Dispute Information

Important Information Regarding Your Dispute

For your protection, a POLICE REPORT should be filed as soon as possible for a lost or stolen card.

You MUST have signed for the purchase made with your debit/HELOC card. Your debit/HELOC card purchase must have been processed by VISA in order to protect your dispute rights provided by VISA. If you made the purchase using your PIN and the purchase was not processed by VISA, the transaction(s) is/are considered the same as an ATM withdrawal. Merchant errors made on PIN based transactions ARE disputable. If you have a PIN based fraud claim, you will be responsible for the first $50 of the claim if the purchase was not processed by VISA. Contact the Fraud Department at 800-234-1234 for additional information or questions about any fraud claims

Under Visa’s Zero Liability provisions, funds/credits are provided on a provisional basis and may be withheld, delayed, limited, or rescinded based on the following:

  • Negligence or fraud
  • Delay in reporting unauthorized use
  • Investigation and verification of claim
  • Account standing and history

However, you may still retain your provisional credit rights under Regulation E for some unauthorized debit card transactions. Under Regulation E, a provisional credit may be withheld based on the following:

  • Delay in reporting unauthorized use to us,
  • Failure by the member to provide us with written notice of an error within 10 days of notification, or
  • A situation of member-involved fraud.

If we determine that a fraudulent transaction did occur, any provisional credit we provided will be considered final. The provisional credit will be reflected on your periodic statement. If the provision credit is reversed, the reversal will be reflected on your periodic statement.

If a refund is processed by the merchant, any provisional credit issued by Redstone will be reversed.

If incorrect information is provided, this could result in your chargeback being declined and any provisional credit provided for the chargeback being reversed.

HELOC credit cards:

  • If we find that your claim is valid, you will not have to pay any finance charges related to any questioned amount. If your claim is NOT valid, you may have to pay finance charges, and you will have to make up any missed payments on the questioned amount. In either case, we will send you a statement of the amount you owe and the date that it is due.
  • You must have made the purchase in your home state or, if not within your home state within 100 miles of your current mailing address; and the purchase price must be more than $50. These limitations do not apply if we own or operate the merchant, or if we mailed you the advertisement for the property or services.

Redstone Federal Credit Union® may release information regarding the card and/or card account to local, state, and/or federal law enforcement agencies so the information may, if necessary, be used in an investigation and/or prosecution of any person(s) who may be responsible for fraud involving the card and/or card account.