If you did not receive a call notifying you of a compromised card, you do not have any posted unauthorized transactions, and your card is working – you were not impacted. Potentially compromised cards have been identified and blocked. Please let others who were impacted get through and stay tuned for updates.
If NO fraudulent transactions have posted:
You only need to request a replacement card. Do not call to report fraud; complete the Debit Card Request/Reorder form and email to email@example.com for processing. Also include a clear image of your valid state photo ID or driver’s license.
If fraudulent transactions HAVE posted:
You need to complete the Fraud Claims form which will be routed to our Fraud Claims Department for review. Complete the Debit Card Request/Reorder form and email to firstname.lastname@example.org for processing. Also include a clear image of your valid state photo ID or driver’s license.
Once you have submitted a debit card request, please allow 5-7 business days to receive your new card. Once you have submitted a claims dispute, please allow 5-7 business days for your claim to be processed. We will email you if any additional information is needed. Again, please refrain from calling for a status update during this allotted time, as not to create longer hold and wait times for other members or slow down the process as our team works to resolve these matters.
*Please note: Pending Transactions are unable to be disputed. Also note, although pending transactions reflect in your available balance, these transactions are the same as posted transactions. Please monitor your account activity as these are expected to be denied in 3-5 business days. If these transactions do POST to your account, please complete the above steps to submit a claim and receive provisional credit.
Tips to help protect your accounts
- Never open or use a personal bank account to deposit of transfer funds for someone else
- Never pay with gift cards - legitimate companies won't ask you to do this
- Verify that any contact is legitimate before sharing information such as account number, security word, PIN, or password