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  ATM/VISA
Member Steps for Debit Card Fraud & Disputes

Fraud Disputes
  • Fraud is defined as any transaction not authorized by the debit cardholder and completed unbeknownst to the cardholder.
  • VISA requires the cardholder to attempt to resolve the dispute with the merchant before disputing with Y-12 Federal Credit Union.
  • As the cardholder, if your attempt to resolve the dispute with the merchant was unsuccessful, your next step would be to file the following paperwork with Y-12 FCU.
  • Copy of Police Report is requested if the fraud has been committed locally. Example: A wallet or purse has been stolen with the debit card inside, and the card has been used for unauthorized transactions. Internet transactions do not require a police report.
  • The cardholder’s letter should include as much information as possible, and attach any receipts available. The cardholder letter should include: how you think the fraud could have taken place, how you learned of the fraud, time and dates that the merchants were contacted and the end results.
  • Note: Cardholder letter can be written or typed and brought in with a copy of the police report.
  • Affidavit: The affidavit requires a notary stamp; therefore this form can be filled out and signed at any branch.
Dispute Transaction
  • Dispute is defined as a transaction you did authorize but were charged the incorrect amount for or the merchandise was not received, etc.
  • VISA requires the cardholder to attempt to resolve the dispute with the merchant before disputing with Y-12 FCU.
  • As the cardholder, if your attempt to resolve the dispute with the merchant was unsuccessful, your next step would be to file the following paperwork with Y-12 FCU.
  • The cardholder’s letter should include as much information as possible. Attach any receipts available.
  • Note: Cardholder letter can be handwritten or typed and faxed, mailed or brought into any branch.


The above forms need to be signed by the cardholder in which the transactions were authorized against.

Click here for the cardholder dispute form.

Questions: You may contact Card Services @ 865-481-4942 or 1-800-482-1043.
Fax # 865-482-3486
 

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