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Credit Dispute Instructions

Please follow the instructions below if you received a call from Falcon Fraud Monitoring service and confirmed that fraud has occurred on your credit card or if you would like to dispute a transaction that is unrelated to fraud:

• Call the Dispute Department at 1-800-600-5249 to dispute the charges.
• The Dispute Department will mail forms that need to be signed and notarized.
  You can wait for the forms in the mail, or to speed up the process you can print the forms (using the links in the gray box above), or pick them up at any branch.
• For disputes unrelated to fraud, the dispute forms require you to
  contact the merchant before filing a dispute.
• The Affidavit of Forgery must be notarized. LANCO has free notary services at all 4 branches.
  Please call in advance to make sure that a notary is available.
• Include a copy of your statement and circle the disputed charges.
• Fax the dispute forms to 727-570-8810 or mail the forms to
  FIS Dispute Department, PO Box 30495, Tampa, FL 33630-3495.
• Check out the FAQ’s for disputes below to help answer any questions or
  contact Lisa or Jacqui at (717) 656-8963 ext 200 or E-mail with any questions or assistance with your dispute.

Frequently Asked Questions

Falcon blocked my card due to fraud. How soon can I get my new card?

LANCO will order a replacement card the following business day of the date the card was blocked. It will take about 7-10 business days for you to receive your card. You can request express 2 day delivery for $35.

How long will the dispute take?

Fraud disputes can take up to 180 days and any other disputes can take up to 90 days.

Will I be charged any fees or finance charges?

No, as long as you have followed the procedures to dispute a transaction the charges will not be included in the finance charge and minimum balance calculation. You will continue to see the charges on your statement until the dispute has been completed.

When will the charges be taken off of my statement?

The charges will be on your statement until the dispute has been completed. The disputed charges will not count towards your balance nor be included in the finance charge or minimum balance calculation.

How did the charges occur on my credit card if I still have my card?

Fraud can occur to anyone at anytime. Even the safest cardholders have been victims of fraud. Fortunately, victims of fraud are not liable for any of the charges. Please follow the dispute instructions to ensure that the dispute is completed.

Why didn’t I get a call from Falcon, or why did they wait so long to call?

Falcon will monitor every transaction on your account 24/7. Each transaction will receive a fraud risk score. If the transaction is scored high in risk, a representative will try to contact the cardholder. It is very important that LANCO has an updated phone number including cell phone numbers to ensure that you can be reached in cases of fraud. Please visit our Falcon FAQ page for more information on Falcon.

Tips for Preventing Credit/Debit Card Fraud

• Keep your card in a secure place. Never leave your wallet or purse unattended.
• Sign the back of your card as soon as you receive it.
• If you are shopping online, only shop at places you can trust. Look for websites that have extra security features including requiring you to log in before purchasing.
• Only use your personal computer when you want to shop online.
• Watch cashiers while you are purchasing something. Verify that you received your card back and not a different one. Make sure they swipe your card on one machine only.
• Thank the few cashiers that actually ask for your ID because they are protecting you.
• If you must do a PIN transaction, shield the keypad when entering your PIN.
• Keep all receipts. Mark out your credit card number if the whole number is printed on the receipt.
• Never let anyone use your card. You are the only person who is authorized to use your card.
• Keep an eye on your statements. Report any fraudulent charges immediately.
• Always shred your statements before throwing them away.
• Request to stop receiving your statements by mail.
• Use ezcardinfo.com to access your account more frequently rather than waiting for your monthly statement.
• Never give out your CID number (the 3 digit number on the back of your card) to anyone you don’t trust. This number is used for phone, online, or mailed transactions to verify that you have the card in your possession. 
• Keep a record of all credit card numbers, expiration dates, and the issuer’s phone numbers in a secure place in case your purse or wallet is stolen.
• Protect yourself and your surroundings. Thieves are getting creative and desperate. If a situation doesn’t feel right, then it probably isn’t.