Fraud Prevention

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Because debit card fraud is serious business, we’re watching out for you.

You may not know it, but you have round-the-clock protection against the increasingly savvy perpetrators of debit card fraud. We partner with SHAZAM, our debit card processor, to implement a fraud management solution powered by FICO Falcon. Each time you use your debit card, we’re monitoring the transaction for suspicious activity with Falcon. You’ll receive text or call alerts if suspicious activity is detected on your debit card. Reply Yes or No to confirm or deny the activity. Call 855-219-5399 if you ever have any questions.

If you confirm the transaction is fraudulent, Falcon’s real-time response capabilities allow us to quiclky respond to suspicious transaction and avoid additional losses. Fraud is serious business, and can hit anytime. That is why we are always on guard to detect and prevent fraud from happening to you.

For more information regarding identity theft and ways to protect yourself please visit the following website.
https://www.fdic.gov/consumers/assistance/protection/idtheft.html

How to dispute a transaction on your debit card:

Call SHAZAM at 833-288-1126, available 24/7

How the dispute process works:

  • As the primary cardholder, you’re responsible for filing a dispute and providing the details about the transaction. Once your call is received, SHAZAM will open a claim.
  • SHAZAM dispute representatives will begin an investigation. Claims can be resolved within 5-10 business days. If more time is needed to investigate the claim, we may apply a temporary credit to the account.
  • As the dispute process continues, you’ll be asked to provide supporting documents and signatures.
  • SHAZAM will contact you following the investigation with a resolution to your claim.

If you don’t recognize a transaction, it’s a good idea to check the following before filing a dispute:

  • Did another authorized person on your account (like a spouse or child) make this transaction?
  • Is this a purchase you made recently for future use, like travel plans?
  • Is this a reoccurring payment or a trial membership you may have forgotten to cancel?
  • Did you make a charitable contribution?

When you report a dispute, the following information may be helpful to have on hand:

  • If applicable, the date you contacted the merchant along with the merchant’s response and name of the person you spoke to.
  • Tracking numbers, contracts and service agreements, if available.
  • Date you returned item(s) or canceled service along with the cancellation / confirmation numbers, if applicable.

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