Debit Card Dispute Information
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Debit Card Dispute Information

If you wish to dispute a charge on your Atlantic Federal Credit Union debit card, we are here to help. Please follow the steps below so that we can best assist you.

  1. Contact the Merchant: The majority of billing errors can be resolved in the most efficient manner by contacting the merchant directly. Should the merchant be unwilling or unable to correct the transaction, or if you do not recognize the charge, you may request our assistance. Please note that  pending charges cannot be disputed until they post to your account.

  2. Prepare & File:  Gather all necessary documentation, such as receipts, proof of return, copy of communication with the merchant, or any other information relevant to your dispute case.  Then, call 1-866-272-2725 , and a representative will process your dispute.  Please make a note of your dispute case number.

  3. Keep in Touch:  We may send you a letter, requesting additional information. Be sure to read, and respond promptly, to any correspondence you receive from us.  You may call 1-866-272-2725, with your dispute case number, to inquire on the status of your dispute case.

 

Frequently Asked Questions

 

When will I be reimbursed for my disputed charge? 
You will receive a letter within 15 calendar days of the day your dispute was filed, letting you know whether we will be able to reimburse you or not. 

May I keep my current card?
In cases that involve billing errors with authorized merchants, your current card will remain open. This includes situations such as an incorrect amount being charged, the charge was made on the wrong date, an ATM terminal did not dispense funds, etc. In cases of fraudulent or unrecognized charges, your card must be blocked immediately. We will issue a new card and number to prevent further unauthorized charges to your account. After your dispute is filed, please contact us to request a replacement card.

What can I expect after filing a dispute?
We may need signed paperwork or further details on the transaction from you while we conduct our investigation. All requests for needed paperwork will be sent to you via U.S. Mail, so please be watchful for communication from us, and respond as soon as possible. You may risk losing your provisional credit if you do not respond to our requests by the dates indicated in our letters.

How long does the dispute process take?
The dispute process may take between 60 to 90 days. If the dispute is found in your favor, you will receive a letter indicating that the case is closed, and the provisional credit will remain in your account permanently. If we receive a merchant response with supporting evidence that the charge was legitimate, we will send a copy for you to review. If this occurs, you may respond and send additional information to us for further review.

 


 


 


 

  • [Tammy was very nice, as she professionally explained company procedure to me. Even though I didn’t totally agree at the first, I then understood how the Credit Union strives to protect the safety of our members' accounts.]

    Joe C.
  • [April] Thank you for your help the other day with my account. I just wanted to say that the way the Credit Union is operating now is very convenient. I like having an appointment as it eliminates waiting to see a teller or a representative and is much more organized.

    Regina
  • My husband and I have been long standing members of Atlantic Federal Credit Union. We needed a patient, thorough and professional person to assess our {needs}. Adam embodied all of these characteristics and more!! He was always responsive and guided us through the entire process. Even during Covid practices, I never once felt that the personal touch was lost. We are extremely happy with the process and proud to be a member.

    Clyde & Jacqueline
  • Atlantic Federal Credit Union, you have Always been available when I needed You!!
    Onee
  • Thank you so much for taking the time to show us how much your organization cares. This is why me and my family bank with your organization!

    Sonia
  • Member Services representative at the Kenilworth branch, Tammy, is amazing. She is knowledgeable, helpful, and most important to me: extremely courteous. Tammy deserves a huge shout-out!
    Leta
  • Always a great experience with the employees. The tellers always offer help or suggestions. Ginny, Nara, and Donna are awesome!
    Ivy
  • I want to thank you, Adam for all your work with my loan app. You have been such a blessing to me. You are an asset to the Credit Union.

    Viola
  • The best Credit Union I ever used!
    Eugene
  • What a great Credit Union…even before I was a member I felt welcomed. I love the customer service, your mobile app and your services.  Keep up the excellent work, you have me as a member for life.
    Kirkston
  • I've been with Atlantic Federal for more than 20 years. Great customer service  and I love the Holiday and Vacation Clubs.
    Wanda
  • Thank you! Great customer service, great products! I left the “big” banks; now Atlantic Federal is my primary bank.
    Ty
  • I’ve been an Atlantic Federal member for years!  I'm very satisfied with the service.
    Nelly
  • I’ve been a member of MY CREDIT UNION since 2001.  I wouldn’t EVER go anywhere else.  Atlantic Federal is my family.  There are too many pleasant and courteous staff members to try to name!
    Chamecca
  • Very good place to bank at – loans have very low interest and the Atlantic Federal staff is so easy to deal with. Great service!
    LaQuan
  • My experience with Atlantic Federal has been exceptional!  I have told anyone who will listen how great the Credit Union's service is.

    Halima
  • Working with you guys was basically a complete 180 from working with the last bank…so thank you again and we will absolutely be recommending you to all of our friends who are looking for mortgages.

    Heather
  • Yvana has been my go to person at the Credit Union for many years.  I know that whenever I have an issue I can always call on her at any time and she won't hesitate to help me out. Recently, my debit card was compromised and I noticed it after business hours so I wasn't sure of the proper protocol.  I called Yvana, she walked me through the entire process and I came in the next morning to resolve the issue with Eileen, who was also a great help.  The Credit Union is lucky to have such dedicated employees.

    Justin
  • I was worried about how I was going to fund some of my daughter's college tuition. Well thank goodness for Ms. Magaly. She told me to sit down, relax and explain my needs. I was truly expecting to be denied once again like at one of those banks that I've dealt with in the past.  Then she said "We have a loan that fits your needs and you qualify!"  All my worries suddenly went away. I can say that she definitely puts the members first.

    Nathaniel
  • I made it to the Kenilworth branch just before the 5 pm closing.  Even though it was late, Roberto patiently processed my loan – I’m sure on his own time. Then there’s Karina, who is so helpful and always has a smile. If I had a company, these people would be working for me!  You’re lucky to have staff members of this caliber!

    Ed