EP Debit/Credit Dispute (Non-Fraud)
At EP Federal Credit Union, we’re committed to keeping your financial and personal information safe and secure. Our Zero Liability policy ensures you won’t lose money due to fraud. In the event you suspect fraud on your debit or credit card, our team is here to help you through the process. Please remember timely notice is critical. When you suspect fraud, you must notify us within two (2) business days of the date you first become aware of the transaction. Failure to notify us within two (2) business days increases your liability. If you do not notify us within sixty (60) days from when the transaction appeared on your statement, you may be liable for the entire amount.
What is the difference between card fraud and disputed transactions?
Disputes occur when a merchant posts a transaction erroneously. Perhaps the transaction posted for the wrong amount, or the card was charged after a canceled service, or merchandise you purchased was never received. When this happens, you can file a dispute against the merchant to resolve the claim. On the other hand, fraud is when you do not recognize, or you did not authorize the transaction.
What happens after a claim is submitted?
We’II investigate your claim on your behalf and issue provisional credit to you within 10 business days, if applicable. Further information may be gathered as we investigate. We may need signed paperwork or further details about the transaction(s) we are investigating. If we need additional paperwork, we will send you a letter in the mail. Please be watchful for communication and respond as soon as possible. You may risk losing your provisional credit if you do not respond to our requests by the dates indicated in our letters. In addition, EPFCU reserves the right to revoke the provisional credit at any point. You’ll receive a final letter stating the outcome of the investigation and close the case.
Should I contact the merchant?
Many billing errors can be resolved by contacting the merchant directly. Should the merchant be unwilling or unable to correct the transaction, or if you do not recognize the charge, please contact member services at 202-874-3210 (option 3). NOTE: A pending charge cannot be disputed until it posts to your account.
What's Zero Liability?
The Zero Liability policy is our commitment to getting your money back when you’re a victim of fraud. We’ll investigate your fraud claim on your behalf and issue provisional credit to you. The Zero Liability policy only covers transactions that have been confirmed by EP Federal Credit Union as fraudulent.
May I keep my current card?
In cases that involve billing errors with authorized merchants, your current card will remain open. In cases of fraudulent or unrecognized charges, your card will be blocked immediately. We will issue a new card and pin number to prevent further unauthorized charges to your account.
How long does the dispute process take?
The dispute process may take between 60 to 90 days. If the dispute is found in your favor, you will receive a letter indicating that the case is closed, and the provisional credit will remain in your account permanently. If the merchant responds with supporting evidence that the charge was legitimate, we will reverse your provisional credit and send you a letter letting you know the outcome.