Dispute a Transaction

Submit this dispute if you see a transaction on your account that was completed using your account and routing number that you did not authorize.

ACH transactions are electronic payments that pull funds directly from your account without using a debit or credit card. These may be one‑time or recurring withdrawals.

Examples include:

• Unauthorized electronic withdrawals

• ACH payments you did not approve

• Withdrawals for an incorrect amount

• ACH transactions that continue after you canceled authorization

Notice an unfamiliar transaction or lost your card? Submit this dispute if you see a transaction on your account that was completed with your debit or credit card that you did not authorize.

Card fraud disputes are used when your card or card information has been compromised and used without your permission.

Examples include:

• Purchases you don’t recognize

• Charges made after your card was lost or stolen

• Suspicious transactions you did not initiate

Submit this dispute for authorized debit or credit card transactions where there is an issue with the merchant, merchandise, or service received.

This type of dispute applies when you recognize the charge but believe there was an error, billing issue, or unresolved problem with the merchant.

Examples include:

• Cancellation or return of merchandise or services

• Duplicate card transactions

• Incorrect charge amounts

• Non‑receipt of merchandise or services

• Charges paid by other means

• Quality issues with merchandise or services

• Counterfeit merchandise

Submit this dispute for unauthorized transactions that occurred in online banking or Bill Pay.

These disputes apply to transactions initiated through online or mobile banking systems rather than by card, ACH withdrawal, or ATM.

Examples include:

• Unauthorized Bill Pay payments

• Unauthorized account‑to‑account transfers

• Unauthorized peer‑to‑peer payments

• Duplicate or incorrect digital banking transactions

Submit this dispute for discrepancies with your ATM transactions.

ATM error disputes apply when an ATM transaction does not process correctly and results in an incorrect account debit or credit.

Examples include:

• Incorrect amounts dispensed

• Incorrect amounts deposited

• Cash not received but your account was charged

• Duplicate or partial ATM debits

• Fraudulent transactions

• Cancellation of merchandise or service

• Return of merchandise, and you did not receive a refund

• Poor quality of merchandise, or its counterfeit

• Incorrect amount billed

• Duplicate charge, or you paid by other means

Our team will begin researching the card dispute within 10 business days. Provisional credit may be issued, if applicable. A final determination will be reached within 90 calendar days. Card dispute updates will be mailed to the address on file.

We’re always open to giving things a second look! In certain circumstances we are able to submit an appeal for a dispute, however; we will need additional evidence and information in order to do so.

• Review your transaction history via Digital Banking regularly

• Set alerts, temporarily freeze, and set transaction limits using CardNav

• Use secure payment methods like Digital Wallet, EMV chip, or tap-to-pay

• Don’t share your card information with anyone

• Report lost or stolen cards immediately

• Keep your card in a safe place

• Be wary of scams: for more information regarding common scams visit FBI-Common Fraud and Scams or FTC

EMV technology is a global standard for chip card payments. It helps protect against fraud by generating a unique transaction code for each purchase, making it nearly impossible for fraudsters to replicate or steal card information. Learn more about how EMV chip cards enhance security during in-person transactions.

To report a lost or stolen Visa® credit or debit card, or for card inquiries:

1. Call 303-321-4209 or 1-800-858-7212 during business hours.

2. Visit one of our branch locations to have your credit or debit card issued instantly.

3. Contact us via secure messaging through Digital Banking.

4. Call 1-888-241-2510, 24 hours a day.

To protect yourself while using your EMV chip card, always ensure the card is inserted into the terminal securely and avoid letting it out of your sight. Be aware of skimming devices at ATMs or card readers that might try to capture your card details. Chip cards provide significant security benefits, but vigilance is key.