There is a difference between debit card fraud and disputed transactions.
We’ve put together some basic information to help you determine what type of action you need to take.
Determining Dispute or Fraud
Sometimes you may not recognize the name under which an authorized charge is clearing. You may want to take a closer look at the dollar amount and verify against any recent transactions made before contacting us.
For a transaction to be considered fraudulent, you MUST be able to answer 'no' to the following questions:
- Do you know who made the transaction using your check card?
- Is the transaction a result of you signing up for a 'free trial' online where you were required you to use your check card to pay for shipping only or as a payment method after the free trial ends?
- Did you voluntarily give your check card number to anyone over the phone, provide it on a mailed form or email, or enter it on a website on through a mobile app?
- Did you voluntarily give or loan your check card to anyone?
- No claims can be made if you voluntarily gave your card to someone
With a Cardholder dispute, LOC is submitting a dispute between you and the merchant to VISA® on your behalf. VISA® makes a final determination as to whether or not LOC can charge back the transaction to the merchant for your purchase.
If VISA® allows us to do a charge back for the transaction, you will be reimbursed for the purchase. However, if VISA® denies the request, we cannot charge back the transaction, and you will not be reimbursed. Before we can submit a dispute on your behalf, you must provide LOC with documentation showing you made an attempt to resolve the issue with the merchant before we are able to submit a dispute to VISA on your behalf.
If you believe someone's used your card and PIN to complete transactions without your knowledge or permission, and you did not authorize anyone to perform ATM withdrawals or other PIN-based transactions on your account, please call us at 888.241.2510 to close your card and prevent any further transactions and for further instructions on what to do next.
When to Contact Us
When you suspect fraud due to a lost or stolen card, you must notify us within two (2) business days of the date you first become aware of the card not being in your possession. If you fail to notify us within two (2) business days, you liability may increase your liability to $500.
For suspected fraudulent transactions when you still have the card in your possession, you must notify us within sixty (60) days of when the transaction appeared on your statement, or you are liable for the entire transaction amount.
When you have a dispute, only contact us after you have attempted to resolve the issue with the merchant or service provider.