Fraud or dispute

What is a fraudulent transaction?

• Is not recognized
• Did not participate in or authorize
• Did not benefit or expect to receive benefit from the transaction

When we’re open:

• Contact us at 1-800-258-3115. We will block your card, report any unauthorized transactions, open a claim with our fraud department for recovery of funds, and work on getting you a replacement card.
• Visit any of our TwinStar Credit Union Branches. We can report any unauthorized transactions, open a claim with our fraud department for recovery of funds, and print you a new card on the spot.

When we’re closed:

• Call 1-866-272-4481 to have your card blocked immediately and prevent future authorizations.
• Contact us during business hours so we can help with additional steps, like reporting any unauthorized transactions and opening a claim with our fraud department for recovery of funds (or)
• Print, sign and return the cardholder’s fraud forms. Download a copy here

Mail to:
TwinStar Credit Union
Attn: Operations Department
Po Box 718
Olympia, WA 98507

Contact us during business hours so we can work on getting you a replacement card, or stop into any of our TwinStar Credit Union branches so we can print you one on the spot.

Identifying Disputes

What is a card dispute?

A card dispute occurs when you have completed a debit or credit card transaction, but something went wrong. Examples of this include:

• Duplicate posting of a transaction
• Incorrect transaction amount
• Canceled services, still charged
• Merchandise/Services not received
• Didn’t receive credit
• Quality of Goods/Services

How do I dispute a card transaction?

• Call us at 1-800-258-3115. A Contact Center Representative will start the claim process and gather important details.
• Come into any TwinStar Credit Union branch to complete paperwork.
• Complete and return the cardholder dispute form. Download a copy here