Q & A

Q. Why did this happen to my card?
A. All financial institutions are affected by this fraud. Truliant chooses to let you know (ahead of time) that your card may have been compromised.

Q. When did the compromise occur?
A. We aren't given a specific time-frame from VISA - after they do their initial investigation, they notify us and we immediately notify you.

Q. Who was the merchant?
A. Truliant does not have access to this information. VISA will not divulge this due to contracts with the merchant. We continue to press VISA to release the merchant names, but as of yet, they haven't been willing to tell financial institutions where the fraud occurred.

Q. What can I do to keep this from re-occurring?
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 members face in acquiring a replacement card or to have fraudulent activity removed from their account.

    It is because of these concerns that Truliant is dedicated to contacting each affected member-owner proactively. While we realize the time involved in ordering cards or researching for fraud is inconvenient, we feel prompt notification instills trust in us that Truliant has your best interests in mind.

Q. This seems to be happening a lot lately. Will it happen again?
A. It is possible. We will contact you each time we are notified by VISA that your card may have been compromised.

Q. Is there anything that I can do to insure that fraud doesn't occur on my card?
A. Always know where your card is, and if you misplace it, call Truliant immediately so we can block the card from use. Never write your PIN on the card or carry the written PIN with you. Use your Online Banking account or RSVP to watch your account activity and call if you see anything suspicious. If we are not available, the VISA toll-free number for lost or stolen cards is 1-800-449-7728.

     A lot of fraud happens when someone uses your card number to purchase online. One way to prevent this from happening is to register your VISA cars with "Verified by VISA".

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, but we do need you to call back in to activate the new card and block the old one when you receive the new card. We will need a valid day time telephone number for contact in case we see any problems or 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?
    1. Contact the store or business that charged your account and let them know that the charge was fraudulent.
    2. Send a detailed letter of dispute to Truliant's VISA department. Include information such as merchant name, date fraud occured, what the reply was when you contacted them, the amount and any other details that you feel would be helpful in our investigation.
    3. If the charge is found fraudulent, the merchant has 30 days to return the funds to your account.