If you see a charge you don’t recognize, follow these steps:
A charge error occurs when there is a problem with a charge you have authorized. Some examples of a charge error include:
When you think of fraud, think “stranger danger.” Fraud happens when a merchant posts a charge you did not give authorization, or someone uses your card without permission or authorization. Some examples of fraudulent charges include:
If the charge is fraudulent, file a fraud dispute form4. If the charge is an error (not fraud-related), file a non-fraud dispute form4. When you file a dispute, attach as much supporting documentation as you can, including:
The best way to take care of incorrect or fraudulent charges is to make sure they never happen at all!
Online Banking and Mobile Banking are the easiest ways to actively monitor your accounts. You see transactions in real-time, find more information about individual transactions, and monitor your balances.
With Control My Card by KTVAECU®, you receive real-time notifications for transactions and control when and where your card can be used.
Always be cautious when giving out information. Only give your card information if you are 100% sure you are purchasing from an authentic vendor, and never give anyone your PIN. For more information on keeping your accounts secure and steps you can take, visit the Secure Banking page.
LOST OR STOLEN CARD
If your debit card or credit card is lost or stolen, call us at (865) 544-5400 or contact us through Online Chat. You can also freeze your card anytime with Control My Card by KTVAECU®.
The only way to cancel a pending charge is to contact the merchant. Merchants can send a reversal to prevent the charge from clearing.
There are two ways to cancel automatic debit card payments. The first is contacting the merchant directly and having them stop the charge. The other way is to close out your current card and get a new one with a different number.
It can take up to ten business days to receive preliminary credit for a disputed purchase. Merchants can typically reverse a charge faster, sometimes even the same day, which is why we always recommend contacting them first.
You can dispute a pending charge, but we will have to wait for the charge to clear before filing the claim.
When you file a dispute, any information you provide goes a long way to assist with your case. Any receipts, proof of cancellation, refund confirmation, or correspondence with the vendor should be attached to the dispute form.
1Some restrictions may apply. Ask for details. Message and data rates may apply from your wireless carrier. Ask for details. Control My Card by KTVAECU® is a registered trademark of Knoxville TVA Employees Credit Union. Available to qualifying Members.Card transactions can only be authorized on cards in Control My Card unfreeze status. The cardholder is responsible for setting freeze and unfreeze status' on eligible cards through Control My Card app.2Some restrictions may apply. Ask for details.3Some restrictions may apply. Ask for details. Message and data rates may apply from your wireless carrier.4Please ensure the information submitted is complete and accurate. Only forms completed and submitted will be eligible for a response. Some restrictions may apply. Message and data rates may apply from your wireless carrier. Ask for details.