Fraud & Disputes Claims

Dispute Claims versus Fraud Claims

How to Identify a Visa Debit/ATM Dispute

A Visa Debit Card Dispute is when a known person or merchant has debited your Visa Debit Card or ATM card. For ATM Dispense Error regardless of the amount, please fill out the Dispute form. Prior to submitting a dispute with the credit union, other than ATM Dispense error, you must attempt to resolve the issue with the merchant. If the dispute is less than $50, you are responsible and credit union will not process the dispute.


How to Identify a Fraudulent Debit Card Transaction

A fraudulent debit card transaction is when you have no knowledge of who used your card and you can state with certainty that you were not aware of the transaction. You will be required sign an affidavit attesting to the fact that you have no knowledge of who competed the transaction in question. If you intentionally file a false or unsubstantiated fraud claim, you will lose all chargeback rights.


Visa Debit Card Dispute 

How Fraud claims are processed 

With dispute, the credit union is submitting a dispute between you and the merchant to Visa on your behalf. Visa makes a final determination as to whether or not we can charge back the merchant for your purchase. If we can charge back the merchant then you will be reimbursed. If we cannot charge back the merchant you will not be reimbursed. The following are example of a disputes:

 You have a disagreement with the amount the merchant charge to your debit card.

  • Cancellation or Return Merchandise
  • Non-receipt of Goods or Services
  • Duplicate Charges
  • ATM Dispense Error

When attempting to resolve the issue with the merchant, please gather the following information. We need the following details in order to process the dispute. Failure to provide these details can delay the process and limit the chance of success.


  • Attempt to resolve the issue with the merchant before the dispute.
    • A detail description of what you have done to try and resolve the dispute on your own.
    • Name of the individuals you spoke with at the merchant regarding dispute
    • Dates of all conversations and/or e-mail (please provide copies if possible)
    • If merchant offered an alternative that was not acceptable to you, explain why the offer was not acceptable
    • Any additional details that you feel may be pertinent to the dispute.
  • If you receive actual merchandise, date and/or tracking number of return merchandise(Merchandise must be returned before processing dispute)
  • Copies of receipts/instruction that you received from the merchant.

Please Note: A dispute cannot be processed if it is received more than 60 days after the statement in which the purchase appeared.


If you have any questions, please call Member Debit Card Specialist at (786) 257-2300.


Debit/ATM dispute can be submitted at one of our branches or faxed to 305-971-8258 Attn: Cards services

Visa Debit Card Fraud  


How Fraud claims are processed

We will begin processing your claim as soon as you notify us. You may notify us in writing or over the phone. The credit union has ten (10) days to process your claim. It may take up to 45 days, however, if we cannot finish our investigation within ten (10) days we provisionally credit your account for the amount of the claim.


If your claim is determined to be invalid you must return the provisional credit and we will debit your account for the entire amount of the provisional credit. You will be notified of the results in writing once our investigation is complete.


Important Note: You must notify us within two (2) business days of the date you first become aware of the fraudulent activity. Failure to notify us within two (2) business day increases your liability from $50 to $500. If you do not notify us within sixty (60) days of when the fraudulent transaction appeared on your statement, you are liable for the entire amount on the fraudulent transaction.


If you have any questions, please call Member Debit Card Specialist at (786) 257-2300.


Debit/ATM dispute can be submitted at one of our branches or faxed to 305-971-8258 Attn: Cards services


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