Card Fraud and Dispute Guidance

We're here to help.
  • Learn how to file a dispute 
  • Know what to do if your card is lost or stolen
  • Work with our team to resolve issues and regain peace of mind 

Disputes Can Be Frustrating. Let’s Work Together. 

When you see a transaction you don’t recognize on your account, it’s normal to feel frustrated or even afraid. We want to help. We’re sharing some steps that can help make the process of resolving these transactions less confusing, so you can handle them more quickly and with more confidence. 

Filing a Dispute

If you see a transaction on your account that you do not recognize or if you were billed for an item you never received, you will want to file a dispute. To expedite the process, analyze the transaction so you can give our team the most accurate information and ensure we can help you. 
 

Is it Fraud or a Billing Dispute?

  • Fraud: an unauthorized charge from a merchant you do not have a relationship with and to whom you never provided your card number. 
  • Billing Dispute: being overcharged for a product or service or not receiving a product or service you agreed to.

Filing a Dispute

  • If you suspect fraud on your account, call us immediately at 800.487.5500 or 0800.468.56267 outside of the U.S.  
  • We will promptly block your card and get a new one issued to you.
  • We will research the transaction(s) and you will not be responsible for any unauthorized fraudulent transactions. 

 

If you are disputing a credit card transaction, we recommend that you: 

  • Contact the merchant first and work directly with them to resolve the issue. This process is generally the fastest way to resolve a billing dispute. 
  • If you contact the merchant and are unable to rectify the situation, call us at at 800.487.5500 or 0800.468.56267 outside of the U.S. and file a dispute with our team. We’ll work with the merchant on your behalf to rectify the dispute. 
To ensure the process moves forward quickly, compile your supporting documents (emails, letters, receipts, and records of the time/dates you communicated with the merchant). It can take up to 120 days to resolve a dispute with the merchant. 

If you are disputing a debit card transaction, we recommend that you contact the merchant first and work directly with them to resolve the issue. If you contact the merchant and are unable to rectify the situation, you can: 

  • Submit a dispute claim through Digital Banking. Log In to your Andrews Federal account online, then find the transaction in your debit card transaction history. Click the dots to the right of the transaction and you can begin the dispute process online.
  • Call us at at 800.487.5500 or 0800.468.56267 outside of the U.S. to initiate the dispute process.
  • Visit a Branch. Stop in at one of our branches near you and our team members can help you begin the dispute process.
  • Mail us a letter with the details of your claim 
    • Attn: Card Experience & Solutions Team
    • 5711 Allentown Road
    • Suitland, MD 20746

To ensure the process moves forward quickly, compile your supporting documents (emails, letters, receipts, and records of the time/dates you communicated with the merchant). It can take up to 120 days to resolve a dispute with the merchant. International purchase disputes can take up to 210 days for resolution.

  • If you suspect fraud on your account, call us immediately at 800.487.5500 or 0800.468.56267 outside of the U.S.  
  • We will promptly block your card and get a new one issued to you.
  • We will research the transaction(s) and you will not be responsible for any unauthorized fraudulent transactions. 

 

If you are disputing a credit card transaction, we recommend that you: 

  • Contact the merchant first and work directly with them to resolve the issue. This process is generally the fastest way to resolve a billing dispute. 
  • If you contact the merchant and are unable to rectify the situation, call us at at 800.487.5500 or 0800.468.56267 outside of the U.S. and file a dispute with our team. We’ll work with the merchant on your behalf to rectify the dispute. 
To ensure the process moves forward quickly, compile your supporting documents (emails, letters, receipts, and records of the time/dates you communicated with the merchant). It can take up to 120 days to resolve a dispute with the merchant. 

If you are disputing a debit card transaction, we recommend that you contact the merchant first and work directly with them to resolve the issue. If you contact the merchant and are unable to rectify the situation, you can: 

  • Submit a dispute claim through Digital Banking. Log In to your Andrews Federal account online, then find the transaction in your debit card transaction history. Click the dots to the right of the transaction and you can begin the dispute process online.
  • Call us at at 800.487.5500 or 0800.468.56267 outside of the U.S. to initiate the dispute process.
  • Visit a Branch. Stop in at one of our branches near you and our team members can help you begin the dispute process.
  • Mail us a letter with the details of your claim 
    • Attn: Card Experience & Solutions Team
    • 5711 Allentown Road
    • Suitland, MD 20746

To ensure the process moves forward quickly, compile your supporting documents (emails, letters, receipts, and records of the time/dates you communicated with the merchant). It can take up to 120 days to resolve a dispute with the merchant. International purchase disputes can take up to 210 days for resolution.

Next Steps

Once you’ve filed your dispute, we will begin working on your behalf. Here’s an overview of what you can expect:

  • We may request additional and/or supporting documentation from you related to the dispute. Supporting documentation can include emails, letters, receipts, records of the time and dates that you spoke with the merchant and/or any communications with the merchant to try to resolve the issue.  
  • We’ll work with the merchant during the dispute investigation process.
  • If we think it'll take longer than 10 business days to investigate your claim, you may receive a temporary credit for the amount in question. 
  • If the investigation results in the merchant being responsible and you received a temporary credit, that credit will become permanent and the case will be closed.
  • If the investigation results in a finding that you are responsible, we will remove the temporary credit, and the original charge will be re-applied to your account.

A Few Important Notes

  • Ensure you hang onto all of your documentation until your dispute is resolved.
  • It can take up to 90 days for fraudulent transactions or up to 120 days for billing disputes to resolve the claim.
  • International purchase disputes can take up to 210 days to resolve.

STILL HAVE QUESTIONS?

Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to Enable/Disable Card.  

A variety of factors impact your credit score including the number and severity of late payments, your total number of credit accounts and loans, the type and age of your accounts, the amount of credit you have utilized on your cards, total debt, the number of new credit accounts that you have recently opened, and the number of recent credit inquiries(applying for credit cards and loans). 

Open the Wallet App, click on "Add Card", scan your card and follow the onscreen instructions.

Log into digital banking and go to 'Card Service', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the card image, then go to 'Report Lost or Stolen'.

To redeem your reward points, log into digital banking and go to 'Card Service', and go to 'Card Rewards'.

You may access the "Visa Automated Payment" Form under the "Learn" section of the home page, then click on "Resources", and then "Forms". The form can be mailed to us at:

Andrews Federal Credit Union
P.O. Box 3000
Clinton, MD 20735-6001

Log into digital banking and go to 'Card Services', and then go to 'Card Management', and go to 'Card Details'. Or, click/tap the image of the card, and go to 'Alerts'.

You may submit a new loan application at anytime to request an increase.

Yes, you may use your credit card internationally.

Yes. To place a travel notification on your account, log into digital banking go to 'Card Service', and then go to 'Card Management', and go to 'Card Details' OR go to 'Travel Notifications'.

We do not offer skip-a-payments on credit cards at this time. 

Yes, we offer secured credit cards.  We freeze funds equal to the desired balance.  The money is still yours but is security for the credit line.

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