What should I do when there are fraudulent transactions on my card?

IMPORTANT STEPS

1. Lock your card immediately through Card Center to prevent further fraudulent transactions.

2. Dispute fraudulent transactions in Digital Banking or call us at 888.723.7328 to report the fraud.

3. Make sure your contact information is updated in Digital Banking.

Next steps

1. We will send a new card to the address on file within 5 business days.
•  A new digital card will be available in Card Center within 1-2 business days.
•  Use your digital card to update subscriptions, recurring payments and other accounts.

2. For credit cards: Your recent transaction history in Digital Banking will soon be unavailable for up to 48 hours. You can download transactions if you need them beforehand.
•  Recent transactions from your old credit card will appear on your new card’s first statement.
•  For record keeping, both existing and paid balances from the old card will be transferred to the new card and appear as a balance transfer. Any payments you have made will transfer as well.

3. We will contact you within two business days.
The timeline for resolving most card disputes is 30 days, but it can take up to 90 days.

4. For credit cards: Until your claim is resolved, the disputed amount will not accrue interest or count against your credit limit.

5. We will keep you updated on the status of your claim, and you can reach out to us at any point at [email protected].

I want to dispute a transaction

1. To dispute transactions from Digital Banking, go to Card Center, then select Dispute Transactions.

2. Select Dispute Transactions again, then select the account associated with the dispute.

3. Complete the steps to give more details on the reason for the dispute. You’ll also have a chance to upload any relevant documents.

4. To track ongoing disputes, go to Card Center > Dispute Transactions, then select Track Dispute.

5. You’ll be able to view your claim status and any communications about your case. You can also upload more documents or withdraw a case.

Learn more about disputing transactions.

I want to submit a travel notification

Notifying us of your travels dates and destinations can help avoid card interruptions while traveling.

1. Log in to Digital Banking.

2. Select Services > Card Center > Travel Notification

3. Fill out the requested information, including the dates, destination and layover cities for your trip.

4. Please allow one business day for processing. The more advance notice you can provide, the better.

Card security

• Treat your card like cash and keep it in a secure location.
• Don’t write your Personal Identification Number (PIN) on your card or keep it with your card.
• Don’t lend your card or give your PIN to anyone—not even a Stanford FCU employee.
• Report lost or stolen cards immediately at 888.723.7328. You can also notify the police department.

ATM security

• Be aware of your surroundings, including people loitering near the ATM.
• Use an ATM in a well-lit location without places for people to hide.
• Always shield the ATM keypad, so that anyone waiting to use the ATM cannot see you enter your PIN.
• Never count cash at the machine; wait until you’re in a secure place.
• If you’re using a tap feature for your card, make sure you end the transaction on the ATM and log out before leaving.

Account security

Card Center is your one-stop shop in Digital Banking for managing your cards:

• In Online Banking, select Services > Card Center.
• In the mobile app, select the Card Center tab on the bottom.

Did you know? If you have a debit or credit card with Stanford FCU, you’re automatically enrolled to receive fraud alerts via text, email and phone call whenever our automated fraud monitoring system detects suspicious activity.

Other account safety tips

• Always check your monthly statement for accuracy and/or suspicious charges.
• You can set spending limits or lock and unlock your card in Card Center.
• Shred your receipts after verifying the transactions.
• Keep records of all your cards, including the contact information for each issuer.
• Always check the total of each transaction before you sign a receipt, and never sign one without a dollar amount.