Star One Credit Union
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Visa Knowledge

Compromised Credit or Debit Cards

There has been a lot of media attention in relation to large merchant data breaches and Credit/Debit cards information being compromised. Star One takes the safety and security of our cardholders very seriously and on occasion we find that the appropriate action is to block a compromised card and re-issue a new card number. Below is a collection of the most frequently asked questions from our members regarding Star One’s processes on when we receive notification from VISA of compromised cards due to a merchant date breach. 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 in place for monitoring card transaction activity. When unusual or suspicious authorizations are completed with the use of your card the Risk Management Auto-Dialer will call out to your home phone and secondary phone number. The caller I.D. number for our Risk Management is #855-217-1759 and can be used as the call back number. Be advised that the call is valid and made on Star One’s behalf. As part of the authentication process the Auto-Dialer will ask some elements of your personal information. Please feel free to contact our call center if you have any questions or concerns regarding the Risk Management validation process.


Q.
What is a compromised card?
A. A compromised card is a card that is at risk and can be used to complete fraudulent transactions. 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 at times requires blocking of the compromised cards and issuance of replacement cards for affected members. Members will receive written notification if their card data has been compromised. The notification will provide detailed information on when you will receive a replacement card as well as the final block date of the compromised card.

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

A. A merchant may have prior knowledge of a compromise before VISA has and opportunity to notify credit card issuers. In such cases, you will want to contact Star One and make arrangements to have your card compromised card blocked and replaced.

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

A. Not necessarily. However, take the opportunity to review your account via Online Banking, Mobile Banking and/or review your monthly statement(s). 

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.

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

A. Contact Star One immediately to have your card blocked and replaced. You will be instructed to complete and submit the Cardholder Dispute Form with Affidavit listing all fraudulent transactions that have posted to your account.

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

A. Replacement cards are typically received within 7-10 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. Although it can be an inconvenience to have your compromised card blocked it is still a necessary process to avoid losses to the Credit Union.  On occasion, we will allow extensions for a compromised card to remain active beyond the ‘final block date’ such as when a member is traveling or need to make an emergency purchase. Contact our Call Center if you are in need of an extension to the block date and we will make every effort to accommodate your request.

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

A. You should contact the merchant(s) immediately upon receipt and activation 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. Not necessarily, each cardholder now has their own unique card number and may not have been part of the merchant data breach.

 

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