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Fraud Center  Debit and Credit Card Fraud

Debit and Credit Card Fraud

1. What do I do if I find fraudulent or unauthorized transactions on my account?

Click here for instructions on reporting fraudulent transactions.

2. What preventative measures does Robins Federal take to prevent card fraud?

We work closely with VISA® to monitor account activity. We have a program in place, Falcon Fraud Detection Systems, which understands and monitors your individual spending patterns. If a transaction on your account looks suspicious, you may receive a call from VISA® to verify that you made the charges. Your card may also be blocked, if we are unable to reach you to verify the transactions in question.

3. When and how does card fraud occur?

When your card number is used to make a purchase, the information is transmitted through the payment network. A hacker may have gained access to your card information through one of these entities in the payment network. While fraud resulting from a data compromise is rare, it's important to understand that you are protected with Visa's® Zero Liability policy and that Robins Federal Credit Union continually monitors your account to prevent fraud from occurring.

4. What are the different ways that a card can be compromised?

Although there are many ways that a card can be compromised, here are the most common ways:

  • Skimming – This happens when the magnetic stripe information is captured, using a small skimming device. The card is either swiped through the device or the device is hidden behind a legitimate card reader (like at a gas pump or an ATM) and the information is captured and stored for later use. The information can then be transferred onto another card for counterfeit use.
  • Merchant or Processor Breach – This type of breech occurs when a hacker is able to infiltrate the payment system of either a merchant or a card processor. They transmit the information back to themselves and then transfer it onto another card for counterfeit use.
  • Phishing – With this type of fraud, you are solicited for your personal and/or account information directly by criminals. You can receive emails, pop-up windows while surfing the internet or even phone calls trying to persuade you give out your information. Also, Trojan viruses are installed on your computer without your knowledge, which allow the criminals to gather information directly from your computer or monitor your keystrokes.
5. What happens when Robins Federal detects fraud on my debit or credit card?

We will block the affected card or cards. When a card is blocked, it means that the card will no longer work. Blocking can be done for both PIN and signature based transactions. PIN based transactions are when you enter in a 4 digit pin number and signature is when you sign for your purchase. The credit union will decide to block PIN or signature based transactions – or both –based on the type of fraud that has occurred. Once a card is blocked for a certain type of transaction, no one will be able to use the card for that transaction type. This is to protect your account and insure that the criminal cannot use the card information to make additional purchases.

We will immediately order you a new card. When we block a card, we will notify you that fraud has occurred on your account, your card has been blocked and a new card has been ordered. You will receive a new card within 7–10 business days.

We will notify you by phone, email, or – as a last resort – regular mail. You can help us by making sure your phone number and email addresses are current. You may want to consider using a work email address that you have access to throughout the day. Updating a home number to a mobile number could also help us reach you quickly in the event of fraud. We'll be glad to update your information.

6. How does Robins Federal Credit Union learn about fraud on my debit or credit card?

Fraud could happen if a debit or credit card is lost or stolen or information is given to the wrong individual.

Fraud could also be more widespread. Sometimes, VISA® notifies Robins Federal about fraud and sometimes we recognize and report fraud to VISA®. We will also notify local law enforcement agencies if the fraud is widespread.

7. How does Visa® know that a card has been compromised?

Visa® learns of compromises from other card issuers, merchants, or card networks reporting fraud. They link the cases together and notify the affected card issuers of the potential for fraud.

8. What should I do if I have fraud on my account?

Contact Robins Federal Credit Union immediately. The member service representatives in our branches will be able to assist you. You may also contact our credit union call center at 478.923.3773 or 800.241.2405, option 7. You may block your own card 24 hours a day within home banking, or by calling our 24-hour telephone teller at 478.923.3773 or 800.241.2405, option 1.

9. Am I responsible for the fraudulent charges on my debit or credit card?

With Visa's Zero Liability* 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 a debit/credit card fraud investigation form listing the fraudulent charges. We may also require that you file a police report. We ask you to file a police report so law enforcement agencies can follow up with an investigation. We make every effort to refund the fraudulent charges as soon as possible.
*Member is responsible for first $50

*Contact the credit union for details concerning the VISA® Zero Liability for Unauthorized Charges.

10. How can I protect myself from becoming a victim of fraud?

  • Monitor your account as often as possible, using online banking or e-Alerts.
  • Review your monthly statements and report any unauthorized transactions immediately.
  • Refrain from clicking directly on hyperlinks to avoid being taken to a spoof or fake website. Always type the address into your internet browser to go a specific website.
  • Maintain updated virus software on all of your computers.
  • Never give out your personal or account information by phone, unless you initiated the call. This includes emails, as well.
  • Do not give your PIN number to anyone.
  • If you suspect that you have given any information to someone that may not be legitimate, call immediately have to let us know. We can help you with securing your account.
  • Shop with merchants that you know. If a deal seems too good to be true, it probably is.
  • Check your credit report at least annually to ensure that it is accurate.

11. What information is compromised in a data breach?

Only card information is at risk. This would include the information that is encoded in the magnetic stripe, such as your card number, expiration date, and possibly the PIN and/or 3 digit security code on the back. No personal information such as SSN is at risk.

12. How do I find out where the breach occurred? Who was the merchant involved?

Because it is an active investigation, sometimes the source of the data compromise is 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® works 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 we have 1) replaced your compromised card and given you a new number to avoid unauthorized activity on your account and/or 2) are monitoring your account for any unusual activity. 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.

13. What is Robins Federal Credit Union doing to protect me?

  • We use Falcon Fraud Prevention to monitor your card activity 24-hours a day, 7 days a week.
  • We offer a 24-hour telephone teller to access your account 24-hours a day, 7 days a week.
  • e-Statements are available to reduce the risk of your paper statements being stolen.
  • e-Alerts are available so that you get real time notification of possible fraudulent activity by email or text alert, based on your preferences.
  • Online Banking also allows you secure and convenient access to your account 24/7.
  • Web Bill Pay allows you to pay bills online, eliminating checks getting lost in the mail or being stolen.
  • Report your card lost or stolen with our credit union call center during normal business hours, or after hours use online banking or our 24-hour telephone teller.

14. This is not the first time my card has been affected. Why has my card continually been compromised?

Unfortunately, fraud is becoming more and more prevalent. Although card companies like VISA® and card processors continually monitor for breaches, criminals still find ways to breach the payment network.

Although Robins Federal cannot control breaches that occur at merchants and card processors, you can rest assured that we will do everything possible to protect your account and minimize your inconvenience when a breach occurs.

15. What do I do if my card is lost?

Report it immediately. Click here to login and block your card using online banking or by calling our 24-hour telephone teller at 478.923.3773 or 800.241.2405, option 1.

16. How do I file a dispute on a transaction?

Click here to get more information on disputing a transaction.

17. When do I get 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. However 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 3 business days.

18. Why did this happen to my card?

All financial institutions are affected by this kind of fraud. Robins Federal chooses to let you know (ahead of time) that your card may have been compromised.


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