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Dispute Resolution

Serving Those Who Serve

Dispute Resolution

How Do I Report Unauthorized Debit Activity?

As soon as you notice unauthorized activity, please contact Dispute Resolution by:

  1. Live Chat. Click here to Live Chat with a customer service representative. Live Chat hours are Monday - Friday from 8:30 a.m. to 5:30 p.m. (CT). If Live Chat is unavailable, complete the Feedback/Complaint form.
  2. Secured Message.
    • Log into Digital Banking.
    • Click the Account Services tab on the navigation bar located at the top of the web page. A drop down menu will appear.
    • Select the Requests and Messages option which will take you to a new page.
    • Once on the Messages page, click the Ask A Question/Send a Message? Link located on the upper right section of the web page. A message screen will pop up.
    • In this screen, select the drop down menu under the Message Topic section and choose Report Unauth/Electronic Debit or Report Forged or Unauth Cks WD.
    • Next, type a subject title in the Subject section.
    • Lastly, type a message regarding the transaction(s).
  3. Call 254-5532-3000 or 800-477-9801. Select 1 for English or 2 for Spanish. After that, select option 2 and then option 4. A Dispute Resolution specialist is available to assist you Monday - Friday from 8:30 a.m. to 4:30 p.m (CT).

What Happens Next?

We will begin researching your claim as quickly as possible. In most cases, we will make a final decision or will issue a provisional (temporary) credit within 10 business days from the date of your call, but it may take longer, depending on the circumstances.

How Will I Know When You Have Finished Your Research?

  • All notifications will be made by mail or email, so please make sure our records are up to date. Please verify that we have your current phone number, address, both mail and email, on file. If you have not heard from us after 10 business days, you should contact us.
  • If our research determines your claim is valid, then the provisional credit we issued will become final.
  • If our research determines no error occurred, then any provisional credit we issued will be reversed. 
  • For complete information about research timeframes for electronic transfers, please refer to the Electronic Funds Transfer Disclosure and Electronic Services Disclosure.

Don’t Be A Victim. Here Are Some Tips To Protect Yourself Against Unauthorized Transactions:

  • Treat your debit card like cash. 
    • Keep it in a safe place.
    • Memorize your Personal Identification Number (PIN). Never write your PIN on your card or anything stored near your card.
    • Never tell your PIN to anyone, and never let someone else enter your PIN for you.
  • Never provide your personal information, PIN or password in response to an unsolicited phone call or email. The bank will never ask you to provide us with your PIN or password. 
  • Enroll in Digital Banking and review your account activity frequently. Report unauthorized activity promptly.
  • Use a PIN or security code to lock your mobile phone.
  • Use caution when opening unsolicited emails. Avoid clicking on links in such emails. 
  • Do not use public computers to review your financial information or accounts.
  • Protect your computer from malware or viruses by using antivirus and malware software.