Card Disputes
Card Disputes & Fraudulent Charges
If you see a charge you don’t recognize, follow these steps:
- Freeze your card1
If you suspect a charge may be fraudulent, freeze your card using Control My Card by KTVAECU®1 to prevent more charges from coming through. You can unfreeze your card at any time.
- Review the charge in question
The first step in resolving a charge you don’t recognize is finding out everything you can about it. Log in to Online Banking2 or our mobile app3 and find the transaction. Write down information such as the merchant, the amount, and any phone numbers or addresses attached to the transaction. Remember, sometimes the merchant’s name on Online Banking is different from the merchant you bought it from, especially if it is a local business. Remember to review who has access to your card information. It’s always a good idea to check in with your family member(s) to make sure they didn’t make the purchase too.
- Contact the merchant
The easiest and quickest way to resolve an incorrect charge is by contacting the merchant. Merchants can typically reverse the charge faster than if you file a dispute with your financial institution. Most merchants offer various ways to contact them including calling, emailing, or secure chat. Please make a note of when and how you contact them, as well as details of the correspondence. If you email or chat, keep a copy of the conversation. We may need these details when you file the dispute.
- Dispute
If the charge cannot be reconciled with the merchant, you can file a dispute. There are two types of disputes you can file: Error or Fraud.
ERROR
A charge error occurs when there is a problem with a charge you have authorized. Some examples of a charge error include:
- A recurring transaction or a subscription you have canceled
- A product or service you never received
- A purchase you have canceled or returned but the refund has not been issued
- A charge amount differs from what is shown on the receipt
- A charge on your card that was paid for with a different payment method
- You were charged multiple times for one purchase
FRAUD
When you think of fraud, think “stranger danger.” Fraud happens when a merchant posts a charge you did not give authorization, or someone uses your card without permission or authorization. Some examples of fraudulent charges include:
- Your card has a point-of-sale (POS) charge at a store you have never visited
- Someone used your card without your permission or authorization
- You have reviewed the transaction and are certain you did not authorize the transaction
If the charge is fraudulent, file a fraud dispute form4. If the charge is an error (not fraud-related), file a non-fraud dispute form4. When you file a dispute, attach as much supporting documentation as you can, including:
- Receipts
- What you were attempting to purchase
- Any refund or cancellation confirmation
- Correspondence with the merchant
PREVENTION
The best way to take care of incorrect or fraudulent charges is to make sure they never happen at all!
Online Banking and Mobile Banking are the easiest ways to actively monitor your accounts. You see transactions in real-time, find more information about individual transactions, and monitor your balances.
With Control My Card by KTVAECU®, you receive real-time notifications for transactions and control when and where your card can be used.
Always be cautious when giving out information. Only give your card information if you are 100% sure you are purchasing from an authentic vendor, and never give anyone your PIN. For more information on keeping your accounts secure and steps you can take, visit the Secure Banking page.
LOST OR STOLEN CARD
If your debit card or credit card is lost or stolen, call us at (865) 544-5400 or contact us through Online Chat. You can also freeze your card anytime with Control My Card by KTVAECU®.
- CAN I CANCEL A PENDING CHARGE?
The only way to cancel a pending charge is to contact the merchant. Merchants can send a reversal to prevent the charge from clearing.
- HOW DO I STOP AUTOMATIC PAYMENTS?
There are two ways to cancel automatic debit card payments. The first is contacting the merchant directly and having them stop the charge. The other way is to close out your current card and get a new one with a different number.
- HOW LONG DOES IT TAKE TO GET MY MONEY BACK?
It can take up to ten business days to receive preliminary credit for a disputed purchase. Merchants can typically reverse a charge faster, sometimes even the same day, which is why we always recommend contacting them first.
- CAN I DISPUTE A PENDING CHARGE?
You can dispute a pending charge, but we will have to wait for the charge to clear before filing the claim.
- WHAT DO I NEED TO FILE A DISPUTE?
When you file a dispute, any information you provide goes a long way to assist with your case. Any receipts, proof of cancellation, refund confirmation, or correspondence with the vendor should be attached to the dispute form.
1Be sure the Credit Union has your latest email address before registering your card with Control My Card. Data and message rates may apply. Ask for details. Control My Card by KTVAECU® is a registered trademark of Knoxville TVA Employees Credit Union.Card transactions can only be authorized on cards in Control My Card unfreeze status. The cardholder is responsible for setting freeze and unfreeze status' on eligible cards through Control My Card app.
2Some restrictions may apply. Ask for details.
3Some restrictions may apply. Ask for details. Message and data rates may apply from your wireless carrier.
4Please ensure the information submitted is complete and accurate. Only forms completed and submitted will be eligible for a response. Some restrictions may apply. Message and data rates may apply from your wireless carrier. Ask for details.
