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How to Dispute a Charge - Non Fraud

Click on the statement below that best describes your situation.

SCENARIO 1

IF:

  • You are not satisfied with the product or service, or it is damaged.
  • You did not receive the merchandise or services.
  • You were overcharged.
  • You paid for merchandise or services by another means.

THEN:

  1. You must contact the merchant to attempt to resolve the dispute by making arrangements to return the merchandise and/or cancel the service.  In most cases you can resolve the dispute with the merchant.

  2. If you are unsuccessful in resolving the disputed transaction directly with the merchant, complete the ‘Cardholder Dispute Form’ (Non-Fraud) and supply all supporting documents (e.g. receipts, e-mail communication, merchant contracts or return policy) which will strengthen your dispute with the merchant. 

    Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared.


  3. We will begin the investigation as soon as we receive your dispute form.  Be sure to provide your phone number so that we may contact you if we have any questions. 
     
  4. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type. 
     
  5. Please allow us time to process your disputed transaction. 
     
  6. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.

    Mail form to: Star One Credit Union
    Attn: Card Services
    PO Box 3643
    Sunnyvale, CA 94088-3643

    Or fax to (408) 543-5203, Attn: Card Services


SCENARIO 2

IF:

  • You were promised a credit from a merchant and didn't receive it.

THEN:

  1. Per Visa Regulations, a merchant has 5 days to credit back a refund.
  2. Complete and submit a Cardholder Dispute Form after the 5 day period expires.  Include a copy of the credit slip if supplied by the merchant.

    Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared.

  3. We will begin the investigation as soon as we receive your dispute form.  Be sure to provide your phone number so that we may contact you if we have any questions.
     
  4. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
     
  5. Please allow us time to process your disputed transaction.
     
  6. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.

    Mail form to: Star One Credit Union
    Attn: Card Services
    PO Box 3643
    Sunnyvale, CA 94088-3643

    Or fax to (408) 543-5203, Attn: Card Services

SCENARIO 3

IF:

  • You received a portion and/or none of the currency from an ATM withdrawal.

THEN:

  1. Complete the Cardholder Dispute Form (Non-Fraud). 
    *Please supply a copy of the transaction receipt providing it was dispensed at the time of the transaction.

    Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared.

  2. We will begin the investigation as soon as we receive your dispute form.  Be sure to provide your phone number so that we may contact you if we have any questions.
     
  3. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
     
  4. Please allow us time to process your disputed transaction.
     
  5. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.

    Mail form to: Star One Credit Union
    Attn: Card Services
    PO Box 3643
    Sunnyvale, CA 94088-3643

    Or fax to (408) 543-5203, Attn: Card Services

SCENARIO 4

IF:

  • You were charged twice for the same transaction.

THEN: 

  1. Complete the Cardholder Dispute Form (Non-Fraud).  *If available, please supply a copy of the transaction receipt.

    Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared. 
     
  2. We will begin the investigation as soon as we receive your dispute form.  Be sure to provide your phone number so that we may contact you if we have any questions. 
     
  3. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type. 
     
  4. Please allow us time to process your disputed transaction. 
     
  5. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.

Mail form to: Star One Credit Union
Attn: Card Services
PO Box 3643
Sunnyvale, CA 94088-3643

Or fax to (408) 543-5203, Attn: Card Services

 

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