• MasterCard (Credit) 800.325.3678
• VISA Check (Debit) 800.472.3272, press option 2  

Disputes:  

Q:  What should I do if I have a MasterCard dispute?
A:  University Credit Union MasterCard disputes are handled by Fidelity National Information Services (FIS) our processor in Tampa. All disputes must be made in writing and signed by our member. The signed and written notice must be sent no later than 60 days after receipt of the statement that the charges appear on.  

Ø      Members with eZcardinfo.com access can
      o       Locate the item on their statement
      o       Click on the item
      o       Click on the dispute button

Instructions on disputed will appear as well as a practically completed form which the member can print, sign and submit

Ø      Members who prefer to write a letter of explanation must include
      o       MasterCard account number
      o       Date of the transaction
      o       Name on the transaction and the exact amount of the dispute
      o       An explanation of why the charge is disputed, including that the member did not make or authorize the
           transaction is required

 All written and signed disputes must be promptly submitted to FIS for processing by mail or fax (signed original to be mailed)

Customer Service
PO BOX 30495
TAMPA FL 33630-3495
Customer Service FAX 1-727-570-4879

Upon receipt of the dispute FIS will generate a letter acknowledging receipt, including their Customer Service 800.299.9842 for follow up. Additional information may be requested. Correspondence from FIS will include time frames which must be met for favorable resolution.

Lost or Stolen Debit Card:

You must notify us immediately if you believe your card has been compromised by calling the telephone number(s) listed below.

·        University credit union call center at 786.425.5000 or 800.230.4832 outside Miami-Dade county.
·        Visa debit card services at 800.472.3272

Fraud:

Q:  What should I do if I have Debit card fraud?
A:  University Credit Union Debit Card fraud disputes are handled at any of our seven locations.

Members must tell us within (2) business days of your loss or theft of their card or card information. The information must be submitted no later then 60 days after receipt of the statement.

o       Locate the item(s) on their statement
o       Complete all forms required to file a fraud claim located at our branches; all forms must be completed
         notarize and signed.
o       Date of the transaction
o       Name on the transaction and the exact amount of the dispute
o       An explanation of why the charge is disputed, including that the member did not make or authorize the
         transaction is required
o       Provisional credit will be issued and a new card will be generated the card should arrive within seven (7) to
         ten (10) business days and new PIN will follow and should be received four (4) business days later for
         security reason.

Members who are unable to come to a branch must contact our call center all forms will be faxed to them and must be completed signed and notarized with copy of  proper ID; driver license or passport. The forms must be faxed back to that department at 305.253.4124.

Upon receipt of the dispute FCUL will generate a letter acknowledging receipt. Additional information may be requested. Correspondence from FCUL will include time frames which must be met for favorable resolution.

Disputes:

Q:  What should I do if I have a Debit Card dispute?
A:  University Credit Union disputes are handled at any of our seven locations and or our Call Center.           

o       Member must complete dispute form
o       Debit card account number
o       Date of the transaction
o       Name on the transaction and the exact amount of the dispute
o       An explanation of why the charge is disputed, including that the member did not make or authorize the transaction is required

All forms and any additional information such as receipts or any correspondence with a merchant must be promptly submitted to University Credit Union for processing.           

Upon receipt of the dispute University Credit Union will generate a letter acknowledging receipt, including their Customer Service telephone number 786.425.5000 for follow up.