File a claim or dispute a transaction
If you see a charge you don’t recognize or had an issue with a purchase, you can submit a credit, debit, ATM, or HSA card dispute or claim within 60 days of the date it appears on your statement.
Many times, disputed charges are legitimate purchases that you may not recognize or remember, so before you file a claim we recommend reviewing your recent receipts or online shopping emails.
The easiest and fastest way to submit a fraud claim or dispute is in Patelco Online™ or the Patelco Mobile App. After you log in, select the ACCOUNTS widget and then select the dispute option next to the relevant transaction. We encourage you to file online, but you can also call us at 800.358.8228, visit a local branch or write to Patelco Credit Union, Card Services Department, PO Box 2227, Merced, CA 95344-0227.
Introducing onetime passcodes
We’ve added a new layer of security to our credit and debit cards, especially useful for cardholders shopping online. For certain transactions, onetime passcodes sent to your mobile phone will help us make sure your transactions belong to you.
Here's how it works: A passcode request will pop up during certain online transactions when our system detects the need for additional security. If you receive a request, check your mobile phone for a text containing the passcode, then enter it where prompted online. If you don’t enter the correct passcode, your transaction will not go through.
If you're having difficulty with a transaction where a onetime passcode is requested, contact us directly at 800.358.8228 for help.
Onetime passcodes will not apply to most transactions, so don’t be surprised if you don’t receive a request. If you do see one, rest assured that this extra authentication step is just a sign that our security measures are working to keep your accounts safe. Check out onetime passcode terms and details to learn more.
Manage your debit or credit card with ease
Patelco Online™ keeps it simple and secure and is available 24/7. You can:
- Check balances
- Make a payment
- Transfer funds
- Easily view and redeem rewards
- File a claim or dispute a charge
- Set up alerts
- Notify us if you are traveling
- Request a balance transfer
- Report a lost or stolen card
Get started today with Patelco Online™ >
How it works
- Open a rewards-eligible Patelco credit card.
- For eligible cards, enrollment in Patelco Rewards is automatic.
- Accrue points with your purchases. Some cards even offer double points on certain purchases.
- Redeem your Patelco Rewards Points through Patelco Online™.
How to redeem your Patelco Rewards Points
- Points can be used for travel, merchandise, gift cards or cash credit to your account.
- Points convert to cash at a value of $.01 per point.
- 2,500 points (or more) are required for all redemptions.
- Points never expire.
See your current rewards options at Patelco Online™. (When you log in, select the MORE… widget to locate the REWARDS widget and access your rewards account).
Common Patelco Rewards questions
Instant card text alerts are here
You asked for quick and easy notifications, and we listened. We'll now text you if we see a suspicious transaction on your debit or credit card. (We'll only text you if you've given us your mobile number.) When we text you, you can tell us if the transaction is really yours. This empowers us to block fraud together - and also assures your legitimate purchases are approved.
See all the FAQs here.
In addition to instant card text alerts, we may call and ask you if you made a particular transaction. When we call, the only thing we will ask is if you made that transaction. We will never call and ask you for personal or confidential information. Beware of caller ID spoofing and fraudsters pretending to be from Patelco or another legitimate business and asking for personal information. If you get one of these calls that seems suspicious, remember that you can always make a call to us at 800.358.8558 and know that you are talking to the right person.
How to verify or update your mobile number
- Log in to Patelco Online™ select your name in the upper right corner, and select Settings. Then select the Contact tab and make sure we have your correct Mobile number.
- Talk to a friendly team member at your local branch
If you prefer not to receive card text alerts, simply unsubscribe using the instructions included in the text message. We may also call or email you about suspicious transactions.
Travel notification and support
Reduce the risk of card fraud by letting us know when you travel.
When you're traveling outside of your home state or country:
- Make sure your contact information is up to date on Patelco Online™, or by calling us at 800.358.8228 or visiting a local branch.
- The easiest way to notify us is in Patelco Online™. Simply go to the MORE widget, then select Member Services to submit a secure form. You can also call 800.358.8228 to let us know your travel dates, the places you’ll visit and the Patelco cards you’ll be using.
How to request a balance transfer
Paying off high interest rate credit cards with your Patelco card is a simple way to consolidate your debt into one manageable payment. Plus, there are no additional charges to request a transfer and the process is easy.
To request a balance transfer:
- Log in to Patelco Online™
- Select the MORE widget and navigate to Member Services
- Select the Balance Transfer form
- Answer a few questions and then select Submit
Tip: Have your credit card account number and the payment address handy.
