Let’s face it – dealing with a financial dispute on your debit or credit card can be time consuming and stressful.
Save some time and take financial matters like card disputes into your own hands! With our new Dispute Self-Service System available through Online Banking and our Mobile Banking App, you now have more convenience and control over the dispute process than ever before. No longer will you have to listen to hold music while you pace around your home or scroll through your phone as you wait in line!
Self-serve card disputes offer many convenient benefits, some of which include:
- 24/7 availability: No need to wait for business hours to report fraudulent activity.
- Faster resolutions: Quickly submit the necessary information and documents for a dispute - potentially leading to a faster resolution.
- Ultimate convenience: Initiate and track the progress of a dispute from the comfort of your own device.
- No waiting on hold: No need to wait on hold for a customer service representative to become available.
- Record keeping: Provides the ability to easily save and access records of any dispute.
To outline how the Dispute Self-Service System works, we’ve compiled several frequently asked questions from members like you to help make the process as smooth and seamless as possible.
Check them out below!
FAQs
How can I submit a fraud claim or a dispute?
We offer three options for reporting fraudulent activity:
- File a claim at any time within your online banking portal or the mobile banking app.
Online banking: From the home page, click on the account for which you would like to submit a fraud claim. Once on the Account Details page, click “More actions” and select “Dispute a Transaction.”
Mobile banking: From the home screen, tap on the account for which you would like to submit a fraud claim. Once on the Account Details screen, tap on the three dots icon at the top right corner and select “Dispute a Transaction.”
- File a claim in person at any Golden 1 branch during operating hours. Any of our associates will be more than happy to assist you with your claim.
- Call our Member Service Contact Center at 1-877-465-3361 to file a claim between the hours of 7:30 am and 6:00 pm Monday – Friday or 9:00 am and 5:00 pm Saturday – Sunday. Please note that our after-hours representatives are not able to file claims. If you call outside the regular call centers hours, you will be encouraged to use the online self-service option for the immediate assistance.
What types of transactions can I dispute using the self-service option?
The online and mobile banking self-service option currently allows you to dispute transactions made with your credit, debit, or ATM card.
The Dispute System isn’t showing the transaction(s) I’d like to dispute. What do I do?
The online and mobile Dispute System may not be able to successfully retrieve older transactions and certain transaction methods. Please call our Member Service Contact Center at 1-877-465-3361 or visit a branch to file a claim if you can’t locate it within the self-service environment.
How can I check the status of my fraud claim?
You can view the status of any fraud claim associated with your account, regardless of the method you used to file initially.
To view the status in online banking, select from the Account Summary page the account for which you submitted a fraud claim. Once on the Account Details page, click “More actions” and select “View Dispute Status.” If you have multiple claims on file, this will display the most recently filed claim and display navigation buttons that will allow you to toggle to earlier claims.
To view the status in the mobile banking app, select from the home screen the account for which you submitted a fraud claim. Once on the Account Details screen, tap on the three dots icon at the top right corner and select “View Dispute Status.” If you have multiple claims on file, this will display the most recently filed claim and display navigation buttons that will allow you to toggle to earlier claims.
Visit our Contact Us page for more information.
How do I cancel my fraud claim?
To cancel your fraud claim through online or mobile banking, select from the home page, the account for which you submitted the fraud claim. On the Account Details page, click “More actions” or if using the mobile banking app, tap on the three dot icons at the top of the screen and select “View Dispute Status.”
If you have multiple claims on file, navigate to the appropriate claim.
Under “Other Actions”, select the “Request case is withdrawn” link.
You may also call the Member Service Contact Center at 1-877-465-3361 during the regular business hours. Visit our Contact Us page for more information.
I have additional documentation on my fraud claim that I’d like to submit. How do I submit it?
If your claim is open/in progress, log into online or mobile banking and select from the Account Summary page the account for which you submitted the fraud claim. On the Account Details page click “More actions,” or if using the mobile banking app, tap on the three dots at the top of the screen and select “View Dispute Status.” Under “Other Actions”, select the “Upload a new file” link.
You may also send documents by email to cardclaims@golden1.com, take the documents in person to your local branch or fax to (916) 288-6862. Please be sure to include your case number on any correspondence.
How long will it take to resolve my fraud claim?
Upon submission of your fraud claim, you will receive a confirmation letter that will provide the next steps and what to expect. This information will include an expected resolution date based on the type of claim you have submitted.
What else should I expect during a fraud investigation?
The card on which the fraud occurred will be closed to prevent additional unauthorized usage; therefore, you will no longer be able to use that card to make transactions.
You should receive a new card, if requested, within 5 to 7 calendar days.
To help avoid interruption in any one-time or recurring payments you have scheduled for your debit or credit card, please give your new card information to companies you have authorized to directly bill your card.
If you added your debit or credit card to a digital wallet and the digital wallet transactions are associated with fraudulent transactions, you should remove the card from the digital wallet immediately. Visit our Credit Card Help page for more information.
