Compromised Debit Card FAQs
Q: I received a letter stating that my card may have been compromised. What does that mean?
A: Debit card compromises occur when unauthorized individuals gain access to your card information. This typically means that when you used your card at a merchant, an ATM, or online, your card number, expiration date, and/or PIN may have been manually or electronically captured for the purpose of creating a counterfeit card.
Q: How does the UICCU react to debit card compromise notifications?
A: UICCU receives notifications from our card processor of potentially compromised debit cards. We take every compromise seriously. To protect your account and to ensure that the card information cannot be used to make fraudulent purchases, we will restrict the affected card.
When we restrict a card, we will notify you by regular mail and/or by email (if we have a valid email address) that your card has potentially been compromised and that your card has been or will be restricted. You will receive a new card within 7 to 10 business days. You will also receive a pin mailer, which will arrive separately from the card, with your new personal identification number (PIN). Be sure to keep us current with your mailing and email addresses and phone number so we can contact you with important information.
When a card is restricted, the card will no longer work. Both PIN and signature transactions will be prevented. PIN transactions are when you enter your 4 digit PIN. Signature based transactions are when you sign for your purchase. Once a card is restricted for a certain type of transaction, no one will be able to use the card for that transaction type.
Q: How long will it to take for me to receive a new card?
A: It usually takes 7 to 10 business days to receive a new card.
Q: Will my PIN change when I receive a new card?
A: Yes. You will receive a new randomly selected PIN, which will differ from the compromised information. If you want to change the PIN on your new card, please stop by any of our branch locations.
Q: Does this mean that I have fraud on my account?
A: Not in all cases. It means that your debit card information has potentially been compromised and could be used for fraudulent transactions. By replacing your compromised card, we may be able to prevent your account from any fraudulent activity. We recommend that you review your account and report any suspicious or unauthorized transaction to us immediately. Online banking is a great way to monitor your account activity, and you won't need to wait for a monthly statement.
Q: What should I do if I have fraud on my account?
A: Contact the UICCU immediately. Our Call Center will be able to assist you at 319-339-1000 or 800-397-3790.
Q: Am I responsible for the fraudulent charges on my debit or credit card?
A: With MasterCard® Worldwide Zero Liability Protection for Unauthorized Charges policy, you are not responsible for fraud on your account. If fraud occurs on your account, you will be required to complete an affidavit of fraud form. We also ask you to file a police report with your local law enforcement agency so they can follow up with an investigation. We make every effort to refund the fraudulent charges as soon as possible.
Q: When will I receive credit for a transaction that I am disputing?
A: Provisional credit is posted to your account once we have reviewed your case and have all of the required documentation to process your dispute. If we find that more information is needed to process your dispute or we find that you do not have a valid dispute, we will contact you within 5 business days.
Q: What can I do to prevent this from happening again?
A: No one can predict when their debit card may be compromised. While card companies like MasterCard® continually monitor for breaches, criminals still find ways to obtain card information. We strongly urge our members to monitor their accounts using online banking. If there is ever a transaction you do not recognize, please contact us immediately and we will be glad to assist you. While the UICCU cannot control breaches that occur at merchants and card processors, you can be assured that we will do everything possible to protect your account and minimize your inconvenience when a breach occurs.
Be sure to keep us current with your mailing and email addresses and phone number so we can contact you with important information. Also, there are a few steps you can take to minimize your chances for fraud:
- Never give your card information to anyone where you did not initiate the transaction.
- When purchasing online, only use secure connections with trusted merchants.
- Don't let others use your card and don't share your PIN with anyone else.
- Sign up your card to receive fraud prevention text alerts. Learn more.
Q: What if I have preauthorized debits made to my compromised debit card number?
A: You should contact the merchant(s) immediately upon receipt of your replacement card and provide them with the new card number and expiration date.
Q: There are other signers on my credit union accounts. Does this affect their cards too?
A: Not necessarily, as each member has a unique card number. If their card has also been compromised they will receive a similar notification.
Q: Can this information be used to steal my identity?
A: The information encoded on your debit card pertains to the card number, expiration date, member name, and address information. Confidential information such as Social Security number, checking account number, driver's license number, and date of birth are not stored on the card.
Q: I received a call from someone calling on behalf of UICCU asking if I made a specific purchase with my debit card. Why?
A: UICCU employs a fraud monitoring service to combat debit card fraud. If a debit card transaction is out of your normal spending habits you may receive a call asking if you made the purchase. If we cannot reach you, a temporary block may be placed on your account until we can verify the transactions with you.
Q: I am traveling; why do I have to notify UICCU?
A: If you plan to use your debit card while traveling please call UICCU Member Assistance Center at 319.339.1000 or 800.397.3790 with the dates and destinations of your travel plans. The geographic location of a transaction is one factor considered by our fraud monitoring service and transactions performed away from your normal transaction area may result in a temporary block on your debit card if we do not know you are traveling.