Card Security Information

Review the scenario below that best describes your situation.

SCENARIO 1

IF:

• You are not satisfied with the product or service, or it is damaged.
• You did not receive the merchandise or services.
• You paid for merchandise or services by another means.

THEN:

1. You must attempt to resolve the dispute with the merchant. In most cases you can resolve the dispute with the merchant.
2. If you are unsuccessful in contacting or resolving the disputed transaction directly with the merchant, complete the "Cardholder Dispute Form" in online banking and supply all supporting documents (e.g. receipts, e-mail communication, merchant contracts or return policy) which will strengthen your dispute with the merchant.
3. We will begin the investigation when we are notified of your dispute. Be sure to provide your phone number so that we may contact you if we have any questions.
4. Typically, your account will receive a provisional credit within 5 days of receipt of your dispute form, dependent upon card and transaction type.
5. Please allow us time to process your disputed transaction.
6. If the dispute is resolved in your favor, any provisional credit will become permanent and you will receive notification to this effect. If the disputed transaction is not resolved in your favor, you will be notified and your provisional credit reversed from your account.

SCENARIO 2

IF:

• You were promised a credit from a merchant and didn't receive it.

THEN:

1. A merchant has 5 days to credit back a refund.
2. Complete and submit a Cardholder Dispute Form after the 5 day period expires. Include a copy of the credit slip if supplied by the merchant.
3. See steps 3-6 above for next steps.

SCENARIO 3

IF:

• You received a portion and/or none of the currency from an ATM withdrawal.

THEN:

1. Complete the Cardholder Dispute Form. *Please supply a copy of the transaction receipt if you have it.
2. See steps 3-6 above for next steps.

SCENARIO 4

IF:

• You were charged twice for the same transaction.

THEN:

1. Complete the Cardholder Dispute Form (Non-Fraud). *If available, please supply a copy of the transaction receipt.
2. See steps 3-6 above for next steps.

If you have a dispute scenario that is not listed above or an option on the Cardholder Dispute Form, please provide your explanation in the comments section of the dispute form. If you wish to notify us orally of your dispute please call us at 866-543-5202 and speak with a Star One Phone Representative. You may also visit a Star One branch for assistance.

In order for Star One to assist you with a dispute, important information surrounding your purchase and dispute are required. The information is used to appropriately categorize your dispute with Visa.

Some of the dispute reasons require additional documentation by Visa to help support your case. The more evidence to support your dispute the better opportunity for a favorable outcome.

Correspondence to and from the merchant, additional paperwork associated with the charge, receipts, advertisements, etc. It is also a good idea to save your receipts for purchases where you have paid by another means (cash, another credit card, etc). The more documentation you can provide, the more likely your case will be ruled in your favor.

In some cases, Visa requires that the merchant be given the opportunity to resolve the dispute whether it's to replace damaged merchandise, cancel a recurring charge, credit your account, etc. Take note of the date, time, and the name of the person you spoke to and retain any cancellation, confirmation, or other identification number, if provided. Retain all written communication.

Call us or send us a secure message through online or mobile banking. Often times, we can provide additional information that may be helpful in identifying a charge or can take necessary action if the charge cannot be verified or identified.

Visa requires a second opinion from a certified mechanic to validate the prior mechanics work, in dispute, to ensure that the disputed repairs are related to the repairs performed and authorized by the cardholder. A second opinion also ensures that the problem was resolved.

Visa requires proof of a hotel cancellation as hotels can charge a one night "no show" charge to an account where a room/reservation was held by a Visa card. Most hotels will provide a cancellation number verbally or in an email confirmation. Always ask for a cancellation number or at the very least get the full name of the reservation clerk before ending the call if they insist a cancellation number is not necessary or they do not provide cancellation numbers.

You will receive notification that your provisional credit is final. However, if there is a problem with a dispute or additional documentation is required, you will be contacted.

Star One may still be able to file a "good faith" claim on your behalf for your dispute.

How do I submit support documentation?

Fax to 408-543-5203 Attn: Card Services.

Email your dispute analyst once you are contacted.

Mail to:

Star One Credit Union
Attn: Card Services
PO Box 3643
Sunnyvale, CA 94088

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.

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.

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

No. Some institutions do not reissue cards at all, nor do they notify their customers of a compromise.

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.

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.

What if I do not want to have my card blocked? 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 need an extension to the block date and we will make every effort to accommodate your request.

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.

Not necessarily, each cardholder now has their own unique card number and may not have been part of the merchant data breach.