Star One takes the safety and security of our cardholders very seriously.
Enroll your card(s) today to begin receiving SMS/text alerts. Log into Online or Mobile Banking to access the new ‘Card Management’ menu option and enable the text alert service.
Stay updated on all Visa transactions with Visa Purchase Alerts!
Get real-time alerts sent to your email or mobile device whenever your Star One Visa credit or debit card is used for:
Follow the steps below:
This fraud prevention service monitors card transaction activity.
When suspicious transactions are attempted, Fraud Prevention Services will contact you by phone via an auto-dialer to attempt to validate transactions. As part of the authentication process the auto-dialer will ask some elements of your personal information. However, they will never ask for your card information. Prefer to be notified via text message? Consider our new Fraud Text Alerts.
Please contact us if you have any questions or concerns regarding the Fraud Prevention Services validation process.
Your peace of mind and protection are important to Star One. You will not be held responsible for unauthorized charges made with your Star One Visa Debit or Credit Card as long as they are reported promptly.
The best way to protect yourself and your identity is not provide your personal information when you did not initiate contact whether it be by an incoming call, email or text. Validate questionable calls or emails by using your own reliable contact information, such as a phone number on the back of your card, to ensure calls or emails are legitimate.
Review the scenario below that best describes your situation.
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.
Star One Credit Union
Attn: Card Services
PO Box 3643
Sunnyvale, CA 94088
Also known as the Cardholder Verification Value (CVV2), these digits help to prevent unauthorized use by ensuring that the physical card is in the cardholder's possession while shopping online or by phone. The code is located on the back of your card as shown below. Typically the signature panel will have a series of numbers, but only the last three digits make up the CVV2 code.
Merchants request the CVV2 at checkout from the cardholder, and the information is sent electronically to the card-issuing bank for verification. Within seconds the CVV2 results are returned with authorization. If it's returned invalid, merchants have the right to stop the transaction.
For your added protection, merchants are prohibited from storing the CVV2 number after the transaction has been completed.
You can help us reduce fraud by notifying us of any travel plans whether it is business or pleasure, domestic (even within your state) or international.
Changes in your spending pattern can trigger a security alert with our fraud detection system. When an alert is triggered our Visa Card Fraud Prevention service will immediately reach out to you to verify transactions. However, if you are traveling, it may be difficult to reach you to verify charges. That is why it's important to contact us so we can notate your account of your travel plans which helps us fight the real fraud.
How to notify Star One you are traveling?
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.
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.
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.
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.