File a Transaction Dispute

If you have an issue with a debit or credit transaction to your Card account, please review the list below and select the type of dispute that best characterizes your situation. Please note that a dispute may only be filed on transactions that have settled to your account (i.e., they cannot be in a pending state when you file).

How to file a transaction dispute

Log in to your account to begin a dispute. To file your dispute online, you will need to consent to the electronic delivery of Communications.


The types of disputes you can file

DISPUTE TYPE WHEN TO SELECT
Authorized PIN-Based Transaction(s) When you made a debit transaction with merchant using your PIN number or used an ATM, and you wish to dispute the transaction.
Problem with Service/ Merchandise When something you paid for:
  • was not received,
  • or was defective, damaged, or not as described.
Please note that these types of issues are not considered unauthorized transactions or account errors.
Unauthorized Transaction(s) When the transaction(s) (e.g., PIN debit/ signature purchase, ATM, ACH) was not authorized by you, and you received no benefit from the transaction(s).
Problem with Billing When you were:
  • charged twice for the same transaction,
  • charged too much for a single transaction,
  • or your card was charged after you paid by other means. (e.g., your card was charged after you paid in cash.)
Problem With an ACH Debit Transaction When money has been withdrawn from your account using your account and routing numbers. An ACH debit is also called an eCheck, eBill, pre-authorized payment, or automatic payment. Terms may vary by merchant.
Request a Stop Payment on a Future ACH Debit Transaction When you need to prevent a future ACH debit transaction from posting to your account.

Important Notes and Tips for Unauthorized Transactions and Account Errors

  • Tell AT ONCE if you believe your card or PIN has been lost or stolen, or if you believe that an electronic fund transfer has been made to your account without your permission. Telephoning is the best way of keeping your possible losses down. Generally, we will determine whether an error occurred within 10 business days (20 business days for a new account) after we hear from you and will correct any error promptly. If we need more time we may take up to 45 to complete the investigation. For errors involving a new account, a point-of-sale transaction, or a foreign-initiated transaction, we may take up to 90 days to investigate your complaint or question.
  • If we cannot complete our investigation in 10 business days (20 business days for new accounts), we will provisionally credit your account for the disputed transactions and associated transaction fees, if we received written confirmation of the dispute from you within 10 business days of your notice to us.
  • Filing a dispute does not guarantee that your funds will be returned to your account. Your liability for errors is solely determined by your promptness in notifying us.
  • You will be notified regarding the status of your claim within 10 business days of submitting your dispute. You can track your dispute's status in the Secure Inbox of the online Account Center.

Frequently Asked Questions About Account Errors and Unauthorized Transactions

Supporting Documentation We Recommend You Provide

When You May Be Liable For Account Errors and Unauthorized Account Activity