We partner with SHAZAM, our debit card processor, to implement a fraud management system powered by FICO Falcon. Each time you use your debit card, we’re monitoring the transaction with Falcon.
SHAZAM creates a memory of information based on cardholder habits, such as:
Each purchase strengthens the memory and in turn, makes decisions on which transactions are likely to be fraudulent.
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 with any questions.
If you can confirm the transaction is fraudulent, Falcon’s real-time response capabilities allow us to quickly respond to suspicious transactions and avoid additional losses.
If you need to dispute a transaction on your debit card, SHAZAM is available 24/7 at 833-288-1126.
As the primary cardholder, you’re responsible for filing a dispute and providing 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 the item(s) or canceled service along with the cancellation / confirmation numbers if applicable.
Fraud is a serious business and can hit anytime, which is why we are always alert 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.
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