It's Truliant's goal to protect your personal information and provide enhanced online security so you can manage your finances with confidence. Here we address important topics so we can help guide your financial growth and improve your life.
If fraud occurs on my account, what should I do? Please visit a local Member Financial Center or contact Truliant immediately so we can take the appropriate actions depending on what type of fraud has occurred. If it is VISA fraud, please call 800.822.0382 to cancel and block your card immediately and then contact us during business hours for additional assistance.
How can I report a lost or stolen Visa Debit/Credit card? Please contact 800.822.0382 as soon as possible to cancel and block your card.
What should I do if I need to dispute a transaction on my account? Please contact a member services representative in our Member Contact Center or come into one of our Member Financial Centers. You may also find more information online about disputing a merchant charge.
How was my Visa Credit/Debit card used fraudulently when I have it in my possession? There are many avenues that the card number may have been accessed that is out of your control as well as ours, such as using the card online, in stores, at an ATM or more. The best thing you can do is be aware of your account and keep track of your transaction history. If you see something abnormal, please contact us. The magnetic stripe on the back of card includes information such as the account number and the expiration date. There is computer hardware and software available that can capture this information which can be used for fraudulent purposes. Hackers use this technology to breach merchant’s databases and steal this information to make a clone (duplicate) of your card.
How long will it take for the money to be put back in my account from the fraudulent debit card transaction? It typically takes up to 48-72 hours from the time the EFT Department receives the dispute forms, but could be longer depending on the situation.
My Visa Credit/Debit card has been blocked. Who can I contact? Please contact us at your local number or 800.822.0382 and speak to a member service representative or stop by a Member Financial Center and speak to a member service specialist.
How can I protect myself against credit/debit card fraud? Be aware of where you are using your card. Make sure when using a free-standing ATM that you do not see anything strange about the ATM card swipe area. If you are using your card online, be familiar and aware of the security standards on the website. Register with Verified by VISA for added protection when using the card number remotely.
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 Truliant's 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 800.822.0382.
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.
Truliant is dedicated to contacting each affected member-owner proactively. While we realize the time involved in ordering cards or monitoring for fraud is inconvenient, we feel prompt notification instills trust in us as a credit union that has your best interests in mind.
Contact us today if you have further questions. Or feel free to visit one of our Member Financial Centers in North Carolina, South Carolina and Virginia. Truliant is committed to providing the products and services members in the Triad and beyond need to strengthen their finances and improve their lives.