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585.454.5900 | Toll Free: 1.888.454.2328

Visa TTY/TDD: 1.800.221.7728
Routing Number: 222382292
SWIFT Code: AFCUUS33

Debit Card Fraud & Disputes

Information About Debit Card Fraud

When charges and purchases appear on your statement that you do not recognize, they may be fraudulent, or they may not be. This reference guide will help you decide whether to file a dispute or a fraudulent claim. Advantage Federal Credit Union’s policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E.

Differences Between Disputes

The primary difference between a fraudulent transaction and a disputable transaction lies in whether or not the cardholder knowingly and willingly initiated the transaction with the merchant in the first place.

Disputes can arise between a merchant and a cardholder for a variety of reasons, including but not limited to overcharging the cardholder, charging the cardholder for merchandise that wasn’t received, or charging the cardholder for a monthly subscription that was previously canceled.

If the transaction was never authorized or initiated by the cardholder, a fraud claim may be filed.

Time Frames

  • Forms must be completed and returned to us within five (5) business days
  • A transaction can be disputed if it occurred within sixty (60) days of the statement on which the error first appeared
  • Investigation may take up to six (6) months

Dispute Form Submission

  • The form can be dropped off at any of our branch locations
  • Call us at 585-454-5900 x5 to start the process
  • Fax the form to 585-454-7332
  • Mail the form to Advantage Federal Credit Union, 70 Metro Park, Rochester, NY 14623
  • Email the form to disputes@advantagefcu.org (For security reasons: please omit your member number and provide the last eight digits of your card number when using this method)

Debit Card Disputes

When you have a disagreement with a merchant about a charge they made to your debit card, this is considered a cardholder dispute.

For example:

  • You canceled a transaction, but the merchant still charged you. For instance: you used your debit card to reserve a hotel room, canceled with the hotel in accordance with their cancelation guidelines, and you were still charged for the room.
  • You purchased an item using your debit card, and later returned the item to the merchant, but your card was never credited for the return.
  • You were charged the incorrect amount for a transaction, for example $400 rather than $40.
  • You have an issue with the quality of goods or services provided.

Notifying Us of Your Dispute

It is critical that you notify us as soon as you first became aware of the transaction you want to dispute. Failure to notify us within 60 days of when the disputed transaction appears on your statement means you may be liable for the entire amount of the disputed transaction. Please notify us of any disputes by calling 585-454-5900 x5 to speak with a Member Service Representative.

How Your Dispute is Processed

We begin processing it as soon as you notify us about it. You may notify us in person, by phone, mail, or via email. Our Dispute forms will be available on our website if you wish to print them, fill them out, and then mail or email them to us. We may ask that you attempt to resolve the issue with the merchant prior to filing your dispute. We also reserve the right to close your debit card to prevent any additional unauthorized charges. If your claim is determined to be invalid, you must return the temporary credit. We will debit your account for the entire amount of the temporary credit. The process may take up to 6 months to complete and we will notify you of the outcome by mail.

Debit Card Fraud

A transaction is considered fraudulent only when you have no knowledge of who used your card and you can state with certainty that you were not aware of the transaction.

Notifying Us of Fraud

It is critical that you notify us as soon as you first became aware of the transaction you want to dispute. Failure to notify us within 60 days of when the disputed transaction appears on your statement means you may be liable for the entire amount of the disputed transaction. Please notify us of any disputes by calling 585-454-5900 x 5 to speak with a Member Service Representative.

How Your Fraud Claim is Processed

We begin processing it as soon as you notify us about it. You may notify us in person, by phone, mail, or via email. Our Dispute forms will be available on our website if you wish to print them, fill them out, and then mail or email them to us. Upon notification of fraudulent charges, we will immediately close your debit card to prevent any additional unauthorized charges. If temporary credit is warranted, it will be provided as soon as possible but no later than 10 days. If your claim is determined to be invalid, you must return the temporary credit. We will debit your account for the entire amount of the temporary credit. The process may take up to 6 months to complete and we will notify you of the outcome by mail.

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