Before initiating a claim
Consider calling the merchant first, as they may resolve your claim faster (we may also require information from the merchant to process a claim, so contacting them directly may save you time).
Only posted transactions can be disputed (pending charges are temporary and may change). If you have any immediate concerns about a pending charge, contact the merchant directly.
The merchant's contact information is typically found on your receipt or billing statement.
Timely notification is important
Most transactions must be disputed within 60 days of the date of your statement on which the error appeared. If you did not provide your account information to the merchant in question and suspect that your information was stolen contact privacy & security customer service immediately.
While our online process to dispute a charge is the easiest and fastest way for you to submit a claim, you may also contact us by phone or mail with credit card billing inquiries.
To dispute a charge
Erica can help you with disputing a credit or debit card transaction. Log in to the mobile app and tap the Erica icon to get started
From the mobile app:
1. Log in to the app and select the account with the transaction you'd like to dispute.
2. Select the transaction, then tap DISPUTE TRANSACTION and follow the instructions.
From your computer:
1. Log in to Online Banking and select the account with the transaction you'd like to dispute.
2. Select the transaction, then select the Dispute this transaction link and follow the instructions.
Once your claim has been submitted, you can check the status of your claim in the mobile app or on your computer. Claims will be viewable in our site and app for up to 120 days from the date the claim file is moved from active to closed status.
To check the status of your claim
Most claim statuses can be tracked through Mobile and Online Banking (some eligibility may vary). Business account claims are not viewable.
From the mobile app: Log in to the app and tap Menu, then select View My Claim in the HELP & SUPPORT section.
From your computer: Log in to your Online Banking Message Center. Disputes are displayed in the Claims Messages section (the dispute status is listed in the Current Status column). You can view any additional dispute details by selecting the account and claim ID.
You can also set up custom alerts to receive real-time text and alert notifications concerning your claim. To review your alert setting in the mobile app, simply tap the bell icon and select SETTINGS.
