Visa Card Security

1. Card must be blocked.
2. Receive a call from our Risk Management team? — Please respond to ensure your case is properly statused and closed. You may also speak with a Star One Phone Representative who can assist you.
3. Only posted transactions to your account are eligible for dispute. If you do identify unauthorized transactions on your account, you may complete the Cardholder Dispute Form in online banking, call us at 866-543-5202, or visit a Star One branch.
4. Please promptly notify us of any unauthorized transactions to limit any potential liability to you. Refer to your appropriate card agreement for clarification:
   • ATM & Visa Debit Card Agreement, or
   • VISA Credit Card Agreement and Disclosure Statement for: Signature, Platinum Rewards & Platinum

What can you expect?

1. We will begin the investigation as soon as we receive your notification of dispute. Be sure to provide your phone number or email so that we may contact you if we have any questions.
2. You can expect to receive an acknowledgement in writing or your dispute. Typically your account will receive a provisional credit within 5 days of receipt of your dispute form, dependent upon card and transaction type.
3. 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.

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

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.

1. What are Fraud Text Alerts?
   This short message service (SMS) allows Star One Credit Union Fraud Prevention Services to send you text messages to your mobile phone and verify suspicious transactions.
2. How do I enroll in Fraud Text Alerts?
   Log into online or mobile banking and access the new ‘Card Management’ menu option. Locate the ‘Fraud Text Alert’ tab/option to enable the service.
3. Can I enroll multiple cards?
   You may enroll multiple cards into the text alert service. Alerts will include the last 4 numbers of the card used in the transaction that is being validated for easier identification.
4. How does it work?
   Once your card is enabled, a text alert will only be sent to you when a transaction(s) is deemed suspicious and requires further validation. Reply ‘Yes’ if the transaction was authorized by you or ‘No’ when the transaction was not authorized by you. If you do not reply to the text alert usually within 10 minutes, our auto-dialer service will attempt to reach you (between 8am-9pm) with phone numbers we have on file. You may however reply to the text at any time.
5. I initially enabled the service, then intentionally or accidentally disabled the service. Am I able to enable the service again?
   Yes, please contact the credit union and speak with a Star One Phone Representative or send a secure ‘Support’ message within Online Banking to request to enable the service again.
6. I got a call in addition to my text alert. Which one should I respond to?
   You may respond to either one. However, for faster response, text replies are more convenient.
7. What happens when I respond ‘Yes’?
   Your case will be closed and you may continue using your card.
8. What happens when I respond ‘No’?
   Your card will be blocked and a Star One Credit Union Fraud Prevention Specialist will contact you by phone. You will be asked verification questions to identify you. However, please note, you do not need to provide your card information.
9. How do I get a replacement card after confirming fraud?
   You may contact Star One either by sending a secure ‘Support’ message within Online Banking or by phone to request a replacement card.
10. How do I change my cell phone number for Fraud Text Alerts?
    You may change your contact information within Online Banking, Mobile Banking, or with a Star One Phone Representative by phone as follows:

    • Online Banking: After logging in click on the ‘Settings’ icon at the top right of the page, click on the ‘Personal Information’ tile.
    • Mobile Banking: After logging in tap on the menu icon at the top right of the app, tap on the ‘Settings’ icon, then tap on ‘Contact Details’
    • By Phone: call 866-543-5202 or 408-543-5202.

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?

1. In Online Banking, complete our Travel Notification Form. Click on the "Submit a Travel Notification Form" link just above the calendar at middle-right.
2. OR, in Mobile Banking, complete our Travel Advisory Form under the Services tab.
3. OR, call us.

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.