With Visa^® Zero Liability Protection, you’re protected if your card is ever lost, stolen or fraudulently used. You can easily dispute fraudulent transactions, as well as certain authorized transactions, using the Card Disputes tool in Grow Online and Mobile Banking.^*

How to Submit a Card Dispute

1. Log in to Grow Online or Mobile Banking.
2. Visit the Tools tab from the menu and select Card Disputes.
3. Input your account type and transaction method (either debit card or credit card).
4. Choose between fraud or non-fraud, then explain the circumstances using the provided text box. When you submit a dispute with fraud selected, we’ll automatically send you a replacement card with a new card number.
5. Confirm that all personal information is entered correctly and fill in any missing fields.
6. Select the disputed transaction using the Select Transactions button and enter the disputed amount.
7. Complete the Dispute Form on the next page, which will correspond to either a fraud or non-fraud claim based on what you selected previously.
8. Before completing the dispute, you’ll have the opportunity to upload supporting documents, such as receipts or photos, if desired. This step is not required to submit your claim, but we may be in contact if we need further documentation.
9. Select Done to submit your dispute claim.

Card Dispute FAQs

What is a card dispute for?
Members can submit disputes about the accuracy of charges on their credit or debit cards for unauthorized charges, billing errors or significant discrepancies in the quality of goods or services they received. For issues related to goods or services purchased, cardholders should attempt to work with the merchant or vendor for a resolution first. If the merchant is unable or unwilling to make things right, then pursuing a card dispute may be the appropriate next course of action.

How long does it take for a card dispute claim?
We’ll begin reviewing your submission promptly. Most investigations are completed within 5 to 10 business days from the date you notified us, though some investigations may take longer depending on the complexity and age of the account. For more details, view the Universal Account Agreement.

Where can I get help with my card dispute?
If you need to follow up on a submission you made through the Card Disputes tool in Grow Online or Mobile Banking, you can call us at 800.839.6328, ext. 2695 for additional assistance. We’d be happy to help.

^*Additional data charges may apply. Please see your wireless carrier for more information

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• Online Banking Education