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Frequently Asked Questions (FAQ)
About Your Debit Card
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.
These are answers to our most frequently asked questions when
your debit card has been compromised. If you desire additional
information, please call 614/836-0100 and ask for Card Services.
Q.)
Why did this happen to my card?
A.)
All financial institutions are affected
by this 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 MasterCard
- 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.
MasterCard will not divulge this due to contracts
with the merchant. We continue to press MasterCard
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
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 can not control
these occurrence, 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 personably
take:
>
Always know where your card is, and if you misplace
it, call First Service at 614/836-0100 and select
the Lost or Stolen Card (prompt 6) or call MasterCard
direct at 1-800-528-2273.
> Never write your PIN on the card or carry the
written PIN with you.
> Use your FirstCU Online access 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 MasterCard
toll-free number for lost or stolen cards is 1-800-528-2273.
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 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 to
contact 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.
> Send a detailed letter of dispute to First Service's
CARD SERVICES at First Service Federal Credit Union,
100 Main Street, Groveport, OH 43125 or visit your
local branch office. In your letter include information
such as the merchant name, date fraud occurred, what
the reply was when you contacted them, the purchase
amount and any other details that you feel would be
helpful in our investigation.
> If the charge is found to be fraudulent, the
merchant has 30 days to return the funds to your account.
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