Dispute or Fraud That is the Question

Have you ever looked at your account only to see a transaction you didn’t make? Don’t worry, we are here to help.

Dispute or Fraud – The difference between the two is if the cardholder willingly and knowingly initiated the transaction or not.

  • Dispute Transactions may include
    • Being overcharged or double charged by a merchant
    • Canceling a subscription but still getting charged
    • Paying for merchandise that was never received
  • Fraud Transactions
    • NOT initiated or authorized by you
    • Result of counterfeit or skimmed card, data breach, or someone used your lost or stolen card

Is it a dispute or is it fraud? Answer These Questions

  1. Do you know who made the transaction using your debit card? (If “YES” – file a dispute)
  2. 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? (If “YES” – file a dispute)
  3. 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? (If “YES” – file a dispute)
  4. Did you give out or loan your debit card to anyone? No claims (dispute or fraud) can be made if you voluntarily gave your card to another person. We NEVER recommend giving your debit card to anyone else to use.
  5. Is it 60 days after the statement in which the purchase appeared. No claims (dispute or fraud) can be processed if it is received more than 60 days after the statement in which the purchase appeared.

If you answered “NO” to the first three questions you will want to file a Fraud Claim.

Form(s) must be completed by the person whose name appears on the debit card. Depending on the situation, the card in question might have to be shut down to prevent future transactions.

DISPUTE FORM

FRAUD FORM

Submit completed forms by fax, mail, or you can drop them off at either branch.


Questions? Please call us at 563-264-7210 during normal business hours.

Note: Our policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E.