Q: What Fraud and Card Dispute FAQs do members have?

This page explains the steps you should take if you see a charge you do not recognize. It also covers the dispute process.

Unauthorized Transactions

Was the transaction unauthorized?
An unauthorized transaction is a charge, withdrawal or transfer made without your consent. This does not include errors, such as an incorrect amount, duplicate transaction or canceled subscription that is still being charged.

What should I do first to handle an unauthorized transaction?

1. Lock your card immediately using card manager in online banking or the mobile app.
2. Review recent transactions for additional unauthorized activity.
3. Contact Mountain America to report the transaction.

Do I need to contact the merchant for fraud?
No, if the transaction was unauthorized, contact Mountain America directly.

How long do I have to report fraud?
Report unauthorized debit or credit card transactions as soon as you notice them but no later than 60 days after the statement date where the transaction first appeared. Late reporting can limit available protections.

Incorrect Authorized Transactions

Sometimes a transaction may be authorized, but an error was made by the merchant. This includes billing errors, duplicate charges, incorrect amounts and refunds you have not received.

Should I contact the merchant first?
Yes, working with the merchant usually provides the fastest resolution.

• Ask for a refund or correction.
• Keep copies of receipts and emails.
• Allow up to 15 days for the merchant to post a credit.

If the issue is not resolved, you can file a dispute with Mountain America.

Should I contact the merchant first?
Yes, working with the merchant usually provides the fastest resolution.

• Ask for a refund or correction.
• Keep copies of receipts and emails.
• Allow up to 15 days for the merchant to post a credit.

If the issue is not resolved, you can file a dispute with Mountain America.

What if I do not recognize the merchant's name?
Merchant names on statements do not always match storefront names.

Before filing a dispute:

• Ask other authorized cardholders if they made the purchase.
• Search for the merchant's name online.
• Review receipts or email confirmations.

If the charge still looks incorrect, contact us.

Filing a Dispute

How do I file a dispute?
You can file a dispute using:

• Online banking or the mobile app.
• Your local branch.
• The service center at 1-800-748-4302.
• Written correspondence.

When filing, provide:

• The transaction date and amount.
• A brief explanation.
• Any supporting documents you have.

What documentation may be requested?
Supporting documents that can help your claim include:

• Receipts or invoices.
• Cancellation confirmations.
• Return tracking numbers with full delivery address.
• Email or chat records with the merchant.

We will let you know if additional information is needed.

Learn more about disputes.

What Happens After I File a Dispute

Will I receive a provisional credit?

In most cases, a temporary credit is provided during the investigation.

In some situations, the credit may be delayed or reversed based on the investigation results or card network rules.

How long does the dispute process take?
Most disputes are resolved within 90 days.

Some cases take longer due to merchant response timelines and card network requirements. We will notify you when the case is complete.

Do I have to pay the disputed amount while it is being investigated?
No, if a provisional credit is applied, you do not need to pay that amount while the investigation is open.

Will interest or fees be charged?
If the dispute is resolved in your favor, related interest or fees charged by Mountain America are refunded.

How will I know the outcome?
We notify you by mail or email with the final decision and any account adjustments.

Common Questions

Can I dispute a transaction because I am dissatisfied with a purchase?
No, disputes are not available if you received the merchandise or service as agreed. Work with the merchant for resolution.

Why did I receive only a partial credit?
Some disputes settle for less than the original amount based on merchant records, returns, or partial refunds already issued.

Does filing a dispute affect my credit score?
No, disputing a transaction does not impact your credit score while the investigation is in progress.

What should I do before returning merchandise?
Check the merchant’s return policy. Some merchants require authorization before accepting returns.

Use a return method that provides delivery confirmation, and make sure to keep your records.

Need Help?

For questions about a specific transaction or dispute:

• Call the service center at 1-800-748-4302.
• Visit a local branch.

If you believe your card or account information has been compromised, contact us immediately.