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– Amy C.
Member Since 2010

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Debit and Credit Card Billing Disputes Amid COVID-19
Debit and Credit Card Billing Disputes Amid COVID-19

Amid concerns surrounding COVID-19, planned travel, entertainment and personal events are being postponed or canceled. We know that Members have made these types of purchases with their debit or credit card and are turning to their Credit Union for help with merchant reimbursements.

We wanted to provide you with information about what to expect and the below steps you should take to make sure you’re being provided reasonable accommodations by the merchant.

Step 1: Check the terms and conditions of your purchase. If you’re able to cancel or change a reservation, do so within the timeline provided.

Q: If I don’t cancel my reservation in time, will the merchant refund me?
A: If you do not cancel within the cancellation timeframe, the merchant is not required to provide you a refund. Unfortunately, the Credit Union is unable to authorize a refund on behalf of the merchant.

Step 2: Reach out to the merchant directly.

Q: When I call the merchant, I’m on hold for a long time. What should I do?
A: Many merchants are experiencing higher than normal call volumes. Start with their website—the answers to your questions may already be addressed online. If you’re able to submit a claim online, be sure to get a confirmation number or proof of the submitted claim.

Q: What should I do if I have an upcoming trip or tickets to an event that has been postponed or canceled?
A: The merchant will be able to best assist you with a refund, credit, or provide other reasonable alternatives. In most cases, merchants are being flexible and working with their customers to provide alternative options during these unprecedented times.

Q: What if the merchant tells me to contact my financial institution?
A: Unfortunately, the Credit Union is unable to authorize a refund on behalf of the merchant. You will need to discuss the options available to you with the merchant directly.

Q: Can’t the Credit Union just reimburse me?
A: No. Unfortunately, the Credit Union is unable to authorize a refund on behalf of the merchant.

Q: What if I haven’t received my refund from the merchant yet?
A: Many merchants are experiencing high volumes of customer inquiries at this time and it may take longer than normal for the merchant to process your refund. Please allow up to 30 days to see your refund reflected on your statement.

Step 3: Always attempt to resolve any billing disputes with the merchant first.

Q: The merchant provided me a resolution, but I’m not happy. What can I do?
A: Try to resolve the dispute with the merchant first. If they are unable to resolve your dispute with a reasonable alternative, feel free to contact us by phone, chat, or secure message. If a reasonable alternative was provided, the Credit Union may not be able to provide other options.

Step 4: Your Credit Union is here for you. We will do our best to assist you and answer any questions you may have.

Q: When should I reach out to the Credit Union about my debit or credit card dispute?
A: Contact us if the merchant is unable to help you or if you are unable to resolve your dispute with a reasonable alternative.

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