How to File a Dispute
This is why it’s important to use the Guided Troubleshooter whenever a dispute needs to be filed.
What is this system can walk you through the steps of a dispute so that mistakes or confusion can be avoided and help you to be as efficient and comprehensive as possible so the dispute isn’t delayed for the member.
This is the purpose of an Operator Drawer Number in XP.
What is: A number that allows you to determine which department or agent created and completed the transaction from XP.
These are the four Visa DPS Card Statuses used by Falcon.
What is:
1. ND: Lost/Stolen Card (no card pick-up)
2. NE: Fraud (no card pick-up)
3. AE: Fraud (pick-up card)
4. NK: Permanent Restraint (no card pick-up)
This Guided Troubleshooter must be utilized to whenever any sort of dispute must be filed.
What is the Transaction Dispute Guided Troubleshooter.
This is the time zone that all Visa DPS transactions appear in which is important to remember when asking the member for additional clarification.
What is Mountain Time (Eastern Time is 2 hours ahead).
This is the only time that Visa Specialized should be contacted directly for assistance with a dispute.
What is: If a team leader provides permission for you to do so. Please always make sure to notate it in PEGA as well so that if the called is reviewed or pulled it’s documented.
True or False: When completing any kind of dispute verifying all of the member's contact information is a requirement.
What is True since it is important to confirm this information in case the team working on the dispute needs to contact the member.
These are the types of transactions that members can dispute.
What are:
1. Visa (debit and credit)
2. ACH
3. Cleared Checks
4. ATM
A member called to bring their vehicle loan back to good standing and reactivate their card. However, when checking the status in Visa DPS it appears that the card is still blocked even though it is showing as fine in XP. What is the next course of action?
What is: Transferring the member to Visa Specialized team at 6381 to have the block be removed. Remember: the member doesn't have to be ScreenPOP validated for this so any validation is okay as long as the member has been verified in an appropriate manner.
A member purchases a dress on a fast-fashion website which ends up not matching up to the initial description and photo. This is the dispute reason that should be selected.
What is: Goods or Services not as Expected
This is the difference between Auth and Clear Adv when it comes to Transaction Class.
What is Auth means that the transaction is pending whereas Clear Adv means that the transaction has been posted to XP and Digital Banking.
A member mentions that they submitted a transaction dispute and plastic reissue previously. However, after reviewing PEGA it appears that there is no active plastic reissue request. This is the Support Department to contact before proceeding with submitting a new plastic reissue.
What is: Reach out to SS DS Items Processing under Speed Dial Code 430 or 508-382-8411
True or False: If a dispute is being completed where it is readily apparent that it will not be found in the member's favor it is okay to not mention the provisional credit since it might set an expectation for the member.
What is True: Use your best judgment but if it is obvious that the member is disputing a transaction for a particularly silly reason it is okay to not mention the credit.
This is the Processing Group Number in XP that will indicate whether the purchase or withdrawal in question is an ACH transaction.
What is: 8000
True or False: When a transaction is being questioned by Falcon it will always show that the card status in blocked in Visa DPS.
What is false: Sometimes especially if the member disconnected the courtesy contact from Falcon mid-way through or did not respond due to suspicions or bad service they will wait 24 hours for the member to contact either them back directly or DCU to block the card. This is why it is extremely important to go off of the phone number that contacted them and when they were contacted instead of what is Visa DPS.
A member has given their card information to the Lafayette Club while they go and have a good time with their friends. At the end of the night, they noticed that a tip of 10 % of the total purchase was added to their bill and had no luck contacting the company. This is the dispute reason that would be utilized to proceed.
What is: Incorrect Amount.
What response code in Visa Resolve means that Falcon is blocking the transaction due to suspicions of fraudulent activity.
What is: D-102.
A member is not satisfied with the resolution of their transaction dispute. In addition to refiling the dispute, this also must be done to avoid a NIGO ticket or feedback from a support department.
What is: Email Visa-Disputes@dcu.org to alert Card Services it is a repeat dispute (include the Service Request number, Member Number, and member name)
A member calls to dispute a transaction. The agent provides self-service education, but at the member's request still files the dispute. Additionally, a new card for the member is ordered once the dispute is finalized. This is why a NIGO or feedback will be provided once the service request is reviewed.
What is: When a member mentions that the card is lost, that there are fraudulent transactions, or that they wish to shut off a card it must be shut off before a new card is ordered, no exceptions. This is because if the card is still active more fraudulent activity could occur, which could lead to additional losses and frustration for the member.
A non-member calls to indicate that they were attempting to use the ATM at one of our branches and instead of withdrawing the funds it just deducted the amount from the account and printed a receipt. What is the next course of action for this non-member?
