An unauthorized fraudulent transaction only occurs when you have no knowledge of who used your card, you never authorized anyone to use your card, and you received no benefit from the transaction. You will be required to sign and submit the Unauthorized Electronic Funds Transfer Transaction form to certify to that fact.
Important to remember: You must report your lost or stolen card to us immediately at 800.966.8200 — we are available 24 hours a day, every day. Likewise, you must notify us as soon as you discover an unauthorized transaction. Failure to do so could impact your rights. Refer to your Membership Agreement for full details.
In order to process your unauthorized electronic funds transfer transaction claim, we need the Unauthorized Electronic Funds Transfer Form filled out completely and accurately.
We will begin processing your claim as soon as you notify us. You may notify us by phone, fax, in person, or by secure form submission within online banking.
Direct Financial has 10 business days to process your claim. We may take up to 90 days; however, if we cannot finish the investigation within 10 days, we will provisionally credit your account the amount of the claim less any possible liability. If your claim is determined to be invalid you must return the provisional credit and we will debit your account for the entire amount of the provisional credit within three business days of completing our investigation. You will be notified of the results in writing once our investigation is complete.