Questioned Charges

If there are charges on your billing statement that you do not recognize, call the merchant first, and ask for clarification. Act promptly, so that you will have the necessary information before payment is due.

1. If you need help identifying the merchant, call your bank's customer service number.
2. If the charge is erroneous, generally the merchant will reverse it, and it will appear as a credit on your next billing statement. Before paying your bill, check with the bank's customer service representative, or view your account on-line, to see if the credit has posted. If so, deduct the amount from your payment. If there has been sufficient time for the merchant to reverse the charge, and the credit has not posted, file a dispute form (see next page).
3. If the merchant says it is a legitimate charge to your account, ask for proof, such as a signed receipt. Request that it be faxed to you. If, after receiving the information from the merchant, you do not agree that it is a legitimate charge, file a dispute form (see next page).