True Blue Money

True Blue® Money Transaction Dispute


There is a transaction on my account I don't recognize. How do I get more information?


Oftentimes, transactions which occurred online or by phone have a telephone number for the merchant listed with them. You always may contact the merchant to see if they can give you additional information. Sometimes merchants post their transactions under a different name than you expect. If you are unable to reach the merchant, please contact Capitol Federal’s Customer Service Center by logging in to True Blue Online® and sending a secure message or calling 1-888-8CAPFED (1-888-822-7333). We can request a copy of the receipt for transactions over $25 for you or provide general information such as the merchant’s type of business. If the transaction is unauthorized, you may provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them.

My card was stolen, and I have unauthorized transactions on my account. How do I dispute the charges?


We will need to take your card out of service to prevent any additional transactions. Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. We also recommend you complete a police report, as well as an affidavit of forgery (available at any Capitol Federal® location). If your PIN was used for the transaction, you must change your PIN. You may also report the unauthorized transaction by logging in to True Blue Online and sending a secure message or by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333); however, we may require a written statement to provisionally credit your account.

I still have my card, but my statement shows out-of-state transactions I did not make. How do I dispute the charges?

We will need to take your card out of service to prevent any additional transactions. Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. You also may wish to complete a police report, as well as an affidavit of forgery (available at any Capitol Federal location). You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I bought something, but the services or merchandise were never received. How do I dispute this?


Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes what you purchased, when you expected to receive it, if you have canceled the order or spoken to the merchant (if so when and with whom) and the merchant’s response. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I canceled a transaction, but the merchant still charged my account. How do I dispute the charge?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes the date you canceled the transaction, cancellation number, name of person with whom you spoke, the merchant’s response and a description of the services/merchandise ordered. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I canceled a hotel reservation, but they still charged my account. How do I dispute the charge?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes the dates you made your reservation and canceled the reservation, cancellation number, name of person with whom you spoke and the hotel’s response. Were you provided with a written or verbal cancellation policy? If so, please explain. You also may provide any documentation that may assist in our investigation, such as email correspondence with the hotel. If you have not already contacted the hotel, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I returned something, but the merchant never credited my account. How do I dispute this?

Please provide a written statement listing the transactions you wish to dispute, as well as telling us why you are disputing them. Information that will assist us in our investigation includes when you made the return or when the return was shipped, tracking information for the return shipment (if applicable), delivery address and confirmation of delivery, if the merchant provided return instructions and a return policy, and why the merchandise was returned. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

My merchandise was damaged/not as described when it arrived. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. Information that will assist us in our investigation includes what you purchased and what was actually received, tracking information for the return shipment (if applicable), delivery address and confirmation of delivery, if the merchant provided return instructions and a return policy, and why the merchandise was returned. Please also include any contact you have had with the merchant (when and with whom) and the merchant’s response. You also may provide any documentation that may assist in our investigation, such as email correspondence with the merchant. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

My account shows I was charged twice for the same transaction. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transaction by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I made a return, but the merchant charged my card for the return amount rather than providing a credit. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing the credit amount also will assist us with our investigation, as well as any other information you have regarding the transaction. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I paid for my transaction with cash/check/a different card, but the merchant charged my account, too. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing you paid by other means also will assist us with our investigation, as well as any other information you have regarding the transaction. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

The merchant increased the amount of my charge after I already signed for it. How do I dispute this?


Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing the correct amount for your charge also will assist us with our investigation, as well as any other information you have regarding the transaction. If you have not already contacted the merchant, you may wish to do so, as they may be able to resolve your concern directly. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

The ATM didn’t dispense my money, but charged my account. How do I dispute this?

Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing transaction details also will assist us with our investigation, as well as any other information you have regarding the transaction. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

The ATM only dispensed part of my money, but charged my account for the full amount. How do I dispute this?


Please provide a written statement listing the transaction you wish to dispute, as well as telling us why you are disputing it. A copy of your receipt showing transaction details also will assist us with our investigation, as well as any other information you have regarding the transaction. You may also report the transactions by logging in to True Blue Online and sending a secure message or calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333).

I want to send in a transaction dispute to Capitol Federal. How do I do this?

Disputes may be sent via True Blue Online in a secure message, faxed to Capitol Federal at 785-231-6364 or mailed to Capitol Federal Savings, Attn: True Blue Direct, 700 S Kansas Ave., Topeka, KS 66603. They also may be delivered to any Capitol Federal location. You may also report the transactions by calling our Customer Service Center at 1-888-8CAPFED (1-888-822-7333); however, for some transaction types we may require a written statement to provisionally credit your account.