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What is a chargeback?

A chargeback refers to a transaction reversal initiated by the cardholder’s issuing bank or creditor.

What steps should I take prior to filing a dispute?

Contact the merchant directly in an attempt to resolve the matter with the dates and the outcome of the attempt to resolve the matter.

What can I expect from the dispute department after my dispute is submitted?

  • First, the dispute is reviewed by a dispute specialist.
    • If all information/documentation supports the dispute claim, the dispute may be submitted in a chargeback process.
    • If additional information/documentation is needed a letter is mailed to the cardholder requesting the missing or additional items.

How can I get updates on the status of my dispute?

 

  • For Credit cards, you may email cmsupport@pscu.com or call 888-918-7322.
  • For ATM/Debit cards you may email huecu_card_services@harvard.edu or call 617-495-4460.
  • When emailing or calling, please provide:
    • Your full name as it appears on the card
    • The last 4 numbers of the card associated with the dispute on file
    • Merchant name(s) and the amount of the charge(s)

How can I add additional charges from the same merchant already in dispute?

Credit card dispute:

  • Email Cardholder Services at cmsupport@pscu.com.
  • Call Cardholder Services at 1-888-918-7322.

ATM/Debit card dispute:

When emailing or calling, please provide:

  • Your full name as it appears on the card
  • The last 4 numbers of the card associated with the dispute on file
  • Merchant name(s) and the amount of the new charge(s)

How do I cancel a dispute I recently submitted?

  • For Credit cards, you may email cmsupport@pscu.com or call 888-918-7322.
  • For ATM/Debit cards you may email huecu_card_services@harvard.edu or call 617-495-4460.
  • Provide dispute information:
    • your full name as it appears on the card
    • the last 4 numbers of the card associated with the dispute on file
    • merchant name(s)
    • the amount of the charge(s)

Where can I send additional supporting information/documents to support my dispute claim?

Can disputing a charge on my credit or debit card affect my credit score?

Disputing a charge on your credit card does not negatively affect your credit standing. The credit card company may add a statement to your credit report indicating that the account is currently in dispute.

Is the disputed amount required for payment?

The amount in dispute is not required for payment.

  • The amount is placed in a dispute status to the account.
  • The amount does not accrue finance charges during the investigation.

When can I expect a refund and/or credit to my account?

Credit card

  • When the chargeback is processed a temporary credit will be issued to the account and is subject to the merchant’s response.

Debit card

  • Contact your credit union directly to inquire on a provisional credit to the account while the dispute research is being completed.

How long can the dispute process take?

It takes approximately 60 – 180 days for a complete resolution.

  • Disputes are resolved sooner when all information and documentation is provided at the dispute submission.
  • Specified timeframes vary by association. They are defined by the merchant’s response to our actions. There are several stages a dispute may go through during the process and this allows timeframes to fluctuate.
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