How To File a Fraud Claim or Dispute a Transaction

Need to file a fraud claim or dispute a transaction? Contact Amplify's customer service team to begin the process.

Written By Matthew Monagle (Member Support)

Updated at October 3rd, 2022

If you feel that someone is trying to take advantage of your cards or accounts, don't worry: Amplify has your back. Our customer service team is standing by to help you challenge fraudulent activity and disputable transactions. In this section, we'll explain the difference between fraud and disputes. We'll also share how to contact Amplify Credit Union if you fear you have been the victim of the former.

Key Takeaways:

  • Fraud occurs when you are unaware of the transactions. Disputes occur when you have a disagreement with a merchant.
  • File fraud or dispute claims within two (2) days of noticing this activity.
  • For checking, savings, or debit card fraud please contact us at (512) 836-5901 or toll-free at (800) 237-5087.

What Is the Difference Between a Fraud and a Dispute?

The primary difference between a fraudulent transaction and a disputable transaction is whether you willingly initiated the transaction. If purchases were made without your knowledge, you would file a fraud claim. However, if you were aware of the purchase but believed the other party failed to meet the expectations of the transaction - such as overcharging or delivering a damaged product - you may choose to file a dispute.

Please note that if you voluntarily provided your credit or debit card to another individual, you may not have a valid claim. You are responsible for any purchases that occur when you knowingly provide your card information to a friend or family member.

What Are Examples of Disputes?

A dispute occurs when you disagree with the state of the product or services offered by a merchant. The following are just a few examples of situations where a member may choose to initiate a dispute.

  • You canceled a transaction within the approved cancellation window but were still charged the full amount by a vendor.
  • You followed a merchant's return process but were never credited with a refund.
  • The quality of the goods or service did not meet the agreed-upon standards.

What Are Examples of Fraud?

A transaction is considered fraudulent when you are willing to affirm that you did not know about the activity. For example, if you log in to online banking and suddenly see purchases in a location you've never visited, you may be the victim of fraudulent charges. You may be required to sign an affidavit verifying that you did not know about the charges as part of your fraud claim.

How Do I File a Cardholder Dispute or Fraud Claim?

Our goal is to make the dispute process as simple as possible for members. First, collect any records you have of the disputed charges or activity on your account. Then contact Amplify at the numbers listed below. Our customer service team will walk you through the next steps in the process, including the required supporting documentation.

Remember: when it comes to filing a dispute or fraud claim, speed is one of the most important factors. Waiting more than two (2) business days to file a dispute or fraud claim can severely impact your liability. This will make it harder for Amplify to resolve the issue to your satisfaction. 

  • For personal and business checking accounts, savings accounts, and debit card claims and disputes, please contact Amplify at (512) 836-5901or toll-free at (800) 237-5087.
  • For consumer credit card claims and disputes, please contact Amplify at (800) 558-3424.
  • For business credit card claims and disputes, please contact Amplify at (866) 552-8855.

If you believe your card has been lost or stolen, please notify Amplify's team so your current card can be canceled and a new one issued. For more information on debit and credit card fraud, visit the Federal Trade Commission Consumer Information website.

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