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How to Dispute a Transaction

A transaction dispute happens when you disagree with a transaction that’s been charged to your account as the result of an error or a disagreement between you and the merchant.

Before you file a transaction dispute, you must first contact the merchant and try to resolve the issue directly with them. If you can’t resolve the dispute with the merchant, contact us 15 days after contacting them.

It’s a good idea to double check that the transaction is indeed incorrect. If you’re unsure about a transaction, you can double check your transaction details in your online banking account by selecting the arrow next to the transaction to expand it. Don’t have an account? Sign up now.

Here are some examples of common unexpected transactions:

  • The transaction was a trial offer you signed up for, but you weren’t made aware of the specific amount or frequency of the charge once the trial period has ended. If this is the case, contact the merchant directly
  • The transaction is a recurring charge (for example, it appears monthly or annually). If you disagree with the recurring charge, contact the merchant
  • The transaction was made by an authorized user without your knowledge. Check with your authorized users directly

Keep all of the documents or merchandise supporting the disputed charge. If a transaction dispute still exists after you’ve contacted the merchant, you can file a dispute by contacting us.

Once you’ve filed a transaction dispute, you can expect the following:

  • A temporary credit applied to your account within 15 days (if applicable) that will remain until the investigation is complete
  • If there wasn’t enough evidence to support your dispute of the charge, your credit will be removed and you’ll receive a letter explaining this rebill as well as providing the merchant’s supporting evidence

Keep any dispute evidence you may have for at least 90 days.

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