Dispute a Debit Card Charge

There is a transaction on my account I don't recognize. How do I get more information?

Often times transactions which occurred online or by phone have a telephone number for the merchant listed with them. You always may contact the merchant to see if they can give you additional information. Sometimes merchants post their transactions under a different name than you expect. If you are unable to reach the merchant, please contact Capitol Federal’s Customer Service Center by logging in to True Blue Online® and sending a secure message or calling 1-888-8CAPFED (1-888-822-7333). We can request a copy of the receipt for transactions over $25 for you or provide general information such as the merchant’s type of business. If the transaction is unauthorized, you may provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. 
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I lost my card. How do I get my card replaced?

Capitol Federal® offers four different ways to report a card as lost or stolen. The best way to report a card as lost or stolen is by calling the Capitol Federal Telephone Banking System which is open 24 hours a day / 7 days a week, including holidays. Call the Capitol Federal Telephone Banking System at 1-888-5TRUBLU (1-888-587-8258).

    - Select option 7 for VISA® True Blue® Debit Card Services Menu.

    - Choose option 2 for card deactivation.

Other ways to report your card as lost or stolen are listed below:

 

My card was stolen, and I have unauthorized transactions on my account. How do I dispute the charges?

We will need to take your card out of service to prevent any additional transactions. Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. We also recommend you complete a police report, as well as an affidavit of forgery (available at any Capitol Federal location). If your PIN was used for the transaction, you must change your PIN. You may also report the unauthorized verbally; however, we may require a written statement to provisionally credit your account. 
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I still have my card, but my statement shows transactions that occurred in another state that I did not do. How do I dispute the charges?

We will need to take your card out of service to prevent any additional transactions. Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. You also may wish to complete a police report, as well as an affidavit of forgery (available at any Capitol Federal location). You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I bought something, but the services or merchandise were never received. How do I dispute this?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes what you purchased, when you expected to receive it, have you canceled the order or spoken to the merchant (if so when and with whom) and the merchant’s response. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I canceled a transaction, but the merchant still charged my account. How do I dispute the charge?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes the date you canceled the transaction, cancellation number, name of person with whom you spoke, the merchant’s response and a description of the services/merchandise ordered. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I canceled a hotel reservation, but they still charged my account. How do I dispute the charge?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes the dates you made your reservation and canceled the reservation, cancellation number, name of person with whom you spoke, and the hotel’s response. Were you provided with a written or verbal cancellation policy? If so, please explain. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the hotel, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I returned something, but the merchant never credited my account. How do I dispute this?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes when you made the return or when the return was shipped, tracking information for the return shipment (if applicable), delivery address and confirmation of delivery, if the merchant provided return instructions and a return policy and why the merchandise was returned. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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My merchandise was damaged/not as described when it arrived. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. Information that will assist us in our investigation includes what you purchased and what was actually received, tracking information for the return shipment (if applicable), delivery address and confirmation of delivery, if the merchant provided return instructions and a return policy and why the merchandise was returned, as well as any contact you have had with the merchant (when and with whom) and the merchant’s response. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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My account shows I was charged twice for the same transaction. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I made a return, but the merchant charged my card for the return amount rather than providing a credit. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing the credit amount also will assist us with our investigation, as well as any other information you have regarding the transaction.  If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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I paid for my transaction with cash/check/a different card, but the merchant charged my account, too. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing you paid by other means also will assist us with our investigation, as well as any other information you have regarding the transaction. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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The merchant increased the amount of my charge after I already signed for it. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing the correct amount for your charge also will assist us with our investigation, as well as any other information you have regarding the transaction. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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The ATM didn’t dispense my money, but charged my account. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing transaction details also will assist us with our investigation, as well as any other information you have regarding the transaction. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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The ATM only dispensed part of my money, but charged my account for the full amount. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing transaction details also will assist us with our investigation, as well as any other information you have regarding the transaction. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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The ATM kept my deposit, but didn’t credit my account. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing transaction details also will assist us with our investigation as well as any other information you have regarding the transaction. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).
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How do I stop a VISA transaction from posting to my account?

A stop payment may be requested on pre-authorized, recurring VISA transactions. Capitol Federal must receive your oral or written notice of the stop payment at any time up to three business days before the scheduled date of the transfer. Typical recurring transactions may include, but are not limited to, an insurance payment, health club membership, or a monthly subscription to a service that was authorized in advance and posts to the account for the same amount and on the same date on a regular basis. 

If you are unsure whether a transaction is recurring, please send a secure message by logging in to True Blue Online or contact our Customer Service Center by calling at 1-888-8CAPFED (1-888-822-7333). 
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I want to send in a transaction dispute to Capitol Federal. How do I do this?

Disputes may be sent via True Blue Online in a secure message, faxed to Capitol Federal at 785-231-6364 or mailed to Capitol Federal Savings, Attn: True Blue Direct, 700 S Kansas Ave., Topeka, KS  66603. They also may be delivered to any Capitol Federal location. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333); however, for some transaction types we may require a written statement to provisionally credit your account. 
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