Lost, Stolen or Compromised Debit Card
If you have received a call concerning a possible fraudulent transaction on your debit or ATM card, please see the information in the Card Fraud Alert Update section below.
Q.) Why did this happen to my card?
A.) All financial institutions are affected by fraud. First Service chooses to let you know as soon as we are advised that your card may have been compromised, even if no activity has occurred.
Q.) When did the compromise occur?
A.) We aren't given a specific time-frame from VISA about compromised events, however, after they do their initial investigation they notify us; and we immediately notify you.
Q.) Who was the merchant?
A.) First Service does not have access to this information. VISA will not divulge this due to contracts with the merchant.
Q.) What can I do to keep this from reoccurring?
A.) Unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants. While the possibility of a card being used fraudulently is low, we recognize the aggravation our members face in acquiring a replacement card or to have fraudulent activity removed from their account. It is because of these concerns that First Service is dedicated to contacting each affected member-owner proactively, as soon as we are notified. While we realize the time involved in ordering cards or researching for fraud is inconvenient, we feel prompt notification demonstrates that First Service has your best interests in mind.
Q.) This seems to be happening a lot lately. Will it happen again?
A.) It is possible. First Service has no control over your merchant's database. Even though we cannot control their occurrences, we will continue to contact you each time we are notified by MasterCard that your card may have been compromised.
Q.) Is there anything that I can do to reduce the risk of fraud on my card?
A.) Yes, there are several precautions you can personally take:
- Keep track of the location of your card at all times.
- If you misplace your card, call First Service at (614) 836-0100 and select the Lost or Stolen Card (prompt 6) or call VISA direct at 1-866-632-8028.
- Never write your PIN on the card or carry the written PIN with you.
- Use FirstCU Online at www.firstcu.com or FirstConnect 24-hour telephone access at 614-920-6300 to monitor your account activity and call if anything seems suspicious. If we are not available, the VISA toll-free number for lost or stolen cards is 1-866-632-8028.
Q.) Can you leave my card active so that I can use it until I get my new card?
A.) We realize that this situation is an inconvenience to you. We can order a new card for you and leave your current card open. However, when you receive the new card, we need you to call to activate the new card; and block the old card. We will also need a valid daytime telephone number to contact you in case we see any problems, and to verify that you received your new card.
Q.) If fraud does occur on my account, what should I do?
A.) There are certain steps to follow to receive your charge-back rights:
- Contact the store or business that charged your account and let them know that the charge was fraudulent.
- CALL us at 614-836-0100 extension 2113 for Card Services or visit your local branch office to fill out a dispute form.
- If your charge is found to be fraudulent, the merchant has 30 days to return the funds to your account.
If you desire additional information, please call 614-836-0100 and ask for Card Services.
TIP: If you receive a new card, remember to verify it with your PIN at an ATM to activate before using it for a merchant purchase.
Card Fraud Alert Update
Protecting your debit or ATM card from fraud requires 24/7/365 days a year monitoring. Our fraud detection programs monitor your card transactions for any suspicious activity. If potentially fraudulent transactions are taking place, we'll contact you immediately so that future fraudulent transactions can be stopped.
What We Monitor. Your card transactions are monitored for purchases outside of your normal purchasing patterns, unusual timeframes or unusual locations from your typical purchases, and purchase patterns that are consistent with previously identified fraud trends.
How We Contact You. Getting in touch with you quickly is critical to stopping any potential card fraud. More than 86% of Americans have a mobile device and this offers a convenient method to contact you fast. With our Card Alert Notification service, you will receive a text message asking you to confirm if a suspicious transaction was authorized by you.
Receiving a Card Alert Notification:
- The text message will arrive with a 5 digit code (33748) and contain our financial institution name, dollar amount of the transaction, and merchant name.
- You will be asked to reply with "Yes" if you authorized the transaction. You will then receive a confirming text and can continue to use your card with confidence.
- A "No" reply means you have not authorized the transaction. You will receive a confirming text message; and you will be contacted immediately by a fraud specialist to protect your account. Please answer this call.
- Do NOT reply to the text message with any personal or confidential card information. You should only be asked about a specific transaction and reply to that transaction only. We already have your personal card information.
- If you would like to opt out of receiving these messages by text, you may reply with STOP to indicate this preference.
Help Us Protect You. Please keep us up-to-date with your current mobile and home phone numbers and contact information. This helps for quick notification. Let us know when you will be traveling in the U.S. or to a foreign country for an extended period of time. Contact us prior to your departure; and we will note your account to make our monitoring more flexible during your travel or vacation time.
Text messages to your mobile device are free, but all other fees on calls and texts are subject to the terms of your voice/data plan with your mobile carrier.
