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Credit Card Help

Frequently Asked Questions(FAQs)

How do I file a card dispute?
How do I redeem points for merchandise?
What should I do if my card is lost or stolen?
How do I enroll in Credit Card eStatements?
How do I get a copy of my Credit Card statement?
How do I make a Credit Card payment?
How do I transfer funds from my Credit Card?
What can I do to protect my Credit Card information?
What is a finance charge and when does it occur?
Why is a pending transaction different then the actual amount?





How do I file a card dispute?
Before filing a dispute, contact the company who processed the item to resolve with them. They may require you to supply proof of the charge such as:

  • a receipt
  • a copy of your account history or
  • statement
If you cannot reach a resolution with the merchant, you have 60 days from the statement date of which the transaction occurred to file a dispute.

For Debit Card disputes:
  • Visit a local branch to fill out a dispute form or
  • Contact Us to request a dispute form mailed
For Credit Card disputes:
  • Contact Cardholder Services at 800-654-7728
  • Visit a local branch to fill out a dispute form
  • Filll out a dispute form online (must have access to credit card account via Online Banking) 

After the dispute form is submitted:

  • The dispute form is forwarded to our card processor for investigation.
  • For Credit Cards, interest will not be charged on the amount disputed.
  • You may be contacted by our credit card processor through the mail if more information is required.
  • Follow all instructions on letters from the credit card processor promptly. If the forms are not completed and returned, the dispute will be closed.
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How do I redeem points for merchandise?
Points can be redeemed for merchandise awards online or via mail. To redeem points online:
  • Log into Online Banking
  • Click on credit card account
  • Select the CURewards banner
  • www.curewards.com
  • Select the “Merchandise” link to view the merchandise catalog.
  • Add the desired merchandise awards to your shopping cart for redemption.
  • Click on the "Proceed to Checkout" button to place your order online.
  • Enter your name, shipping address and a telephone number and click "Transmit Order" to submit your order.
  • You will receive a confirmation number after your order has been submitted.
  • Keep records of your order until you receive your award merchandise.
To redeem points via mail:
  • Complete the CURewards Order Form that can be printed from this web site.
  • Mail the order form to:
  • CURewards Award Headquarters
    2440 t 34th Street
    Chicago, IL 60608-5134
  • Keep records of your order until you receive your award merchandise.
When to expect your shipment:
  • Generally, awards will be shipped via a parcel delivery service or by the U.S. Postal Service.
  • Should arrive in 4-6 weeks after your order is placed.
  • Larger items may be drop shipped directly from the factory and may take a few weeks longer.
For questions regarding the status of your order or estimated shipping date, call Award Headquarters Customer Service at 1-800-621-4112.

Points can be redeemed for travel awards online or via phone.

Travel awards that can be redeemed through the CURewards Travel Agency include:
  • Airline tickets
  • Hotel certificates
  • Car certificates
  • Vacation packages
  • Experiences
  • Cruises
To redeem points:
  • Visit www.curewards.com, and click on the "Travel" link or
  • Call 1-800-900-6160 and a CURewards travel representative will be able to assist you.
Hours of operation:
  • Monday - Thursday: 10:30 am - 9:30 pm Eastern
  • Friday: 12:30 pm - 9:00 pm Eastern
  • Saturday: 12:00 pm - 6:00 pm Eastern
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What should I do if my card is lost or stolen?
For Lost or Stolen Cards:
  • Call Cardholder Services at 1-800-449-7728 immediately.
  • Once your card has been cancelled, a new card will be mailed to you in 7-10 business days
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How so I enroll in Credit Card eStatements?
To enroll in Credit Card eStatements:
  • Log into your Online Banking account.
  • Click the Credit Card link on your account summary page.
  • Then, click the “online services” link found in the upper right hand corner.
  • Follow the prompts to enroll in Credit Card eStatements.
To cancel Credit Card eStatements:
  • Log into your Online Banking account.
  • Click on the Credit Card link on your account summary page.
  • Then, click the “online services” link found in the upper right hand corner.
  • Follow the prompts to cancel Credit Card eStatements.
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How do I get a copy of my Credit Card statement?
An email notification will be sent when your Credit Card eStatement is available for viewing.

To view your statement:
  • Log into your Online Banking account
  • Select the Credit Card link on your account summary page
  • Click the “Online Services” link found in the upper right hand corner
  • Follow the links to view your Credit Card eStatements
  • Available online from the date you first registered, up to 12 months.
Credit Card paper statements are mailed on a monthly basis.
  • Additional copies can be obtained for a fee:
    • Contact Us
    • Visit a local branch
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    How do I make a Credit Card payment?
    We offer several options to make your Visa Credit Card payments:
    • Log into Online Banking to transfer a payment.
    • Mail a payment to us.
    • Make payments at a local branch through a:
      • Cash Advance
      • Personal Check
      • Certified Check or Money Order
      • Cash
      • Contact Us to make a payment by phone.
      Payments reflect on your credit card account within 2 business days after the payment has been made.

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      How do I transfer funds from my Credit Card?
      Transfers from your Credit Card, commonly known as a cash advance can be done in the following ways: Back to Top



      What can I do to protect my Credit Card information?
      It is important to monitor your credit card statements on a monthly basis to ensure that they are correct and that there are no fraudulent charges on your account. There are many ways to help ensure that your information is safe:
      • Only buy from reputable online merchants.
      • Never disclose your credit card number to anyone that calls and asks for it.
      • If your contact information changes, Contact Us as soon as possible to have it updated. This ensures that we can notify you quickly if suspicious activity is suspected on your account.
      • Use CardLock. It's the only fraud prevention service of its kind that gives cardholders the ability and control to proactively lock and unlock their accounts for signature based use. CardLock protects debit and credit cards.
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      What is a finance charge and when does it occur?
      A finance charge occurs when your monthly periodic rate, to your average daily balance in a billing cycle.
      • It is applied to your account at the end of each billing cycle.
      • Finance charges are charged on any amount of the “new balance” on your credit statement that is not paid by the due date printed on the statement.
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      Why is a pending transaction different then the actual amount?
      An authorization may vary from the final purchase amount in situations where there is an estimated authorization amount or a tip is involved.
      • Example: At a restaurant, an authorization is requested prior to a tip being added. The final purchase amount will include the tip.
      • Example: At the gas pump, an initial authorization is requested prior to dispensing fuel and determining the final amount of the purchase. Many pay-at-the-pump gas purchases are initially authorized for $1 no matter the final purchase amount.
      • Example: At a hotel, an authorization in the amount equal to the entire stay plus an estimated amount for incidentals may be made. This can also be true of cruise lines and car rental companies.
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      Online Banking Enrollment

      Enrolling in Online Banking is simple and FREE:

      1. Enter your User ID
      2. Enter Phone Banking PIN as your Password
      3. Click on the LOG IN button

      If you don't know your Phone Banking PIN, please contact us at 843.797.8300 (Charleston) or 800.845.0432 (Nationwide).