Internet criminals want your personal information—and they go phishing to get it. They send out emails or pop-up messages claiming to be from places you do business with. The message may ask you to confirm, validate, or update your personal information—and may say something serious will happen if you don’t do this immediately. They then redirect you to a website that looks official and ask you to provide personal and sensitive information. Mission accomplished: They get your personal information and their crimes continue.
ACTORSFCU ALREADY HAS YOUR ACCOUNT AND CARD NUMBERS. WE WILL NOT REQUEST PERSONAL OR ACCOUNT INFORMATION FROM YOU ONLINE OR BY PHONE.
If you call ActorsFCU, we will ask you questions to verify who you are before providing any information.
Fraud Action Package
If you believe an unauthorized transaction has been made with your VISA Debit Card or ATM card:
1. First, check your ActorsFCU account to find out how and where the transaction(s) took place, and the amount(s). Try to determine if the charge(s) is yours.
2. If you believe the charges are not yours, contact our Fraud Management Department at 212.869.8926, ext. 615. We will block your VISA Debit Card or ATM card and reissue a new debit card once we receive your completed Visa Debit Card Application.
3. Complete the Cardholder Fraud Package forms.
Once we have the necessary documents, our processors will begin an investigation. ActorsFCU will issue your account a provisional credit within five (5) business days. However, if any of the charges are found to be yours—or if a merchant voluntarily reverses a charge—the provisional credits for those amounts will be deducted from your account.
Reporting and Resolving Fraud and Identity Theft
If your card has been lost or stolen, or you suspect you’ve been a victim of fraud, take immediate action. ActorsFCU will do everything we can to resolve any issues, including closing and re-issuing new cards, and your immediate action will help us help you.
Lost or Stolen
VISA Debit / ATM Card
Call 212.869.8926, Option 6, from 9:00 AM to 8:00 PM, or 800.754.4128 anytime. Outside the U.S. call 574.266.0568.
Then fill out the Replacement Card Request Application (we no longer replace ATM cards)
VISA® Credit Card
Call 800.VISA911 (800.847.2911) from anywhere in the world; or 410.581.9994 collect
ActorMiles Credit Card
Call 800.MASTERCARD (800.627.8372); outside the U.S. call 636.722.7111
Call Member Services at 212.869.8926, Option 6, to stop payment or to place holds on your accounts
Unauthorized Account Activity
Follow the steps in the Fraud Action Package
Unauthorized ACH Withdrawal
Call 212.869.8926, ext. 307. Fill out an ACH Withdrawal Affidavit and fax it to ACH Member Services at 212.278.8655
Follow the Merchant Dispute Procedures
Forward the unedited email to email@example.com (don’t change the email in any way, including the subject line)
Suggestions to help protect you from "phishers"
- If you get an email or pop-up message asking for personal or financial information, DO NOT REPLY and do not click on the link.
- Don’t email personal or financial information.
- Review credit card and ActorsFCU account statements as soon as you receive them to check for unauthorized charges. If your statement is late, call to confirm your billing address and account balances.
- Sign up for eDocs and get your statements securely online. They’ll never be lost or intercepted in the mail.
- Exercise caution when opening any attachment or downloading any files in emails, regardless of who sent them.
- If you're asked to call a phone number provided in an email to update your account or access a “refund” from an organization you do business with, call the number on your financial statements or on the back of your credit card.
- Use anti-virus and anti-spyware software, as well as a firewall, and update them all regularly. Use antivirus software that recognizes current viruses as well as older ones, can effectively reverse damages, and updates automatically.
- Forward phishing spam to firstname.lastname@example.org, and to the company impersonated in the email. Please forward spam purporting to be from ActorsFCU to email@example.com.
- If you believe you’ve been scammed, file your complaint at ftc.gov, and visit www.ftc.gov/bcp/edu/microsites/idtheft/. Victims of phishing can become victims of identity theft. You may catch an incident early if you order a copy of your credit report periodically.
- For more information, visit ftc.gov/spam.
The most important tools for prevention are awareness and managing your personal information carefully.
- Safeguard your personal information
- Monitor your accounts and bank statements monthly
- Check your credit report regularly
- Put passwords on all your accounts, including your credit card, bank, and phone accounts
- Avoid using easily available information — your mother’s maiden name, your birthdate, the last 4 digits of your SSN or your phone number — or obvious choices