When To File a Dispute

Whether it’s a misunderstanding or merchant error, sometimes there’s an issue with a transaction.
Learn about your options, steps you can take and what to expect if you decide to file a dispute.

You can sometimes resolve a transaction issue on your own by contacting the person or business that charged you, and we encourage you to try that first.

But when you're unsuccessful in resolving a transaction issue through direct communication, you may want to exercise your right to file a dispute. We've gathered some important information below to help you determine next steps.

When Can I File a Dispute?

You can file a dispute when you want to raise an issue with a transaction you participated in.

It might make sense to dispute a transaction when you:

  • Notice an incorrect or duplicate charge to your account.
  • Paid for a product, service or credit that you didn't receive.
  • Discover a billing error on your statement.
  • Continue to be charged after canceling a recurring fee or subscription.

You might not be able to dispute a transaction when you:

  • Authorized the transaction and received the product, service or credit.
  • Don't cancel within the allowable time period.
  • Misunderstood the terms before you agreed to a subscription.
  • Are unhappy with the product or service, but otherwise nothing is wrong.

Navigating Disputes

Transactions often involve financial service providers like a credit union or bank, debit and credit card issuers or payment apps like PayPal and Venmo. They all have procedures to resolve transaction disputes.

The Payment Dispute Process

Be prepared to provide relevant documentation and other evidence to support your claim and be aware of any time limits for filing disputes. Evidence could include receipts, emails, photographs or screenshots that demonstrate the issue.

The dispute process varies across card issuers and payment apps. Here's a general overview:

  1. You disagree with a charge.
  2. You initiate a dispute with your card issuer or payment app provider.
  3. The card issuer or payment app provider may offer you provisional credit for the amount charged.
  4. The card issuer or payment app provider contacts the merchant and attempts to recover the funds.

The merchant has three options and a deadline:

  • Submit evidence.
  • Accept the dispute.
  • Do nothing.

Your financial institution, card issuer or payment app provider reviews any evidence or documentation provided and decides to either:

  • Overturn the dispute and revoke the provisional credit.
  • Uphold the dispute and the provisional credit will remain in your account.

Filing a Debit Card Dispute

Although our role is limited, we're here to support you throughout your dispute process. We can offer advice on how to proceed and provide details about the transactions that might help you make your case. However, the decision ultimately lies with the merchant that processed the transaction.

Use one of the following methods to initiate a BECU debit card dispute.

Filing a Credit Card Dispute

Use one of the following methods to initiate a BECU credit card dispute.

  • Call 800-654-7728 Monday through Friday 4 a.m. to 7 p.m. and Saturdays 6 a.m. to 3 p.m. Pacific Time 
  • Print, complete, and sign the Visa Cardholder Dispute form (PDF) and return it to: 
    Velera
    P.O. Box 31112
    Tampa, FL 33631-3112
  • You can also fax the completed form to 727-540-2230