VISA® Cards - Dispute and Fraud
Compromised Cards or Fraudulent Transactions
Deer Valley Credit Union strives to offer safe and secure financial service solutions. We use a wide array of risk management services, tools and resources to create a loss prevention culture within the credit union to ensure the safety of your card. In particular, we monitor account activity, identify trends, work to reduce or restrict activity and reissue cards, when needed. As a reminder, if you ever suspect fraudulent activity on your account, please call (602) 375-7300 or (800) 579-5051.
Frequently Asked Questions
- What is a compromised card?
- A compromised card is a card that is at risk of being used fraudulently. Cards may be compromised due to computer theft, unauthorized network intrusion, or any type of suspicious activity (phishing Emails). Please keep in mind that Deer Valley Credit Union's (DVCU) systems were not compromised.
- Does this mean that I have fraud on my account?
- Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud. Take the opportunity to review your monthly statement(s). Remember to review your daily transactions in Remote Banking.
- What do I need to do if I discover fraud on my account?
- If your card has not been blocked already, call DVCU immediately. After contacting DVCU, you should complete our Affidavit of Fraud forms located here. If you have any questions about the form, please call the eServices department at (602) 375-7300 or (800) 579-5051.
- What information was compromised on my debit card?
- The only information that is encoded on your debit card is your name, debit card number (which is not your DVCU checking or savings account number) and the expiration date. Any accounts linked to your debit card are not revealed to a merchant(s) when you make purchases, ATM withdrawals or point-of-sale (POS) transactions.
- How long will it take for me to receive a new Card?
- It usually takes 5-7 business days to receive a new card.
- Can I change my Personal Identification Number (PIN)?
- Yes, DVCU provides members three convenient ways to customize your pin. Click here for more information.
- What should I do with my old card?
- 1. Destroy your old card.
2. If you have arranged automatic payments with your card, please notify the merchant(s) of your new card number and expiration date when received.
3. If you enrolled in Verified by Visa, you will need to re-enroll after receiving your new card./dd>
- Why don't you disclose the name of the merchant/third party location?
- Early in the investigation the source of the data compromise is often unclear. It would be unfair to damage one company's business or reputation without knowing all the facts of the situation. As a matter of policy, after security breaches such as this, Visa and MasterCard work closely with the merchant or processor to ensure the appropriate level of security measures are being taken. The important point to remember is that regardless of who was involved, consumers are fully protected under Visa's Zero Liability policy for fraudulent purchases; and DVCU's policy is to 1) replace your compromised card and provide you a new number to avoid unauthorized activity on your account and/or 2) we will monitor your account for any unusual activity. So regardless, you're protected. Please let us know immediately if you notice any charges to your account that you don't recognize. Although certain card account data was potentially compromised, that does not mean data related to your account was taken, or that fraud has occurred on your account.
- What if I have preauthorized debits made to my compromised card number?
- You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) website and updating the information yourself. If this is not the case, you may need to write the merchant to let them know your card number has changed.
- Could DVCU have prevented this incident?
- DVCU has no control over where you use your card and how the merchants store your information. Each merchant must attempt to protect customer's information by implementing secure policies and procedures. Please be assured that DVCU is actively monitoring your account (even if we reissued your card) to protect you from fraud. All Visa credit and debit cards are protected by Zero Liability in the rare event fraud does occur, which means you pay nothing for unauthorized purchases on your account.
- What are the chances that I will become a victim of identity theft as a result of my card being compromised?
- We believe that the risk of identity theft is low because a card compromise typically does not include personal information such as Social Security numbers. In fact, fraud rarely occurs on accounts compromised during a data breach. It's always a good idea to regularly check your credit report for incorrect information. In fact, you're entitled to one free copy of your credit report every year at www.annualcreditreport.com or by calling (877) 322-8228.
- If I become a victim of identity theft, how will DVCU help to restore my good name?
- In the unlikely event you become a victim of identity theft, Visa, working with the consumer network group, Call For Action, provides all consumers with a toll-free telephone hotline to assist identity theft victims. By calling 1-866-ID-Hotline, victims can receive free and confidential assistance from trained counselors.
- What is DVCU doing to protect my personal account information?
- DVCU offers members multiple layers of security protection against fraud, including Visa's Zero Liability policy, the cardholders' ultimate protection. With Zero Liability, consumers are not responsible for any unauthorized purchases made with their Visa cards.
Visa recently announced a breakthrough, patent-pending, antifraud technology called Advanced Authorization. This technology instantaneously analyzes every Visa credit and check card transaction's potential for fraud, including whether it was part of a reported data compromise. It can also pinpoint coordinated attacks on multiple accounts in real time. Advanced Authorization is being applied to every Visa credit and check card purchase today.
- What can I do to ensure this doesn't happen to me?
- While we employ the latest systems and technology to monitor and prevent card fraud, and many merchants also take the necessary precautions to protect your card information, we recommend that you take these practical steps to help protect your card information:
1) Shop with merchants you know. If a deal seems too good to be true, it probably is.
2) Make sure online shopping sites show a closed padlock in the browser. The website address should start with https://.
3) Check your account statement promptly and immediately report any transactions you don't recognize. If you have online access, check your accounts frequently and consider enrolling in the DVCU alerts program - eNotify.
4) Destroy all receipts before discarding them, since some of them may contain your card number.
5) Guard your card - don't use it as collateral or give out your card number to someone calling on the phone, unless you initiated the call for a purchase.
6) Check your credit report at least annually to ensure its accuracy.
7) Register your card to use Verified by Visa and shop online with merchants that participate in the Verified by Visa service. This provides additional protection against unauthorized use of your card online.