How do I report fraud or dispute a charge on my check card?
To dispute a signature based transaction, please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their one-call resolution. Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

For PIN based transactions please contact Elevations at 303.443.4672 or 800.429.7626 for assistance with your dispute.

How do I report fraud or dispute a charge on my credit card?
To dispute a transaction on your credit card, please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their one-call resolution.  Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

What is the difference between a PIN based transaction and a SIGNATURE based transaction?
A PIN based transaction involves the use of your card and a 4-digit PIN entry.  These transactions can include ATM use or merchant transactions. Upon approval, the funds are immediately withdrawn from your account.

A signature based transaction involves the use of your card and your signature to complete the transaction.  These purchases are run through Visa and do not post to your account immediately.

How can I research Visa purchases appearing on my statement?
There is often a phone number associated with the charge. Calling the merchant is the first step in your research. If you still do not recognize the charge, you may want to begin the fraud/dispute process.  Please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their new one-call resolution.  Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

For PIN based transactions please contact Elevations at 303.443.4672 or 800.429.7626 for assistance with your dispute.

What should I do if I see a Visa transaction that I don't recognize or that is incorrect?
There is often a phone number associated with the charge. Calling the merchant is the first step in your research.  If you still do not recognize the charge, you may want to begin the fraud/dispute process. Please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their new one-call resolution.  Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

For PIN based transactions please contact Elevations at 303.443.4672 or 800.429.7626 for assistance with your dispute.

How long will it take to resolve a Signature based VISA dispute or fraud?
All disputes are handled by Fidelity, our Visa dispute and fraud service provider.  Depending upon the nature of the dispute, finalization can take 1 - 6 months. Fraud/Disputes must be started within 60 days of the transaction date.  In order to expedite this process, please call Fidelity at 800.600.5249. 

When will I receive reimbursement for a disputed or fraudulent Visa charge?
Credit to your account depends upon how quickly you complete the required forms and return them to us. Once the forms have been received, credit will be posted to your account within 5 business days.  This credit is issued on a provisional basis until the dispute is resolved.  If you do not complete the required forms this credit may be removed from your account.

Is my Visa dispute/fraud case finished once credit has posted to my account?
No.  Provisional credit is provided until the dispute is resolved.  Please be sure to complete all required forms for your dispute.  In order to expedite this process, please call Fidelity at 800.600.5249.  If you do not complete the required forms or if the dispute is reported invalid, the provisional credit may be removed from your account.

Why do you post fraudulent or unauthorized Visa charges?
Elevations Credit Union is obligated by Visa regulations to post all signature based transactions that receive an approval code. You must dispute fraudulent or unauthorized charges through Fidelity after the transactions have posted to your account by calling the Fidelity Dispute number at 800.600.5249.  If the transaction is PIN based please contact Elevations at 303.443.4672 or 800.429.7626 for assistance with your dispute.

If my card is Lost/Stolen and I have it reissued will the PIN stay the same?
Yes, you are able to keep the same PIN or receive a new computer generated PIN for your new CARD number sent to you by mail.  We do not need to know what your current PIN is.  If you choose to keep the same PIN, you will receive the new card by mail without the PIN mailer.

How do I report fraud or dispute a charge on my Business check card?
To dispute a signature based transaction, please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their one-call resolution. Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

Unfortunately PIN based transactions are not eligible for dispute on Business check cards.

How do I report fraud or dispute a charge on my HSA check card?
To dispute a signature based transaction, please contact Fidelity, our Visa dispute and fraud service provider, at 800.600.5249 for assistance in opening your case with their one-call resolution. Fraud/Disputes must be started within 60 days of the transaction date.  For a transaction $20.00 or less please contact Elevations at 303.443.4672 or 800.429.7626.

Unfortunately PIN based transactions are not eligible for dispute on HSA check cards.