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:
- Email huecu_card_services@harvard.edu
- 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 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?
- For Credit cards, attach documents in PDF, DOC, or DOCX format in an email to cmsupport@pscu.com.
- For ATM/Debit cards, attach documents in PDF, DOC, or DOCX format in an email to huecu_card_services@harvard.edu or call 617-495-4460.
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.