First, review the details of the transaction. Note the merchant’s name, phone number & address, and any previous transactions you’ve made there.

Once you’ve gathered that information, here’s how to submit a dispute:

• Online banking – Click on the amount of the transaction in question and a pop-up window will appear. Select Dispute this Transaction, then complete the easy-to-follow instructions.
• Phone – Call 1-800-999-3961 and speak with a helpful representative.
• In person – Click here to find a nearby branch.

You can also contact the merchant. In some cases, they’ll issue a credit within a few days, which may be faster than our claim process. However, you are not required to contact them before filing a Visa dispute.

Contact the merchant and ask that the second charge be reversed. If the merchant is unable or unwilling to do so, complete a Visa dispute form in online banking as outlined above, call member service, or visit your local branch. We will investigate on your behalf.

A transaction error is a charge you recognize but appears to be incorrect. This includes:

• Cancelled recurring transactions, such as subscriptions
• Products or services paid for but never received
• Not receiving a refund or credit after returning an item
• Charges higher than the amount listed on your receipt
• Charges on the wrong card, or those on a card when you used cash
• Multiple charges for one transaction

An unauthorized transaction is one you didn’t make or did not authorize. Please keep in mind that some merchants may use a different billing name or address. 

Due dates will not update until the first of the month. As long as you have made at least one complete payment, it will adjust accordingly.

When you make a payment, it may take up to 24 hours before your limit reflects the new amount. If you plan to purchase an item the same day as payment is received, please contact our Visa department and ask them to manually update the card information.

Most members receive their new cards about two weeks before the old ones expire. If you don’t receive a new card after yours has expired, please contact our Visa department.

Send your request through the online banking messaging system, call 1-800-999-3961, or visit any branch.