If you notice an error on your account or need to dispute a transaction, we're here to help. Follow our simple process to resolve the issue quickly.
Follow these simple steps to file a dispute. Most disputes are resolved within 10 business days.
Identify the transaction you believe is incorrect and gather relevant details like date, amount, and merchant.
For many issues, contacting the merchant directly can resolve the problem faster. Try this first if possible.
Submit a dispute through online banking, our mobile app, or by calling customer service.
Monitor your dispute status through online banking. We'll notify you of updates and resolution.
Understanding the timeline helps you know what to expect during the dispute process.
| Stage | Timeframe |
|---|---|
| Dispute Filed | Day 1 |
| Provisional Credit* | Within 10 days |
| Investigation Complete | Up to 45 days (90 days for certain transactions) |
| Final Resolution | Within 2 days of investigation |
*Provisional credit may be applied while we investigate. If the dispute is resolved in the merchant's favor, the credit may be reversed.
Having these documents ready will help speed up your dispute.
For most errors and unauthorized transactions, you have up to 60 days from the date of your statement showing the problem. For certain issues like goods not received, timeframes may vary. File your dispute as soon as possible to protect your rights.
For most disputes involving unauthorized transactions or billing errors, we'll issue a provisional credit within 10 business days while we investigate. This credit may be reversed if the investigation finds the transaction was valid.
We'll investigate the transaction, which may include contacting the merchant or reviewing documentation. We'll notify you of the outcome in writing. You can track the status of your dispute through online banking.
If you disagree with our decision, you have the right to request additional review. Contact our dispute resolution department within 60 days of receiving the decision to discuss your options.
For issues like duplicate charges, wrong amounts, or goods/services problems, contacting the merchant first can often resolve the issue faster. For unauthorized transactions, contact us immediately without contacting the merchant.
Our dispute resolution specialists are available to guide you through the process.
1-800-555-BANK
24/7 Support
disputes@citadeltrust.com
Response within 24h
Visit any location
Mon-Fri 9am-5pm
Your rights under the Electronic Fund Transfer Act and Truth in Lending Act protect you when disputing errors. For more information about your rights, visit our FAQs or contact customer service.
Last updated: February 2026