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How to dispute a transaction


How to dispute an electronic transaction

If you believe your account has been subject to an incorrect, unauthorized, or unrecognized electronic fund transfer, you can ask the bank to investigate. To view frequently asked questions about consumers’ rights and responsibilities regarding electronic transaction disputes, visit our dedicated Fraud Reporting page for more information.

Initiating a dispute in digital banking

Digital Banking now provides the capability for users to dispute certain types of electronic transactions that have posted to their account right from the Account Details page. This feature is enabled for all personal and business users in Digital Banking. Corporate users will need their User Roles Administrator to enable the Transaction Disputes entitlement.

Users have the option of submitting a dispute for either a single transaction or for multiple transactions for each account. After selecting the transaction they wish to dispute, the user must answer questions regarding why they are disputing it. As the dispute is reviewed and processed, updates are provided in Digital Banking for all users who have access to the account to monitor the status of the dispute.

Transactions that are eligible for dispute in Digital Banking include:

  • ACH
  • ATM
  • Card - Point of Sale (POS)
  • Zelle

Please note that transactions must be disputed within 90 days of posting to the account.

Submitting the dispute

To submit a dispute, navigate to the Account Details page by selecting the account on the Home Screen. Choose the toggle to the right of the transaction you wish to dispute and select “Dispute transactions” from the dropdown menu.

Select Dispute transaction on detail account page

A verification box will display. Select “Dispute transactions” to continue with the dispute.

Verification box and click on Dispute Transactions

A totals bar will appear at the bottom of the page displaying the total number of transactions being disputed and the total dollar amount. There is the capability to select multiple transactions to dispute by selecting the box to the left of each transaction. When multiple are selected, the bar at the bottom will update the number and amount of transactions.

Select multiple transactions for dispute

After all transactions are selected, click Dispute transactions.

Dispute the transactions

To proceed with the dispute, choose Continue dispute.

review list and continue dispute

Completing the questions

Complete the questions regarding the reason for disputing the transaction.

For question 1, select the reason for the dispute.

First question: Reason for dispute

In the next section, provide a specific, detailed description of the cause for the dispute. Example below:

7 Detailed Description Of Dispute

Complete the remaining questions providing details where needed. Then submit the dispute.

8 Remaining Questions To Be Completed

You will receive a confirmation message when the dispute has been submitted.

Dispute submitted message

The transaction will be flagged in the account details screen to indicate that a dispute has been submitted on it.

Transaction showing as flagged

If there are any questions or documents that need to be signed, we will reach out to you via Secure Message within Digital Banking, DocuSign, or you may receive a phone call from your relationship team. It is critical to respond to requests for information via Secure Messaging and requests for signature via Docusign as quickly as possible. The sooner we have the required information, the sooner we can process the dispute and attempt to recover funds.

Status updates

Select the actions menu at the right of the transaction to Toggle Details and view the status of the dispute at any time.

Detailed status on dispute

Select the question mark to get further details. When the status is Pending, it has been submitted to the bank and awaiting processing.

details about dispute status

When the dispute is in a Received status, it is being reviewed by the bank.

13 Received Status

The status updates to Under Review when provisional credit has been given. Depending on when the transaction was submitted and reviewed, the credit should be in the account either after 4:00pm ET same day, or the following day after 4:00pm ET.

14 Under Review Status

The status will update to Accepted (Closed) or Denied when all actions are complete. Note: The red flag will remain on the transaction in Digital Banking.

15 Accepted Or Closed Status