The entire process could take up to 90 calendar days between Neighborhood Credit Union, Visa and the merchant where the fraudulent transactions occurred. If your claim is determined to be invalid, you must return the provisional credit, and we will debit your account for the entire amount of the provisional credit within three (3) days of completing our investigation. If we cannot finish our investigation within ten (10) business days we must provisionally credit your account for the amount of the claim. Neighborhood CU has ten (10) days to investigate your claim. You may notify us in writing or by phone. We begin processing your claim as soon as you notify us. Please notify us of any disputes by calling 214.748.9393.
Failure to notify us within 60 days of when the fraudulent transaction appears on your statement means you are liable for the entire amount of the fraudulent transaction. It’s critical that you notify us within two (2) business days of the date you first became aware of the fraudulent activity. Failure to notify us within two (2) business days increases your liability from $50 to $500.
If you intentionally file a false or unsubstantiated fraud claim, you may be charged a fee. You will be required to sign an affidavit stating that you have no knowledge of who completed the transaction(s) in question. Failure to notify us within 60 days of when the disputed transaction appears on your statement means you are liable for the entire amount of the disputed transaction.Ī 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. It is critical that you notify us within two (2) business days of the date you first became aware of the transaction you want to dispute. Failure to notify us within two (2) business days increases your liability from $50 to $500. The items purchased were never received.You have an issue with the quality of goods or services provided.You were charged the incorrect amount for a transaction, for example $400 rather than $40.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.For instance: You used your credit 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 cancelled a transaction, but the merchant still charged you.When you have a disagreement with a merchant about a charge they made to your debit card, this is considered a cardholder dispute.
What is a cardholder dispute (also known as a merchant dispute)?
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