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When using your card as a Debit Card:
• Always keep your TCB debit MasterCard in a safe
and secure place. Treat it as you would cash or
checks. Contact The Cooperative Bank immediately
at 617-325-2900 or 1-800-528-2273 after hours, if
your card is lost or stolen, or if you suspect
unauthorized use.
• Do not send your card number through email, as it is
typically not secure.
• Do not give out your card number over the phone
unless you initiated the call.
• Regularly review your account statements or
E-statements as soon as you receive them to verify
transactions. Contact The Cooperative Bank
immediately if you identify any discrepancies.
• To protect your account, The Cooperative Bank
recommends that you change your Personal
Identification Number (PIN) every six months.
• Cancel and cut up unused credit and other cards.
• If you receive a replacement card, destroy your old
card.
• When selecting a Personal Identification Number
(PIN) don’t use any number or word that appears in
your wallet (such as name, birth date, or phone
number).
• Ensure no one sees your PIN when you enter it.
• Memorize your PIN. Don’t write it down anywhere,
especially on your card, and never share it with
anyone.
• Make sure any internet purchase activity you engage
in is secured with encryption to protect your account
information. Look for “secure transaction” symbols
like a lock symbol in the lower right-hand corner of
your web browser window, or “https://…” in the
address bar of the website. The “s” indicates
"secured" and means the web page uses encryption.
• Set up a MasterCard Secure Code at
https://tdsc.ftpsllc.com/mcsc/activate
• Always log off from any website after a purchase
transaction made with your TCB debit MasterCard.
If you cannot log off, shut down your browser to
prevent unauthorized access to your account
information.
• Safe-keep or securely dispose of your transaction
receipts.
Dispute FAQs:
What do I do if I believe a charge is incorrect?
If you believe a charge is incorrect, first contact the
merchant and try to resolve the dispute. If the merchant
issues a credit, you should see the credit on your next
statement. If you are unable to resolve the dispute
through the merchant, you can attempt to complete the
dispute through the bank. Please contact the bank for
further instructions on how to initiate a dispute. * To
preserve your rights as stated in your Cardholder
Agreement, written notice of a dispute must reach us
within 60 days after we send you the first statement on
which the disputed charge appears. To learn more, see
our Error Resolution Notice.
Can I dispute an inconvenience I had or rebate I
didn't receive?
Although the merchant didn't meet your expectations,
the transaction cannot be disputed with the bank if you
received the goods or services you purchased. Please
contact the merchant directly.
How can I better assist in resolving my dispute
quickly?
You will often be able to reach a quicker resolution by
working directly with the merchant. The merchant has
direct access to your purchase information and can
service you directly.
If I initiate a dispute, how long will the process take
before there is a final resolution?
In most instances, we will be able to resolve your
inquiry within one month; however more complex cases
may require additional time.
How does the dispute process work?
After gathering information and any documentation you
may have, we will issue a provisional credit to your
account within 10 business days while we investigate
the transaction(s). We notify the merchant of your
dispute. Once the merchant responds, we evaluate the
information they provide and will notify you in writing.
A final credit is issued to close the case or the credit we
originally issued during investigation is reversed.
I received some merchandise that needs to be
returned. Is there anything I should do before
returning it?
Before returning merchandise, you want to check the
merchant’s return policy. Some merchants require a
Return Merchandise Authorization (RMA) number or
have other requirements. If the merchant states they
never received your merchandise back, the tracking
information will be needed to dispute the transaction.
I don't recognize a transaction on my statement.
What should I do?
If there is a joint card owner or authorized card user on
your account, check with them to see if the transaction
belongs to them. You can also try contacting the
merchant. Sometimes, the phone number is listed next
to their name on your statement.
What are some examples of documentation that
might be helpful to my case?
If you returned the items, you might provide
confirmation of delivery which would include the full
address where the items were returned. If you cancelled
a reservation, you may provide the confirmation
number or e-mail. If you were supposed to receive
credit, you can provide a copy of the credit slip from
the merchant.
If the case is resolved in the Merchant's favor, do I
have any recourse?
If you have new or additional information that would
affect the outcome of your case, contact us. We are
happy to do some additional review.
The financial institution has informed you that the
merchant has denied my dispute?
If your dispute case was denied, the financial institution
that issued your Debit MasterCard will be able to
explain the reason. A letter will be sent to you outlining
details of the denial. You can always contact our
dispute center at 1-800-808-6402. Our Customer
Service Professionals are available to assist you
Monday through Friday, 8:00 AM to 8:00 PM E.S.T.
