• An item you received: First, attempt to return the item. Items returned to a merchant should include a tracking number, shipping company name, date of return, and the address where the package was sent.
• Recurring billing or a subscription service: If the service has not been canceled according to your agreement with the merchant, you will need to cancel the service.  When you cancel, document the date/time of cancellation, the cancellation number and details of how you canceled, or keep your cancellation confirmation message from the merchant.
• Double-billing or incorrect amounts: Provide your receipt. 
• Non-receipt of merchandise or services: If the order is not received by the expected date in your order, then you must contact the merchant before filing the claim with us. If a date is not specified, you must wait 15 calendar days after the order date before filing a dispute.
• A refund not being posted to your account: You must provide the refund receipt for your claim. Without the receipt, we cannot file a claim on your behalf.

• If you submitted via Online Banking or Tyndall.org: You’ll receive an email confirming your document has been completed
• If you submitted a claim by phone: A representative will give you a claim number and send a DocuSign form to sign electronically. Once it’s completed, you’ll receive an email confirmation that the document has been completed.
• If you submitted a claim in a Tyndall branch: A representative can provide your claim number, and if requested, a paper copy of your claim document. 

• Debit Card Claims:
  The investigation typically takes up to 10 business days. If the investigation takes more than 10 days, you will receive provisional credit for the disputed amount. The claim will be resolved no later than 90 days after filing.
    
• Credit Card Claims:
  The initial review can take up to 30 days. If additional time is required, Tyndall may take up to two billing cycles to finish, but member is not required to pay the disputed amount during the investigation.

Sometimes, claims take longer to resolve. This often happens when the merchant needs to provide more information. 

• Point-of-sale debit card transactions 
• Transactions initiated outside the U.S. 
• New accounts (opened within the last 30 days)
  
  
• Merchant Response:
  Merchants will have an opportunity to respond to the claim. If the merchant provides documentation, Tyndall will mail you a copy for your review 

• Your Response:
  If you receive documentation by mail, you’ll be asked to review and respond by the date listed in the letter so that Tyndall can reply to the merchant  

Once the investigation is complete, you’ll be notified of the result by mail.

Tip: Keep an eye on your mail for updates. Respond promptly to any request for information to help resolve your claim as quickly as possible.