Check Card Disputes & Fraud
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There are times when charges for your check card may show up on your statement and you don’t know why.
Sometimes these charges are due to fraud, but sometimes not.To assist you with making the decision about whether you should dispute a charge or make a fraud claim, we have developed this reference guide. Note that our policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E, and are outlined in our Electronic Services Agreement and Disclosure.
PIN Based Transactions
If you believe that someone used your ATM or Check Card and PIN to perform transactions without your knowledge or permission, and you did not authorize anyone to perform ATM withdrawals or other ATM transactions on your account, complete the PIN Based Transaction Statement of Fraud.
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 888.918.7880 after hours to close your card. This will prevent any further transactions on this card.
Determining Dispute or Fraud
Please read the following information carefully, filing a claim incorrectly will result in a delay of our investigation. Please note: There is a difference between a cardholder dispute and fraud. Cardholder disputes differ from fraudulent transactions in an important way: With disputes, the Credit Union is submitting a dispute between you and the merchant to MasterCard on your behalf. MasterCard makes a final determination as to whether or not we can charge back the merchant for your purchase. If we can charge back the merchant then you will be reimbursed; however if we cannot charge back the merchant you will not be reimbursed.
Before we can submit a dispute on your behalf, you must have first tried to work out the dispute with the merchant. Documentation showing that you made an attempt to do this is required before we are able to submit a dispute to MasterCard on your behalf.
For a transaction to be considered fraudulent, you should be able to answer ‘no’ to the following questions:
- Do you personally know who made the transaction on your debit card?
- Is the transaction a result of you signing up for a “free trial” on the internet, however you used your debit card to pay for “shipping only” or another similar charge?
- Did you give or loan your debit card to anyone? (No claims can be made if you voluntarily gave your card to someone)
Filing a Dispute or Fraud
Timely notice is critical! You must notify us within two (2) business days of the date you first become aware of the transaction you wish to dispute or claim fraud. 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 transaction appeared on your statement, you are liable for the entire amount of the transaction
Click here for the necessary instructions to file a PIN-based Transaction Statement of Fraud
Click here for the necessary instructions to file a Signature-based dispute
Click here for the necessary instructions and form to file a Signature-based fraud claim
If you need assistance filing your dispute or fraud, please contact our Member Service Center at 313.336.2700 or 888.336.2700.