Who can I call at the Defense Commissary Agency if I have questions on my credit or debit card purchase?

Questions about credit or debit card purchases can be addressed to the agency's customer service team toll free 1–800–522–0780 or email CreditCardProgram@deca.mil. (For security reasons, do not cite a card number in the email; include your name and phone number. We will call you to get additional information.) You may contact the customer service team between the hours of 0600 and 1700 Eastern Time, M–F. If you are not able to make contact via the toll free number you can call (804) 765–2900 or (804) 765–2945/2946.

I swiped my debit card and the transaction was denied at the cash register. I then paid for my purchase with a credit card. I checked my bank account afterwards and saw that the debit transaction was posted to my account. How do I get it resolved?

Your first action should always be to contact the toll free number on the back of your card. You may have to file a dispute with your finacial institution. Afterwards, contact the Credit Card Customer Service Team.

Why would the debit card purchase show on my checking account if I was told it was denied?

Basically, the data flows through communications lines to the financial institution and an approval or denial code is sent back to the store. The transmission was somehow interrupted and generated a denial at store level. The transaction will affect your account as a "pending" transaction. A second transmission has to be sent to "confirm" your card purchase. When no confirmation is received, the pending transaction should be released and funds returned for your access.
Our customer service team is available to research the transaction for you and provide assistance for a quick resolution.

How soon are the funds released?

It varies; banks and credit unions operate differently, some react faster than others. Our customer service team has tools available to validate the transaction. If our research shows that DeCA actually received payment for the initial transaction, we can process a reversal immediately. If the agency was not paid, you have to work directly with your bank or credit union. In this instance, you should file a dispute as soon as possible.