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Dispute a Transaction: What to Expect

  1. You’ve noticed a suspicious or unauthorized transaction on your account. Now what?

    Once you notice an unauthorized transaction, contact the bank immediately. We understand that this can be a stressful experience, but we're here to help every step of the way!

    Here are a few key steps you can take to help us resolve these issues quickly.

    Disputing a Transaction

    Once a charge is posted, federal law provides the right to challenge the charge.  Every transaction that pends on your account may not post to your account, or, if it does post, it may post for an amount different from the amount of the transaction at the time it was pending.

    You may dispute the transaction as soon as it is posted to your account.

     

    Prepare to file your dispute:

    Verify the transaction has been posted. Consider your relationship with the merchant.
    When transactions are pending, you will see the word “Pending” next to the transaction on your account details page in Online or Mobile Banking. We can only accept disputes on posted transactions. Contacting the merchant may be the fastest way to resolve a question about a charge. Consider contacting the merchant directly before disputing the transaction with the Bank.

     

    Prepare to share helpful details about the transaction(s) in question. Filing a dispute claim for an unauthorized transaction.
    Gather any receipts, invoices, billing, correspondence, or account information related to the charge(s). To file a claim online, log into Online Banking or the Centennial Bank Mobile App. The dispute can be initiated by clicking on the three dots to the right of the transaction amount. Then, follow the steps to file your claim. If you’re not already enrolled in Online Banking, you can Enroll now.

     

    Once your online dispute is received, a claim form will be electronically delivered via DocuSign to the email address on file. Once the form is signed, provisional credit for the amount of the disputed transactions will be temporarily credited to the deposit account.

    A provisional credit is a type of credit we may issue to your account for disputed transactions while we investigate your fraud or dispute claim. We generally issue a provisional credit within one to three business days after starting a claim.  If the claim is found in your favor, the provisional credit will become permanent. If we decide there was no error, any provisional credit will be debited from your account. 

    To file a claim in person or by phone, visit or call your local branch. 

    Once your claim is submitted, Centennial will promptly investigate your claim and contact you, in writing, with the results. On occasion, additional details are needed. Please be on the lookout for calls or emails during the investigation period.