We work hard to keep your information and accounts secure. As a customer convenience, our fraud monitoring service keeps an eye on your accounts for potentially fraudulent activity. However, if you feel your information may have been compromised or that you were unfairly charged by a merchant, please contact us as soon as possible.
Fraudulent transactions are often the result of counterfeit or skimmed cards, computer breaches or a lost or stolen card.
If you feel that your account may have been compromised, please contact us immediately.
To report fraudulent activity, please call: 636-665-5601
Dispute a Charge
Possible reasons for a dispute may include if you receive a service or merchandise that was defective or not as described, you didn’t receive the service or merchandise or the order or service was canceled or returned after you paid for it, being double charged by a merchant, if you canceled a service but the merchant continued to charge you, if you paid by other means but were still charged on this card, a processing error or an ATM/POS dispute. Please call us as soon as possible to start the claim process.
Please note: Filing a dispute via phone is the fastest way to initiate a claim.
To file a dispute, please call: 636-665-5601*
Dispute Claim Forms
Complete the dispute claim form.
Still have questions? Please call 636-665-5601
Note: To limit liability, timely notification is encouraged (2 business days from loss or theft of access device or 60 days from the statement that lists the disputed item).
*Written confirmation within 10 days of oral notice is required in order to receive provisional credit.
Frequently Asked Questions
How long will it take to resolve a MasterCard dispute or fraud?
Investigation begins as soon as you notify us. Resolution times may vary but must be completed within 90 days.
How can I research MasterCard purchases appearing on my statement?
There is often a phone number for the merchant associated with the charge. If you still do not recognize the charge, you may want to begin the fraud/dispute process.
When will I receive reimbursement for a disputed or fraudulent MasterCard charge?
In most cases credit will be posted to your account within 10 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.
Why do you post fraudulent or unauthorized MasterCard charges?
Bank of Old Monroe is obligated by MasterCard regulations to post all signature based transactions that receive an approval code.
If my card is Lost/Stolen and I have it reissued will the PIN stay the same?
No. Call 636-665-5601 to choose your PIN over the phone.
How do I turn off my debit card if suspicious charges appear on my account?
During normal business hours, you can contact the Operations department at (636) 665-5601. After hours you can contact Fraud Prevention Services at (866) 842-5208.