Protect Your Account from Unauthorized Charges
Card Fraud & Dispute Guidance
Report fraud, file disputes, and protect your account with clear guidance.
Filing a Dispute
If you see a transaction on your account that you do not recognize or if you were billed for an item you never received, you will want to file a dispute. To expedite the process, analyze the transaction so you can give our team the most accurate information and ensure we can help you.
Is it Fraud or a Billing Dispute?
- Fraud: an unauthorized charge from a merchant you do not have a relationship with and to whom you never provided your card number.
- Billing Dispute: being overcharged for a product or service or not receiving a product or service you agreed to.
Disputes Can Be Stressful. We’re Here to Help.
If you spot a transaction you don’t recognize, it’s natural to feel concerned. Our step-by-step guidance makes the process easier to follow—so you can resolve issues quickly and with confidence.
Next Steps
Once you’ve filed your dispute, we will begin working on your behalf. Here’s an overview of what you can expect:
- We will require signed dispute forms and supporting documents within 10 business days to support our research.
- We may request additional and/or supporting documentation from you related to the dispute. Supporting documentation can include emails, letters, receipts, records of the time and dates that you spoke with the merchant and/or any communications with the merchant to try to resolve the issue.
- We’ll work with the merchant during the dispute investigation process.
- If we think it'll take longer than 10 business days to investigate your claim, you may receive a temporary credit for the amount in question.
- If the investigation results in the merchant being responsible and you received a temporary credit, that credit will become permanent and the case will be closed.
- If the investigation results in a finding that you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account.
A Few Important Notes
- Ensure you hang onto all of your documentation until your dispute is resolved.
- It can take up to 90 days for fraudulent transactions or up to 120 days for billing disputes to resolve the claim.
- International purchase disputes can take up to 210 days to resolve.
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Your Questions. Answered.
Frequently Asked Questions about Fraud
Learn how to protect your finances.
Who do I contact to freeze my credit card if it's stolen, or I lose it?
Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to Enable/Disable Card.
What affects my credit score?
A variety of factors impact your credit score including the number and severity of late payments, your total number of credit accounts and loans, the type and age of your accounts, the amount of credit you have utilized on your cards, total debt, the number of new credit accounts that you have recently opened, and the number of recent credit inquiries(applying for credit cards and loans).
How do I add a new card to Apple Pay?
Open the Wallet App, click on "Add Card", scan your card and follow the onscreen instructions.
How can I order a replacement credit card if it's lost or stolen?
Log into digital banking and go to 'Card Service', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the card image, then go to 'Report Lost or Stolen'.
How do I set up alerts on my credit card?
Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the image of the card, and go to 'Alerts'.
How can I get an increase in my credit card limit?
You may submit a new loan application at anytime to request an increase.
Can I use my credit card outside of the United States?
Yes, you may use your credit card internationally.
Do I have to notify anyone if I'm traveling?
Yes. To place a travel notification on your account, log into digital banking go to 'Card Service', and then go to 'Card Management', and go to 'Card Details' OR go to 'Travel Notifications'.
