Disputing transactions

Depending on your FI's configuration, you may be able to initiate a transaction dispute on the Account Details page. You can initiate the dispute process if:

• The related account supports dispute functionality.
• Transaction status is not Pending.
• The transaction has not already been disputed, either in online banking or at a branch.

Note:  Disputed transactions are marked with a red flag icon ().

To dispute a transaction

1. On the Account Details page, click or tap a transaction.
2. In the transaction details, click Options, then Dispute Transactions.



3. When prompted to verify that you want to initiate a transaction dispute, click Dispute transactions.
4. Select the check box next to the transaction name. To dispute multiple transactions, select each transaction's check box.
5. Click Dispute Transactions.
6. When the Dispute Transaction window appears, click Continue dispute.
7. Select a Reason for dispute.
8. In the text box provided, enter a detailed description about the cause of the dispute.
9. Select a response for Did you authorize the transaction?
10. Select a response for At the time of the transaction(s), the card was.
11. Select a response for Does anyone else have access to your card? If you select Yes, enter details in the text box provided.
12. Select a response for Have you attempted in good faith to resolve the dispute with the merchant? Enter details in the text box provided, as necessary.
13. Click Submit Dispute.
14. When the Dispute Submitted confirmation window appears, click Close to return to Account Details.