Truliant offers answers to commonly asked questions when your ATM, debit or credit card has been compromised. If you feel that your card has been compromised, please visit your local Member Financial Center, or contact our Member Contact Center immediately for additional assistance.
Why did this happen to my card? When a merchant or merchant’'s processor is impacted by a card compromise, a wide array of financial institutions are typically also affected. Truliant chooses to let you know (ahead of time) that your card may have been compromised.
Where was my card compromised and who was the merchant? Truliant does not have access to this information. Visa will not divulge this due to contracts with the merchants. While financial institutions may pressure Visa to release this information, they do not disclose where fraud occurs. When a card compromise event occurs, it happens at a merchant or merchant processor and not at Truliant Federal Credit Union.
What can I do to keep card compromises from occurring again? Unfortunately, there is 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 the trust that Truliant has your best interests in mind.
This seems to be happening a lot lately. Will it happen again? It is possible. We review each notification by Visa and we may contact you to inform you that your card may have been compromised.
Is there anything I can do to ensure that fraud doesn't occur on my card? 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 Personal Identification Number, or PIN, on the card or carry the written PIN with you. Use your Online Banking account or Tru2Go Phone banking 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 1.800.822.0382. Fraud often happens when someone uses your card number to purchase online. One way to prevent this from happening is to register your Visa card with "Verified by VISA."
Can you leave my card active so that I can use it until I get my new card? 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.
If fraud does occur on my account, what should I do?
There are certain steps to follow to receive your charge-back rights. They include the following:
- Contact the store or business that charged your account and let them know that the charge was fraudulent.
- Please complete the Truliant Fraud Form, or send a detailed letter of dispute to Truliant's Card Services department. Send a detailed letter of dispute to Truliant's VISA department. Include information such as merchant name, date of fraud occurrence, what the reply was when you contacted the merchant, the amount and any other details that you feel would be helpful in our investigation.
- If the transaction is found to be fraudulent, Truliant will refund your account during the investigative process.