Cardholder Debit Card Dispute / Fraud
Disputes & Fraud Claims
When charges and purchases appear on your statement that you do not recognize, they may be fraudulent, or they may not be. We’re here to guide you on whether to file a dispute or a fraudulent claim. Valwood Park Federal Credit Union’s policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E, and they are outlined in our Electronic Services Agreement and Disclosure.
Disputes vs. Fraud
Select a topic below to learn more about each type of claim and how to file it.
Disputes
When you encounter a disagreement with a merchant regarding a charge applied to your debit card, this situation is classified as a cardholder dispute.
Examples of applicable disputes
- You cancelled a transaction, but the merchant still charged you.
- For instance: You used your debit card to reserve a hotel room and cancelled with the hotel in accordance with their cancellation guidelines, and you were still charged for the room.
- You purchased an item using your debit card, and later returned the item to the merchant, but your card was never credited for the return.
- You were charged the incorrect amount for a transaction, for example $400 rather than $40.
- You have an issue with the quality of goods or services provided.
- The items purchased were never received.
- ATM didn’t dispense cash or only partial cash received.
Fraud
A transaction is considered fraudulent only when you have no knowledge of who used your card and you can state with certainty that you were not aware of the transaction. Valwood Park FCU will block and issue a new debit card for fraudulent transactions.
If you find a charge on your debit card that you did not authorize at all, and you detect fraud on the debit card, please call Valwood Park FCU at 972-446-0540.
File Debit Card Dispute or Fraud Claim
- Cardholders should attempt to resolve issues with merchants.
- If the merchant has offered a refund, please allow 10 days before filing a claim.
- All disputes must have supporting documentation such as receipts, agreements with the merchant, or any other correspondence with the merchant.
- To avoid additional losses, we recommend members access their account online and block their card immediately, or call us directly at 972-446-0540 during business hours or 800-791-2525 before or after business hours to block your card.
- Members have access to block their own debit card immediately by logging into their Online Banking and selecting the account the card is linked to.
- If you have multiple cards, members also have the ability to monitor and control their debit card through Card Suite — learn more here.
- Cardholders can start a fraud claim even if the card hasn’t been blocked, but the card will automatically be blocked once the claim process starts.
File Credit Card Dispute or Fraud Claim
800-599-7889.
Ready to file your debit card claim?
Complete and sign the secure online claim form.
Have your receipts and merchant correspondence ready before you begin.
