Credit Cards

Frequently Asked Questions

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?

What should I do if my credit card is damaged?

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 than the actual amount?

Can I use my card outside the U.S.?


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
• A 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 855-325-0904.
• Visit a local branch to fill out a dispute form.
• Fill 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 with uChoose Rewards Program. (PDF)

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What should I do if my card is lost or stolen?

For lost or stolen cards:

• Turn your card off/on and report it as lost or stolen using Online or Mobile Banking. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking, and follow the prompts to close your credit card and request a new one.
• Or you can call Cardholder Services at 855-325-0904.
• Once your card has been cancelled, a new one will be mailed to you in 7-10 business days.
• Check your account to ensure there are no unauthorized transactions.

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What should I do if my credit card is damaged?

For damaged credit cards:

• Sign in to Online Banking
• Click on credit cards
• Click on Manage card
• Click on Replace card

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How do I enroll in credit card eStatements?

• Go to Online Banking
• Click Fiserv Online Account Management
• Click Services
• Click Statement Delivery

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How do I get a copy of my credit card statement?

• Online:
  • Go to Online Banking
  • Click Fiserv Online Account Management
  • Click Account Information
  • Click Account History
• 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 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, or
  • 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:

• Visit a local branch with your credit card to make a cash advance.
• Request convenience checks at a local branch or contact us.

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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.

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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 than 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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Can I use my card outside the U.S.?

Keep your cards open by informing us in advance

Remember to advise the Contact Center when your plans include travel outside the United States.

• Call 843-797-8300 (Charleston) or 800-845-0432 (Nationwide) or visit a financial center.
• With 7-10 days’ notice, we can open your credit and debit cards for international transactions.
• Contact Center Representatives are available to assist you Monday through Friday, 8:00 a.m. - 6:00 p.m.

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