Handling Debit Card, ATM, & Point-of-Sale Fraud First Things First

Handling Debit Card, ATM, & Point-of-Sale Fraud
First Things First
You have noticed fraudulent transactions involving your Debit Card, ATM, or Point-of-Sale (POS). You should contact us immediately to have your
Debit Card closed to avoid further fraudulent transactions.
Please call us at 770.448.8200 Ext. 2392 for Debit Card Fraud Statements and ATM/POS Card Fraud Statements.
Actions We Need To Take
• Debit Card involved will be closed immediately.
• If you suspect Visa Credit Card fraud, call us at 770.448.8200 Ext. 2391.
Getting Started
To file your fraud case we need the following:
For Debit Card Fraud
• Complete Debit Card Fraud Statement Form (see form ACU 9937.2). Make copies of this form and complete one form for each dispute on
your account.
• Debit Card Application (see form ACU 4507).
For ATM or Point-of-Sale (POS) Fraud
• Complete ATM/POS Fraud Statement. (see form ACU 9937.3).
• If multiple transactions are involved, list transactions on the Unauthorized Transaction Form (see form ACU 9937.4).
• Complete Personal Statement (see form ACU 9937.5).
• Debit Card Application (see form ACU 4507).
We suggest that you complete the Cardholder Dispute Form (see form ACU 9937.4) for both Debit Card Fraud (Signature Based) and ATM or
Point-of-Sale (POS) Fraud. If a copy of your police report is available please include it.
Fax or Mail
You may fax copies to the Fraud Department:
• 770.448.1248
Be sure to also mail the originals to us.
• Mail to:
Associated Credit Union
Attn: Fraud Department
6251 Crooked Creek Road
Norcross, Georgia 30092-3107
You can also submit Fraud Statements via Secure Support, our secure e-mail service within Online Banking.
Wrap It Up
• Be sure to provide us with as much detail as possible.
• Complete and submit all the required forms.
• Be prompt. This can be a lengthy process with very strict guidelines and deadlines. Help us meet them.
• If you should need help in completing these documents just give us a call at 770.448.8200 Ext. 2392.
If a false Debit Card, ATM, or Point-of-Sale complaint is made to ACU, we may charge a fee of $25 per hour for the research process.
We also reserve the right to close the Debit Card and/or account associated with the fraudulent claim.
Final Note
You will be contacted by mail or e-mail once your case is resolved.
ACU 9937.1 (Rev 11/14)
Debit Card Fraud Statement
(Use this form for Debit Card “Signature” transactions only)
Make copies of this form and complete ONE for each fraudulent transaction on your account.
Please be aware that the card will be closed (if it is still open) before we begin the case process.
Today’s Date:
_________________________________________
Member Name:
_________________________________________
Member Address:
_________________________________________
_________________________________________
Phone Number:
_________________________________________
Debit Card Number:
_________________________________________
Merchant Name:
_________________________________________
Merchant Address:
_________________________________________
_________________________________________
Transaction Amount:
_________________
Date of Transaction:
_________________
Explain in detail the circumstances surrounding the transaction: ______________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
(if more space is needed, please attach separate piece of paper)
Did you authorize or participate in the transaction?
Did ACU contact you by
qYes
qNo
qmail or qtelephone concerning possible fraud activity with your Debit Card? qYes
qNo
Did you allow anyone to use your Debit Card? qYes qNo
IF YES: Please explain the circumstances:_______________________________________________________________
_________________________________________________________________________________________________
_________________________________________________________________________________________________
Did you have possession of the Debit Card on the date of the alleged fraudulent transaction? qYes
IF NO: The Debit Card reported as: qNever Received
qLost qStolen qReturned to ACU
Date the Debit Card status was reported: _________________
qNo
Did you receive any texts or e-mails asking for your card number, expiration date, etc.? qYes qNo
IF YES: Did you respond with any sensitive information?____________________________________________________
_________________________________________________________________________________________________
If a false Debit Card, ATM, or Point-of-Sale complaint is made to ACU, we may charge a fee of $25 per hour for the research
process. We also reserve the right to close the Debit Card and/or account associated with the fraudulent claim.
Cardholder Signature: _________________________________________
ACU 9937.2 (Rev. 11/14)
Cardholder Dispute Form
Fraudulent Use of a Credit Card or Debit Card
Cardholder Information
Home Phone
(
)
Cardholder Name
Mailing Address
Street
I Requested the Card:
Type of Card:
City
Yes
No
Credit Card
Debit Card
•
•
•
•
•
•
State
Zip
Card Number
Number of Cards Issued
At the Time of the Fraudulent Transactions, my
Card was:
In My Possession
Lost
Was law enforcement notified?
Yes County ___________________
Never Received
Stolen
Date Cardholder Discovered Loss Date Cardholder Reported Loss to Credit Union
or Processor
•
Work Phone
(
)
No
Precint ___________________
Case No. _________________
Date of First Fraudulent Transaction
I complete this Cardholder Dispute Form for the purpose of establishing the fraudulent use of my Credit Card or
Debit Card).
I did not give, sell, or trade my card(s) to anyone nor did I give anyone permission to use my card(s).
I have no knowledge that my spouse or minor child(ren) made any transaction(s) on or after the date of the first
fraudulent transaction indicated below.
I did not receive any benefit from the unauthorized use of my Credit Card or Debit Card.
I did not use my card nor authorize the use of my card by anyone else after I discovered the unauthorized use of my
card.
I have examined all of the unauthorized transactions and in each instance I did not originate the transaction nor
authorize it.
Further, I did not receive proceeds or benefits from any of those transactions.
Total amount of unauthorized transactions (itemized on the back of this page or on an attached page: $
Name and Address of Unauthorized User (if known)
Please provide details (if necessary) on a separate sheet.
Signatures
I give my consent to the credit union to release any information regarding my card and/or card account to any local, state,
and/or federal law enforcement agency so that the information can, if necessary, be used in the investigation and/or
prosecution of any person(s) who may be responsible for fraud involving my card and/or card account. I swear this
Cardholder Dispute Form is true and understand that making a false sworn statement is subject to federal and/or state
statutes and may be punishable by fines and/or imprisonment.
Member’s Signature
Date
ACU 9937.4 (11/14)
Unauthorized Transactions
$ Amount of Transaction
Date of Transaction
Merchant Name
Total $ of Unauthorized Transactions:
$
ACU 9937.4 (11/14)
Debit Card Application
Card Type Requested: qDebit Card
q Replacement Card For Lost Card ($5 fee).
q Replacement Card For Stolen Card.
q Reissue For Damaged Card (Current Card Will Deactivate
When New Card Is Ordered).
q I Have Changed Names And Request A New Card.
Card
Number
Card
Record
Date
ACU 4507 (10/14)
`