Fraud & Non Fraud Disputes

Learn which kind of credit card dispute you need to make.

Know the difference between fraud and non-fraud disputes.

Understand how to make the correct disupute and what information you'll need when you contact us.

What kind of dispute do you need to make?

There are two types of disputes you can make regarding transactions on your card: Fraud and non-fraud disputes. Determining which dispute you need to make is usually as simple as asking, “Do you recognize the transaction or not?”

If you don’t, it’s likely you need to submit a fraud dispute. If you do but have a problem with the transaction, you likely need to discuss a non-fraud dispute with our team.

Fraud Disputes

A fraudulent transaction is when your card is used by a fraudster without your knowledge and permission.
Do you see a card transaction that you don’t recognize? Contact us immediately.

How to Report Card Fraud

Call us at 765.497.3328 or 800.627.3328.
Or
Login to Purdue Federal Digital Banking.
Select Lost and Stolen Cards from the main menu under Card Services.

Once you’ve reported a fraud dispute, your card will be blocked so that no further transactions can be approved on the card by the fraudster.

Non-Fraud Disputes

A non-fraud dispute is when you gave your card information out but need to dispute the transaction to get your money back. If you have a transaction you recognize but need to dispute, you can reach out to us to provide information and find a solution at 765.497.3328 or 800.627.3328.

There are a variety of reasons to dispute a transaction besides fraud. Below, you can view reasons for non-fraud disputes and the information needed to make each dispute:

Date transaction and duplicate transaction posted
Detailed description of item(s)
If this is a recurring charge
Date merchant was contacted
Merchant response

Detailed description of item(s) being disputed
Details regarding why credit needs to be issued
Date merchant was contacted
Merchant response
Proof provided by merchant showing a credit was offered

Detailed description of item being disputed
Expected date of item(s)
Date merchant was contacted to resolve
Date merchant was contacted to issue credit
Merchant response

Merchandise

Detailed description of what was not as described
Date merchant was contacted
Merchant response
Date merchandise was returned
Method of return with tracking number
If merchant did not allow the return, please explain the reason

Service

Detailed description of what was not as described
Date merchant was contacted
Merchant response
Date canceled

Booked arrival date
Cancellation date
Cancellation number
Date merchant was contacted to issue credit
Method of contacting the merchant
Outcome of the merchant contact

Detailed description of merchandise
Date of return
Reason for merchandise return
Method of return
Tracking number if applicable

Date merchant was notified of cancellation of service
Detailed description of service being canceled
Reason for cancellation
Date merchant was contacted to issue credit
Method of contacting the merchant
Merchant response

Correct amount
Detailed description of item(s) being disputed
Date merchant was contacted to issue credit
Merchant response
Receipt if available

Other method of payment
Date of payment
Date merchant was contacted
Method of contacting the merchant
Merchant response
Alternate proof of payment

Helpful Resources

Visa^® requires specific paperwork for disputing some unauthorized charges. We can help you with the necessary paperwork and in some cases provide provisional credit until your dispute is handled. For fraud disputes, we will either correct the error or explain why we believe the transaction was correct within 90 days. For non-fraud disputes, we will either correct the error or explain why we believe the transaction was correct within 60 days.*

*You must notify us no later than 60 days after you receive the first statement from the account from which the non-fraud transactions appeared. You must notify us no later than 90 days after you receive the first statement from the account from which the unauthorized fraud transactions appeared.

²⁷ View the Credit Cardholder Agreement for terms and conditions.