Merchant Dispute Procedures

WHAT TO DO AND WHEN

  • If a merchant didn’t deliver on promised services
  • If you didn’t receive something you ordered
  • If an incorrect amount was debited by a merchant, or
  • If you need to return something and the merchant won’t credit your card,

Please complete the following actions:

A. First, check your ActorsFCU account to find out how, what date, and where the transaction took place, as well as the amount of the transaction.

B. Next, contact the merchant directly to try to resolve any dispute regarding the transaction. You must do this within 60 days of the original transaction.

C. If you are unable to resolve the dispute with the merchant, fill out the “Notification of Disputed Transaction ” form and the “CUNA Mutual Cardholder Dispute” form (links below) and contact ActorsFCU’s Fraud Management Department at (212) 869-8926, ext. 715, within 75 days from the date of the transaction. We will take steps, at that time, to help you resolve the situation.

Note: You must supply us with proof (emails, letters, etc.) that you have made attempts to resolve the dispute on your own with no results before we can help you.