Casap’s Impact
- 85% reduction in dispute-handling costs
- 3× increase in processing capacity
- 90% chargeback win rate
- $1.38 M saved annually
Chartway Credit Union at a Glance
- Headquarters: Virginia Beach, VA
- Founded: 1959
- Members: 260,000+
- Assets: $3.2B+
A solution to reclaim control and member trust
Chartway Credit Union’s Card Services team was overwhelmed. Every dispute, whether debit, credit, or ATM, was handled manually across multiple spreadsheets and a flood of daily emails. Updates from their external processor could take 30 to 90 days, leaving members frustrated and staff exhausted.
As digital transactions grew, so did the pain: delays in provisional credits, limited visibility into claims, and negative impacts on member satisfaction. Chartway needed a way to simplify operations, cut costs, and deliver faster resolutions without expanding headcount.
Automation and partnership that changed everything
Casap’s intelligent dispute and fraud platform gave Chartway the ability to manage every claim from intake to chargeback inside one transparent system. Provisionary credits now go out within hours, not days. Costs dropped 85 percent, and monthly capacity jumped from 1,200 to 4,000 transactions.
Casap’s collaboration-first approach also transformed team morale and member relationships. Disputes, once a major NPS detractor, are now a positive driver. Members send thank-you emails; staff describe the work as “fun again.”
By combining automation, real-time visibility, and true partnership, Chartway turned its biggest operational headache into a source of confidence and competitive advantage.
“Casap feels like part of our team. They listen, customize, and respond within minutes. It’s not a vendor relationship, it’s a partnership.”
-Barbara Matos, Card Services Manager
