Card Dispute

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Do you see a suspicious charge on your credit or debit card?

If you see a charge you don’t recognize and think it may be fraud, we’re here to help. Start with these steps:






















Lost or stolen card?

If you believe your card is lost or stolen, or someone used your card without permission, please call us immediately at 614.235.2395 or 800.282.6420.

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Check transaction details on your account

Log into Digital Banking to review the charge and previous charges made at the merchant.

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Contact the merchant

There may have been an innocent error. The merchant can likely resolve errors in a matter of days. Keep track of the dates of communication and representatives in case you need to open a dispute later. 
Please wait until the transaction is posted, typically 1-5 business days. If this is about a returned product or voucher, please wait 15-30 days to allow the merchant time to process the credit.

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Take further action

If these steps do not resolve the concern, please log into Digital Banking, call us at 800.282.6420, or visit your local branch to make begin your dispute. Make sure to collect all documentation – including receipts, order confirmation, terms, agreements, conditions and communication with the merchant – to formally submit a dispute claim. If your card has been lost or stolen, you must file the dispute within 2 business days of discovering the loss. If you’ve discovered unauthorized/fraudulent charges on a statement, the dispute must be filed within 60 days. We will respond to your dispute inquiry within 7 to 10 days.

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During the dispute process

Please keep in mind that it can take 60-90 days to resolve a dispute. If you’ve filed a credit card dispute, continue to make at least the minimum payment on your card balance during that time. However, you won’t pay interest on the amount as it will be removed from the required payment until it’s resolved. For a debit card dispute, a provisional credit will be applied to your account so you have access to the funds during the dispute.

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Protecting your card in the future

Don’t forget to set up alerts for card transactions. This will help you discover unauthorized or fraudulent charges more quickly.







Understand the difference between fraudulent charges and charge errors so you can get a better handle on your circumstances.

Charge Errors: this occurs when you recognize the merchant and charge, but you don’t believe it’s accurate. For example:
  • A recurring charge you canceled, like a trial subscription
  • A charge that doesn’t match the number on your receipt
  • A product you didn’t receive or received late
  • A product you received, but aren’t happy with
  • A product you purchased and returned or canceled, but you have not been refunded
  • The same card was charged twice for the same transaction
  • Your card was charged even though you used a different method of payment

Fraudulent Charges: this is a transaction that wasn’t made by your or anyone authorized on your card. For example:
  • You haven’t knowingly let anyone else use your card
  • You’ve discovered charges that you did not make on your credit card statement
  • You have reviewed the transaction and merchant details and still don’t recognize it


Disclosures