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Visa Knowledge

Compromised Credit or Debit Cards

You may have read it in the paper or seen it in the news, there has been a lot of media attention in relation to credit card and/or debit card information being compromised. In an effort to educate our members about compromises and how Star One handles compromise notifications, we have put together some helpful information and answered some of your most commonly asked questions. For in depth information about the various fraud scams and what you can do to protect yourself, visit our Awareness & Info section.

Card Risk Management Service

Star One has a Risk Management service for transaction verification. The number used is 855-217-1759 for both the Caller ID display and the call back number. Be advised that the call is valid and made on our behalf. As part of the authentication process the service will ask some elements of your personal information. If you have any questions or concerns please feel free to contact our call center.


Q.
What is a compromised card?
A. A compromised card is a card that is at risk of being used fraudulently. Cards may be compromised due to computer theft, unauthorized network intrusion, or any type of suspicious activity.

Q. How does Star One react to compromise notifications?

A. Star One takes every compromise seriously and requires issuance of replacement cards for affected members. Members will receive e-mail and/or written notification if their card data has been compromised. The notification will provide detailed information on obtaining a replacement card.

Q. I was notified by a merchant, not Star One, that my card information may have been compromised, what should I do?

A. Call Star One immediately to have your card blocked and replaced. On occasion, a merchant may have prior knowledge of a compromise before VISA has a chance to notify credit card issuers.

Q. Does this mean that I have fraud on my account?

A. Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud. Take the opportunity to review your monthly statement(s). Remember to review your daily transactions in Online Banking.

Q. When notified about a card compromise, do all financial institutions block and reissue cards?

A. No. Some institutions do not reissue cards at all, nor do they notify their customers of a compromise. They leave it to their customers to discover fraudulent transactions (if any) posted to their account.

Q. What do I need to do if I discover fraud on my account?

A. If your card has not been blocked already, call Star One immediately. You should complete our Cardholder Dispute Form with Affidavit. If you have any questions about the form, please call the Card Services department at Star One.

Q. How long will it take to receive my replacement card?

A. Most cards are received within 3-5 business days. Members can visit any Star One branch location for immediate replacement of Visa Debit Cards or ATM cards. Arrangements can also be made to expedite delivery for extenuating circumstances.

Q. What if I do not want to have my card blocked?

A. Compromises are serious. Fraudulent activity may occur if the card is not blocked. The fraud dispute process can be more inconvenient to members than simply having a card replaced. While many members do not experience fraud when a compromise is reported, the risk exposure still exists if the cards are not blocked and replaced. To protect our members, minimize inconvenience and losses, Star One requires compromised cards to be replaced.

Q. What if I have preauthorized debits made to my compromised card number?

A. You should contact the merchant(s) immediately upon receipt of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself. 

Q. There are other authorized users on my Credit Card account; does this affect their card(s) too?

A. Yes, all authorized users under the same VISA Credit Card account share the same card number. You should notify the other users immediately and inform them to destroy their compromised card. They too will have their cards replaced.

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