Once you submit your dispute, we will research the transaction with the merchant and its bank and contact you with the results.
In some cases, we may contact you by phone, electronic correspondence or conventional mail if additional information is required to support your claim. Most often we will contact you via U.S. mail, and an electronic copy of the same correspondence will be sent to you through the Online Banking message center along with an email alert to the email address associated with your Online Banking account. Due to the time-sensitive nature of the dispute process, it is important that you reply to all requests for more information within the requested timeframe.
The length of the dispute process depends on the complexity of the dispute and the nature of any additional required information. During the process, you may track the status of your dispute online via the message center. To access your message center, sign in to Online Banking and select the Message center link in the Help & Support menu.
We process disputes according to billing error procedures that are governed by federal law and outlined in your credit card agreement.
After you submit your dispute, we may recalculate your minimum payment based on the total balance minus any balance in dispute. You may withhold payment on the disputed amount (and related charges) during the investigation. You must pay any part of the bill not in question, including finance charges on the undisputed amount.
If you're set up for AutoPay or have a scheduled payment in 3 or more days, we'll review whether the scheduled amount needs to be adjusted in light of the dispute. If so, we'll reduce the scheduled payment amount to prevent you from paying into the disputed amount.
We take your business seriously and will do everything we can to help resolve a dispute in a timely and thorough manner.