What to Do If You Don't Recognize a Transaction

Seeing an unfamiliar charge on your account is unsettling — but don't panic. Here's how to handle it, step by step.

Step 1: Look It Up

Before assuming fraud, do a quick search for the merchant name. Many businesses process payments under a different name than the storefront you visited. Check your email for any recent purchase confirmations that might match the charge.

Step 2: Ask Anyone Else on the Account

If you share the account with a spouse or family member, check with them — they may have made a purchase you weren't aware of.

Step 3: Call Us

If you still can't identify the transaction, call us at (830) 792-1950 during business hours. We can look into the transaction details, tell you where it originated, and help you determine whether it's legitimate.

Step 4: Dispute If Necessary

If we confirm the charge appears unauthorized, we'll work with you to dispute it and protect your account. This may include canceling your debit card and issuing a replacement to prevent any further unauthorized transactions.

Act Quickly

The sooner you report a suspicious transaction, the better. Federal law limits your liability for unauthorized debit card transactions if you report them promptly. Don't wait — if something looks wrong, call us right away.