When debit card charges show up on your statement and you don’t know why.
Debit Card Disputes and Fraud
Sometimes unfamiliar charges are due to fraud, but sometimes this is not the case. To assist you in making the decision about whether you should dispute a charge or make a fraud claim, we've developed this reference guide. Note that our policies and procedures for processing fraudulent and disputed transactions are governed by Mastercard® and the Electronic Funds Transfer Act, or Federal Regulation E, which is outlined in our Electronic Services Agreement and Disclosure.
Determining Point of Sale Disputes or Fraud
Please read the following information carefully. Filing a claim incorrectly will result in a delay of our investigation.
If you deliberately made a transaction that doesn’t appear correct on your account, you should first attempt to resolve the dispute with the merchant. If you are unsuccessful at resolving the dispute with the merchant, please complete Point of Sale Purchase Error Resolution Form
, along with documentation showing your attempts to work with the merchant. Once we receive the completed form, we will submit the dispute on your behalf to Mastercard. Mastercard will make a final determination as to whether we can charge back the transaction to the merchant for your purchase. If we can charge back the transaction, you will be reimbursed for the purchase. However, if we cannot charge back the transaction, you will not be reimbursed.
If a transaction posted to your account that you did not authorize and can answer 'no' to the below questions, it is considered fraud and should be reported as such.
- Do you know who made the transaction using your debit card?
- Is the transaction a result of you signing up for a 'free trial' on the Internet; however, it required you to use your debit card to pay for 'shipping only' or another similar charge?
- Did you voluntarily give your debit card number to anyone over the phone, provide it on a mailed form or email, or enter it on an Internet website?
- Did you give or loan your debit card to anyone?
Timely notice is critical for fraud claims. You must notify us at 888.336.2700 during normal business hours or 833.448.0024 after hours within two (2) business days of the date you first become aware of the unauthorized transaction or the loss or theft of your card so we may close the card and prevent further unauthorized activity. Failure to notify us within two (2) business days may increase your liability to $500. If you do not notify us within sixty (60) days of when the unauthorized transaction appeared on your statement, you are liable for the entire transaction amount.
Unauthorized ATM Transactions
If you believe someone used your Debit or ATM card and PIN to complete an ATM withdrawal without your knowledge or permission on your account, complete the ATM Transaction Statement of Fraud Form. This form must be completed by the person whose name appears on the card, and the card with the suspected fraudulent activity must be closed. Please call us at 888.336.2700 during normal business hours, or 833.448.0024 after hours to close your card. This will prevent any further transactions on this card.