There are three ways to submit credit card disputes:
To dispute a credit card transaction online, log in to Online Banking and go to the Information & Services tab for your account.
You may contact us in writing at:
Attn: Billing Inquiries
PO Box 982234
El Paso, TX 79998-2234
Write to us as soon as possible. Don't send the notice on or with your payment. In your letter, please include the following information:
- Your name and account number
- The dollar amount of the suspected error
- The posting date of the transaction
- A description of the error and an explanation of why you believe there is an error
To dispute a credit card transaction by phone, please call 866.266.0212. Calling does not preserve your billing rights under the Fair Credit Billing Act; however, we will investigate your dispute in the same manner.
Before you call, please have your statement on which the disputed charge appears, your receipt from the merchant and any other relevant information. If possible, please also have the last four digits of the reference number available.
Timely notification is important. Most transactions must be disputed within 60 days of the date of your statement where the error appeared. If you believe there is unauthorized use on your account, please contact us immediately.
Many times disputed charges are legitimate charges that customers may not recognize or remember. Before disputing a charge, we recommend you attempt to resolve the dispute with the merchant. Often the merchant can answer your questions and easily resolve your dispute. The merchant's phone number may be located on your receipt or billing statement.
One way to check for the credits or to view transaction details is to look at your account statements online after you sign in to Online Banking.