How do I dispute a charge on my credit or debit card or an ACH transaction?

If you notice an unfamiliar or incorrect charge on your credit or debit card or an ACH transaction, it’s important to take action quickly. Citadel offers convenient options to dispute transactions directly through Online & Mobile Banking.

1. Log in to your account in Online & Mobile Banking.
2. Select the account on which the transaction occurred—your credit card, or the account associated with the debit card or ACH transaction..
3. Locate and select the transaction you'd like to dispute.
4. Select Dispute.
5. Confirm the transaction information and select the reason for the dispute.
6. Provide additional information as needed, including copies of documentation as needed.
7. You will be asked to authorize the dispute to be processed on your behalf. All disputes will be reviewed within 10 business days, and can take anywhere from 45-120+ days to resolve and provide final determination.

You can dispute charges that are both fraudulent (not authorized by you) and non-fraudulent (the charge was authorized, but there is an issue with the transaction). Click here  for more information about what types of charges and transactions that can be disputed.

Please note that you are required to make a reasonable effort to resolve the issue with the merchant. If the issue is still unresolved, you may proceed with filing your dispute.