What is: Have them reach out to their originating financial institution to dispute with them. The other financial institution will then contact DCU to find out additional information and see if it can be corrected.
This is where in Visa DPS the agent can find a listing of all card activity and updates to the card status.
What is Under Maintenance History. It will list FALCON WORKSTAT if Falcon has contacted the member.
A member purchases Airpods on the Target website, and it arrives broken with the microchip hanging out of it. This is the dispute reason that should be selected.
What is: Damaged Items
True or False: Seeing a transaction in red in Visa DPS means that a refund is already authorized and in process by the merchant so it is not necessary to dispute a transaction
What is true.
A member needs a provisional credit expedited, and you believe that it’s an appropriate situation. This is who you would contact to request that the credit be expedited.
What is: The Team Leader Hunt Group under Speed Dial Code 236 and selecting option number two
These situations are when it's appropriate to select the "Transaction is not found in last 90 days" box.
What is:
1. Pending transactions where the member is insistent on proceeding
2. Transactions that were already resolved
3. If a Team Leader has reviewed the situation and approved you to select this option
Because the Drawer Number is the same for both Visa and ATM Disputes, this should be looked at next in determining what type of dispute will be submitted.
What is: The XP Description
A member’s card is not activated according to Visa DPS. Before transferring the member to Visa Specialized to activate the card what is it critical to check in XP.
What is the date that the card was created since depending on when the card was created we might not be able to activate it anymore and a new card might need to be issued instead.
A member joins a gym to get healthy. After a couple of months, they decide that they don't like the atmosphere of the establishment and cancel on good terms. However, the month after they cancel they continue to see the monthly fee amount taken out of their Free Checking account. This is the dispute reason that would be utilized to proceed.
What is: Canceled Service / Goods. Be careful though since sometimes as part of the contract it will specify that the member could be charged for a few more months due to canceling their membership so the member might be asked to provide their contract during the dispute process.
This is why it is important to check if "PIN was Present" on any and all transactions that the member is looking to dispute in Visa DPS.
What is: if a member is claiming that a transaction is fraudulent and the PIN was present we also need to create a new PIN number for the member.
A member mentions that they have a Choice Fitness transaction going back to last year after previously cancelling and receiving proof. When reviewing Visa DPS however it appears that these transactions only date back to January of 2024. This is who you should contact before proceeding so that a NIGO isn’t received.
What is: The Team Leader Hunt Group under Speed Dial Code 236 and selecting option number one
When finalizing a dispute with the member these two pieces of information are critical to communicate with the member to achieve one call resolution.
What is:
1. When the provisional credit will be issued
2. That disputes cane take up to 90-days to fully resolve through Visa
John Jacob Jinglemeyer Smith is unsure on which card the Disney Plus transaction for $10.99 originated from. This is how you can see which card this transaction occurred on so that the dispute can be resolved.
What is:
1. Under Debit Authorizations in XP and then click on Free Checking or DCU Visa which will list the card number.
2. Search Visa DPS and locate the card number by the transaction history.
When reviewing a member's credit card you notice that there is a J-Block on the member's card in XP and appears to also have an AK: Permanent Restraint block as well in Visa DPS. What is the next course of action.
What is: Let the member know that their card limit has been revoked and that once the line of credit has been paid down to $0.00 that they will need to apply for a new card. J-Blocks can not be removed unless it is DCU error for them being added in the first place.
A member calls in and states that they don’t recognize transactions from the 30th of June. This should be checked in Visa DPS prior to proceeding with the transaction dispute and plastic reissue.
What is the Entry Mode column indicating how the transactions were completed, some of which were with the chip (aka code 05). Therefore, we need to ask the member if the card was lost during their travels.
DOUBLE JEOPARDY: A DCU member calls in ScreenPOP validated to add a purchase note for a Target transaction of $734.08. When reviewing in Visa DPS you notice that there are several transactions with entry mode 07. This is what you would do next before transferring the member to Visa Specialized.
What is: if the transaction has an entry mode of 07 or 91 – a team leader needs to be contacted before placing a purchase note. The TL will review, then either approve or deny placing the purchase or travel notification.
When filing a dispute for Apple.com transactions of $9.00 that date back to March of 2024 the service request is not generating all of the transactions discussed. This is the procedure that should be followed prior to submitting the dispute so that a NIGO isn’t received.
What is:
1. Check Visa DPS to make sure that the transactions are on the selected card
2. Ask the member probing questions to check the initial date of when the transactions appeared on the card
3. Reach out to the Team Leader Hunt Group. Then, if the team leader still says to submit the dispute please notate their name in the service request so that it’s documented should there be push-back from the Visa Specialized team.