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.