What should I do if I see a charge that isn't mine?

What should I do if I see a charge that isn't mine?


If you find a suspicious charge on your debit or credit card, there are steps you can take to avoid losing funds to fraud and ensure your account is secure. Follow the steps below to determine the best resolution for your situation.

  1. Take a moment to research the charge. Search online for the company to see if a recognized merchant is associated with the name, as charges may come through labeled as a different business name. You may also want to contact the merchant to get additional information on the charge.
  2. If you still believe the charge to be erroneous or fraudulent, contact our customer care center at 1.800.658.1637. They can provide you with more information about the charge, and if necessary help you submit a formal dispute form.

Disputing a Charge

If you fill out a dispute form, Fidelity Bank places a provisional credit on your account while an investigation into the suspicious charge is performed. If the investigation finds that a credit is needed, you will keep the provisional credit that was applied before the investigation.

If the investigation proves that it was not a fraudulent charge, the provisional credit is debited from your account.

If the investigation indicates that your account number has been compromised, we will work with you to close your current account and establish a new one, complete with a new account number and debit card. In certain situations we may simply provide you with a new debit card to protect you from any further potential fraudulent charges.

Stay informed and connected.

It is a good practice to check your account balance and recent transactions on a routine basis. This not only helps you know how much you have available in your account to spend, but it also allows you to spot suspicious charges faster. In order to make your account monitoring easier, consider signing up for eALERTS to stay notified of your debit card activity by text or email.

We are committed to providing a secure banking experience. If you have any questions about this process, or any other situations concerning account security, please reach out to our Customer Care team. You can also find additional information about threats to your personal financial information, including identity fraud and scams, in our security center.