Transaction Disputes

Transaction Disputes

Disputing a Transaction

We hate when it happens, but the simple fact is, sometimes you need to dispute a transaction on your account, whether it’s due to a merchant error or suspicious activity. Fortunately, with Online Banking, you can initiate a dispute with a few simple clicks.

Note: If your card has been lost or stolen or you believe a transaction is due to fraud, call 866.309.4934 (International: 303.967.1096) immediately to have your card blocked and order a new card. Do this in addition to disputing any suspicious transactions via Online Banking.

How to Dispute a Transaction

If you believe a transaction was made in error or for the wrong amount, or if you don’t recognize a transaction, follow the steps below to begin a dispute claim. Note that if you want to dispute multiple transactions, you will need to repeat this process for each one.

  1. Login to your Online Banking profile and select the account that contains the transaction you want to dispute.
  2. Click on the transaction you want to dispute, then click the “Help” link in the section that expands.
Step 2 Infographic
  1. In the pop-up window that appears, select “I want to report an error or fraudulent activity” and then click “Select.
Step 3 Infographic  
  1. Read the instructions in the new window that opens, then fill in the “Dispute Details” section of the form at the bottom of the page. Include as much detail as you can about the error or problem you’re reporting. Also fill in the last 4 digits of your card # (or 0000 if unknown) and the merchant name (optional), then select whether or not you authorized the transaction.
  2. Read and agree to the disclosure at the bottom of the form, then click “Submit.” Once the form is successfully submitted to us, you’ll be routed to a confirmation page that contains a link to the Message Center, where you can review the details of the dispute. Any follow up communications regarding the dispute will also appear here.

Remember: If you want to dispute multiple transactions, you will need to repeat the above process for each individual transaction.

Step 4 Infographic
Step 5 Infographic

Frequently Asked Questions

Yes, you can dispute a transaction on the mobile app. The process is almost the same — maybe even a little simpler. In step 2 above, instead of seeing a “Help” link when you tap on a transaction, you’ll see the option to “Dispute Transaction.” Tap this link and you’ll be brought directly to the dispute form referenced in step 4. So go ahead and skip right by step 3!

You must submit your dispute within 60 days from the date of the statement on which the error or problem occurred. But the sooner, the better!
If your dispute is regarding charges that have posted to your account as a result of your card information being fraudulently used (i.e., your card was lost, stolen or accessed and used without your authorization), that corresponding card will need to be immediately blocked and replaced in order to prevent any additional unauthorized charges from posting.  Please notify Frontwave right away of any fraudulent charges so that we may block and replaced your card ASAP. Upon notification of fraud, we are required to block the affected card BEFORE we can process your fraud dispute claim or issue any credit to your account for those unauthorized charges.  
Once we receive your claim we will respond to you via the secure Message Center within online banking. In general, we will tell you the results of our investigation within 10 days after we hear from you and will correct any error promptly. If we need more time however, we may take up to 45 days to investigate your complaint or question. If we decide to do this, we will “provisionally” credit your account within 10 days for the amount you think is in error (less any amount for which you may be liable), so that you will have the use of the money during the time it takes us to complete our investigation.

If we decide that there was no error, we will send you a written explanation within 3 business days after we finish our investigation. We will also make arrangements for the repayment of the provisional credit. You may ask for copies of the documents that we received in our investigation.
This may be a sign your card has been compromised and is being used for fraudulent activity. Call 866.309.4934 (International: 303.967.1096) immediately to have your card blocked and to request a new card. You may then dispute the individual charges using the instructions above.
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