FAQ on Compromised Cards

What is a compromised card?
A compromised card is a card that is at risk of being used fraudulently.  Cards may be compromised due to computer theft (T.J.Maxx), unauthorized network intrusion (Online Data Corp), or any type of suspicious activity (phishing Emails).

How does Syracuse FCU react to compromise notifications? Syracuse FCU takes every compromise seriously and requires issuance of new cards for affected members. Members will receive e-mail and/or written notification if their card data has been compromised. The notification will provide detailed information on obtaining a replacement card.

Does this mean that I have fraud on my account?
Not necessarily. In fact, among the list of card numbers we periodically receive, only a few are affected by fraud. Take the opportunity to review your monthly statement(s).  Remember to review your daily transactions in C.U.E. (Credit Card Statements are now available online).

When notified about a card compromise, do all financial institutions block and reissue cards?
No.  Some institutions do not reissue cards at all, nor do they notify their customers of a compromise.  They leave it to their customers to discover fraudulent transactions (if any) posted to their account.

What do I need to do if I discover fraud on my account?
If your card has not been blocked already, call Syracuse FCU immediately. You should complete our Cardholder Dispute Form with Affidavit. If you have any questions about the form, please call the Card Services department at 315-443-2603 x242.

What if a fraudulent transaction clears my account and I do not have enough money to pay my bills?
The Credit Union will issue you Provisional Credit while this matter is being disputed with VISA. Then the Credit Union receives credit back when the matter is resolved.

How long will it take to receive my replacement card?
Most cards are received within 2 weeks from the date on your notification letter. The NEW PIN is delivered a day or two after that.

What happens if I do not receive my card by this time?
Please contact the Credit Union ASAP (315-443-2603 x242) so we can check on this immediately.

What do I do when I receive my new ATM, Debit or Credit Card?
Cut up the old compromised card and start using the new card immediately.  The compromised card will be blocked from further activity 30 days after the date on your notification letter.

Will my pin number change along with my card number?
Yes, the new card number will have a new randomly generated Pin number.  The compromised card’s PIN was also compromised.

Is there a charge for the new card?
As a courtesy to our member’s under these circumstances we do not charge the normal $10.00 replacement fee.

What if I do not want to have my compromised card blocked?
Compromises are serious. Fraudulent activity may occur if the card is not blocked. The fraud dispute process can be more inconvenient to members than simply having a card replaced. While many members do not experience fraud when a compromise is reported, the risk exposure still exists if the cards are not blocked and replaced.  Our fraud network will prevent activity on a compromised card more frequently causing increasing inconvenience for our members when using a compromised card.  This is not acceptable to the credit union. To protect our members, minimize inconvenience and losses, Syracuse FCU requires compromised cards to be replaced.

What if I have preauthorized debits made to my compromised card number?
You should contact the merchant(s) immediately upon receipt 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. If this is not the case, you may need to write to them to let them know of a card number change.

There are other authorized users on my Credit Card account; does this affect their card(s) too?
Yes, all authorized users under the same Card account share the same card number. You should notify the other users immediately and inform them to destroy their compromised card. They too will have their cards replaced.

Can this information be used to steal my identity?
The information encoded on the compromised card pertains strictly to the card, potentially including the card number and expiration date. Confidential information such as Social Security Numbers, driver’s license numbers, addresses and dates of birth are not stored on the card.

What can I do to keep this from re-occurring?
Unfortunately, we have no way of stopping criminals from "hacking" into databases of merchants. While the possibility of a card being used fraudulently is low, we recognize the aggravation members face in acquiring a replacement card or to have fraudulent activity removed from their account.

Is there anything that I can do to insure that fraud doesn't occur on my card?
Always know where your card is, and if you misplace it, call the credit union immediately so we can block the card from use. Never write your PIN on the card or carry the written PIN with you. Use C.U.E. to watch your account activity and call 315-443-2603 x242 if you see anything suspicious.

If we are not available:

Debit or ATM only cards call 1-800-262-2024 out of country: 1-973-682-2652,

Fixed rate credit cards 1-800-890-5097, Variable rate credit cards 1-800-411-8498 collect #: 1-206-352-3482, out of country 1-206-352-3516.

A lot of fraud happens when someone uses your card number to purchase online. One way to prevent this from happening is to register your VISA card with "Verified by VISA".  Links to “Verified by VISA" can be found on our home page.

If fraud does occur on my account, what should I do?
There are certain steps to follow to receive your charge-back rights:

    1. Contact the store or business that charged your account and let  them know that the charge was fraudulent.

    2. Send a detailed letter of dispute to Syracuse FCU’s card department at P.O. Box 6209 Syracuse N.Y. 13217-6209. Include information such as merchant name, date fraud occurred, what the reply was when you contacted them, the amount and any other details that you feel would be helpful in our investigation.

    3. If the charge is found to be fraudulent, the merchant has 30 days to return the funds to your account