You can review the status of your transfer by selecting View Submitted Forms within the same Member Services widget. We’ll update you as your transfer is being processed and will send a check directly to your creditor to complete the transfer.
Common fraud and dispute questions
Your Patelco Mastercard® debit or credit card automatically comes with great benefits.
|Pure Mastercard®||Progress Student Rewards Mastercard®||Points Rewards World Mastercard®|
|Safety and Security|
|Zero Liability Protection||•||•||•|
|Mastercard® ID Theft Protection™||•||•||•|
|Emergency Card Replacement||•||•||•|
|Emergency Cash Advance||•||•||•|
|Lost/Stolen Card Reporting||•||•||•|
|Access & Lifestyle Benefits|
|Online Booking Tool||•||•||•|
|Personal Travel Advisor||•|
|Luxury Hotel & Resorts Program||•|
|Travel Accident Insurance**||•|
Safety and Security
Zero Liability Protection
You don’t have to worry when you use your Mastercard card because it’s covered by Zero Liability protection, whether you pay in-store, online, or over the phone. As a Mastercard cardholder, you’re not responsible in the event that someone makes unauthorized purchases with your card. Certain conditions and exceptions apply. †
Mastercard ID Theft Protection™
Detects and helps quickly resolve ID theft events at no extra cost. From scouring the internet to see if your personal info is being sold to helping you clear your name with credit rating agencies, we are there for you 24/7. Simply visit mastercardus.idprotectiononline.com or call 800.MASTERCARD.
Mastercard Global Service™
Provides 24 hours a day, 7 days a week member service assistance with Lost and Stolen Card Reporting, Emergency Card Replacement, and Emergency Cash Advances, as well as assistance with locating ATMs.
Access and Lifestyle Benefits
Get insider access to one-of-a-kind experiences and offers in some of the world's most exciting cities.
Access to private clubs, savings on public courses and resorts, preferred pricing, exclusive programs and preferred booking opportunities on TOURAcademy® programs nationwide.
As a member with a Mastercard® World or World Elite credit card, you will receive free 2 day shipping and free return shipping at over 140 different stores when you enroll at shoprunner.com/mastercard.
Online Booking Tool
Discover a convenient way to book hotels, flights, and car rentals online.
Arrange for a personal, dedicated Meet and Greet agent to escort you through the airport on departure, arrival, or any connecting flights, 24/7/365 at over 450 destinations worldwide.
Enjoy 10% off bookings using using promo code MC10 on onefinestay, which offers vacation homes with hotel-like amenities at onefinestay.com/mastercard.
Personal Travel Advisor
Experienced travel advisors assist with detailed travel plans, recommendations, and access to high quality, high value vacation choices around the world.
Luxury Hotel and Resorts Program
Enjoy the perfect accommodation from a unique collection of exceptional hotels and resorts with a room upgrade**, late check–out**, complimentary breakfast for 2 daily**, exclusive amenities**, and more.
Enjoy exceptional World benefits and savings on a global fleet of luxury cruise ships, mega-yachts and boutique river vessels.
Common questions about your Patelco Debit Mastercard® or Patelco Mastercard® credit card
Shop securely and conveniently with your Patelco card in your digital wallet
Add your Patelco credit and debit cards to the digital wallet of your choice: Apple Pay, Google Pay or Samsung Pay. Then, you can pay for thing simply by using your phone
Common Digital Wallet questions
† As a Mastercard cardholder, you will not be held responsible for unauthorized transactions if: (1) you have used reasonable care in protecting your card from loss or theft; and (2) you have promptly reported to your financial institution when you knew that your Mastercard was lost or stolen.
If you believe there has been unauthorized use on your account and you meet the conditions above, rest easy knowing you’re protected by Zero Liability. Zero Liability does not apply to the following Mastercard payment cards: commercial cards, unregistered prepaid cards or gift cards.
If you have questions regarding Zero Liability coverage or you suspect unauthorized use of your card, contact your financial institution IMMEDIATELY.
*These are summary descriptions only. Additional terms, conditions and exclusions apply. Please refer to your card’s Guide to Benefits for specific information.
**Subject to availability
CSID is a registered trademark of CSIdentity Corporation.
Mastercard, the Mastercard Brand Mark, Priceless and World Mastercard are registered trademarks.
Mastercard ID Theft Protection, Mastercard ID Theft Alerts, and Priceless Cities are trademarks of Mastercard International Incorporated.
¹ Benefits are subject to terms, conditions and limitations, including limitations on the amount of coverage. Coverage is provided by New Hampshire Insurance Company, an AIG company. Policy provides secondary coverage only.