FREQUENTLY ASKED QUESTIONS
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).
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.
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.
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.
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.
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.
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.
No, under these circumstances, we do not charge a card replacement fee.
You will usually receive your new card within 10 days of the compromise notice.
Your old card will continue to work for at least 10 days after the date on the compromise notice from us.
We can leave the old card open until you return and activate your new card if you call us to make these arrangements.
You can call us at 831-647-1000 or come into any branch and we will deactivate the card immediately.
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.
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.
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.
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.