MONTEREYCU CHECKCARD COMPROMISE

FREQUENTLY ASKED QUESTIONS

 

What does card compromise mean?

Where did the breach occur?

What kind of information was obtained?

Does this mean someone is using my card?

Will I get a new card?

If  I get a new card, will the PIN be different?

How do I activate my new card?

Will I be charged a card replacement fee?

How long does it take to get the new card?

Will my old card still work?

What if I’m leaving for a trip before the new card arrives?

What if I don’t want to leave my old card open until I receive the new one?

What if I have preauthorized debits to the compromised card number?

What can I do to keep this from happening again?

What security precautions should I take with my Visa CheckCard?

If fraud does occur on this account, what should I do?

 

What does card compromise mean?

Card compromise means that credit/debit card information may have been obtained by unauthorized individual(s).  Most compromises involve a criminal gaining unauthorized access to a merchant’s or card processor’s computer system (sometimes referred to as “hacking” into or installing “malware” to capture data on a system).

 

Where did the breach occur?

The name of the merchant or processor where the breach occurred is rarely released by Visa.  In very large breaches which affect millions of cardholders, the name is usually made known to consumers.

 

What kind of information was obtained?

Information encoded on the card pertains strictly to the card, potentially including the card number and expiration date.  Confidential information such as Social Security Numbers, driver’s license numbers, addresses and dates of birth are not stored on the Visa CheckCard.

 

Does this mean someone is using my card?

Not necessarily.  This means that your card number could potentially be used by someone.  Monitor your account and report any fraudulent activity to us immediately.

 

Return to the top

 

Will I get a new card?

It depends on the circumstances of each compromise.  In most cases, you will get a new card.  If Visa determines the risk level to be low, you will simply need to monitor your account for unauthorized charges.  The mailed notice you receive from us will say whether or not your card will be replaced.

 

If  I get a new card, will the PIN be different?

Yes, a new PIN is generated and the card number is different.  You will receive the PIN within 3 days before or after you receive the card.  You can change the PIN at any of our branch offices.

 

How do I activate my new card?

You can activate your new card by using it at any ATM machine.  Remember to use the new PIN that was mailed to you, or come into any branch to choose a new PIN before trying to activate your new card.

 

Will I be charged a card replacement fee?

No, under these circumstances, we do not charge a card replacement fee.

 

Return to the top

 

How long does it take to get the new card?

You will usually receive your new card within 10 days of the compromise notice.

 

Will my old card still work?

Your old card will continue to work for at least 10 days after the date on the compromise notice from us.

 

What if I’m leaving for a trip before the new card arrives?

We can leave the old card open until you return and activate your new card if you call us to make these arrangements.

 

What if I don’t want to leave my old card open until I receive the new one?

You can call us at 831-647-1000 or come into any branch and we will deactivate the card immediately.

 

What if I have preauthorized debits to the compromised card number?

Contact the merchant when you have received and activated your new card and give them the new card  number and expiration date.  You may be able to use the merchant’s website to update this information.

 

Return to the top

 

What can I do to keep this from happening again?

Unfortunately, we have no way of stopping criminals from “hacking” into merchants computer systems.  While the possibility of a card being used fraudulently is low, we recognize the inconvenience members face when this happens.  We will assist you in getting fraudulent activity removed from your account.

 

What security precautions should I take with my Visa CheckCard?

Always know where your card is, and if you misplace it, call us immediately so we can block the card.  (If we’re not open when you realize your card is missing, call 800/854-6219.)  Never write your PIN on or near the card.  Monitor your statement for activity you didn’t authorize.  Never give your card number to anyone over the phone unless you know who you are dealing with.  When using your card on the internet, use reputable companies to make your purchases.

 

If fraud does occur on this account, what should I do?

Follow these steps:  1) contact the merchant that charged your account and let them know that the charge was fraudulent;  2) visit one of our branches and fill out a checkcard dispute form or send us a detailed letter of dispute.  In either case, we will need the merchant name, name of person you talked to, date you contacted merchant, date and amount of fraudulent charge, merchant’s response to you, and any other details that would assist our investigation; 3) if the charge is found to be fraudulent, the merchant has 30 days to credit your account.

 

Return to the top