Debit and Credit Card Disputes
If you believe there are unauthorized transactions on your debit or credit card, please give us a call at 855-847-2027. Timely notification is important. Most transactions must be disputed within 60 days from receipt of your statement date. Failure to do so precludes the member from making a claim against the Credit Union.
Before disputing a charge, we recommend you attempt to resolve the dispute with the merchant who processed the transaction. Many times disputed charges are legitimate charges that consumers may not recognize or remember. Often the merchant can answer your questions and easily resolve your dispute. The merchant’s phone number may be located on your receipt or billing statement.
One way to check for the credits or to view transaction details is to view your account statements through the Online Banking portal.
Refer to the FAQ tab on this page for commonly asked questions and answers.
Lost or Stolen Debit and Credit Cards
If you have a lost or stolen debit card or credit card, please call:
210-229-1128 or 210-229-1800
Members can report lost or stolen cards 24 hours a day, 7 days a week.
Call to Dispute Charges
How do I notify GFCU that I want to dispute a transaction?
If you have a dispute on either your Visa debit card or Visa credit card, you will need to call us at 855-847-2027.
Many times disputed charges are legitimate charges that consumers may not recognize or remember. Before disputing a charge, we recommend you attempt to resolve the dispute with the merchant who processed the transaction. Often the merchant can answer your questions and easily resolve your dispute.
When will I be reimbursed for my disputed charge?
You will receive a provisional credit within 5 business days unless you hear from us in that time period. You will receive a letter in the mail within 15 calendar days of the date you filed the dispute stating whether or not we will require additional documentation to complete your dispute.
May I keep my current card?
In cases that involve billing errors with authorized merchants, your current card will remain open. This includes situations such as an incorrect amount being charged, the charge was made on the wrong date, an ATM terminal did not dispense funds, etc.
In cases of fraudulent or unrecognized charges, your card must be blocked immediately. We will issue a new card and number to prevent further unauthorized charges to your account. You can choose to have us mail you your new card or you can pick it up in person at one of the following branch locations: Balcones Heights, Northwest, San Pedro, St. Mary’s, WW White, or Yarrow. You can get directions to these branches on our locations page.
What can I expect after filing a dispute?
We may need additional paperwork or further details on the transaction(s) from you while we conduct our investigation. All requests for needed paperwork will be sent to you via U.S. Mail, so please be watchful for communication from us, and respond as soon as possible. You may risk losing your provisional credit if you do not respond to our requests by the dates indicated in our letters.
How long does the dispute process take?
The dispute process may take between 60 to 120 days. If the dispute is found in your favor, you will receive a letter indicating that the case is closed, and any provisional credit given will remain in your account permanently. If we receive a merchant response with supporting evidence that the charge was legitimate, we will send a copy for you to review. If this occurs, you may respond and send additional information to us for further review.
How can I get a copy of my sales receipt?
To obtain a copy of the original receipt, you must contact the merchant. Generations Federal Credit Union does not own or retain any credit card or debit card sales receipts.
What do I do if I canceled a monthly recurring transaction and continue to be billed?
You must notify us within 60 days of the statement date the charges appeared on your statement. You will need to call us at 855-847-2027 to provide us with the date of your cancellation and the cancellation number (if available).
What do I do if a credit or refund from a merchant was not posted to my account?
Please allow the merchant 15 business days to issue a credit or refund to your account. If after 15 business days your problem is not resolved, please call us at 855-847-2027 to dispute the charge(s). Please provide as much documentation as possible to assist in the investigation of your dispute, including a copy of the credit slip or credit confirmation number.
What do I do if a transaction amount on my statement is not what it should be?
Call us at 855-847-2027 to dispute the charge. Please provide as much documentation as possible to assist in the investigation of your dispute, including receipts and/or invoices that show the correct dollar amount.
Can I dispute hotel charges if I canceled my reservation before check-in?
Yes. Notify us at 855-847-2027 within 60 days from the statement date where the charges appeared. If you cancelled the reservation, have as much documentation on hand to share with us as possible, including the date and time of the cancellation and your cancellation number.
What do I do if the item I purchased is not as described or is defective?
Notify us at 855-847-2027 within 60 days from the statement date the charges appeared. If your purchase was a face-to-face transaction, please be able to provide us with a written description of the merchandise or service, proof of your return or your attempt to return the merchandise, a written statement from an expert on their letterhead that supports your claim of the defect or inaccurate description of service, and copies of all related documentation (receipts, contracts, etc.).
Will I be charged interest or fees on a disputed credit card transaction?
You do not have to pay amounts in question while we are investigating, but you are obligated to pay the parts of your bill that are not in question. While we investigate your dispute we cannot report you as delinquent or take any action to collect the amount you are disputing.
What is the time limit to contact GFCU about settling a dispute with a merchant?
We must hear from you within 60 days from the statement date the error appeared.
- How do I report my GFCU Credit Card or Debit Card as lost or stolen?
What can I do to protect my account information?
Protect your Online Banking and Mobile Banking login credentials. Make sure no one can see when you sign in and out of your desktop or mobile device. Never reveal your Passcode to anyone. No Generations Federal Credit Union representative will ever ask you for your Passcode. Notify us immediately if you notice any unusual account activity. Keep all account documents in a secure location.
If you have a Generations MyAdvantage Checking account, you already have complimentary security features in place to help you protect your account, such as identity theft protection, credit monitoring for you and your entire family and access to your credit report every 90 days.