Center at 1 (800) 479-7928
- Visit a branch
Mobile
If you're using a mobile device, follow the steps below. For computers, go to the desktop steps
From your home screen, tap the menu at bottom right and select Card Disputes.
.png)
Review the instructions for disputing card transactions and select Start Claim.
Select the card the transaction occurred on and tap Continue.
Select the transaction you wish to dispute and tap Review.
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.
Answer each question in the questionnaire honestly, and select Submit Claim.
You’ll see a confirmation screen with your claim number.
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.
Desktop
If you're using a computer, follow the steps below. For mobile devices, go to the mobile steps
At the top of your dashboard, tap the 3 dots and select Card Disputes.
.png)
Review the instructions for disputing card transactions and click Start Claim.
.png)
Select the card the transaction occurred on and click Continue.
Select the transaction you wish to dispute and click Review.
.png)
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.
Answer each question in the questionnaire honestly, and select Submit Claim.
.png)
Confirm that you want to submit the claim.
You’ll see a confirmation screen with your claim number.
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
