The Credit Union offers High-Tech Debit Card Protection with Free EMV chip debit card, real-time text alerts and card lock/unlock features on our Mobile app and 24/7 Fraud Monitoring.
If you suspect you’re a victim of fraud or identity theft, call us immediately.
To make sure we can reach you quickly, make sure we have your current contact information.
Add our Fraud Hotline to your phone:
1-855-961-1602 In the event of a Suspected Fraud Event our Hotline will reach out to you.
Debit Card Fraud
Think you lost your Debit Card? Or not sure of a charge on your account?
Use our Card On/Off function. Where you can easily turn your debit card off to ensure no other charges are made.
Follow these simple steps:
– Log into Online Banking
– Click on Card Services
– Select Card On/Off
If you locate your card later, you can switch the card back on and avoid the hassle of new cards reissued.
Remember: If your card has been compromised you can turn it on quickly to access emergency cash and turn it back off until it can be replaced.
What is the difference between fraud and a merchant dispute?
There are times when charges may show up on your statement and you are not sure why. Sometimes these charges are due to fraud, but sometimes they are not. To assist you with making the decision about whether you should dispute a charge or make a fraud claim, review the following information.
The primary difference between a fraudulent transaction and a disputable transaction is whether or not you, the account holder, has used the merchant in the first place.
- Disputes can arise between a merchant and account holder for a variety of reasons. These reasons can range from overcharging the account holder, charging for merchandise that wasn’t received, or charging for a monthly subscription that was previously cancelled.
- If the transaction was never authorized or initiated by the account holder, a fraud claim may be filed.
Answering the following questions will help you to determine whether your claim is a dispute or fraud.
- Do you personally know who made the transaction to your debit card?
Is the transaction a result of signing up online for a “free trial,” however you used your debit card to pay for shipping or a similar charge?
- Did you give or loan your debit card to anyone?
How do I file a merchant dispute?
When you have a disagreement with a merchant about a charge they made to your debit card, this is considered a cardholder dispute. For example:
- You cancelled a transaction, but the merchant still charged you. For instance, you used your debit card to reserve a hotel room, and cancelled with the hotel in accordance with their cancellation guidelines, and you were still charged for the room.
- You purchased an item using your debit card, and later returned the item to the merchant, but your card was never credited for the return.
- You were charged an incorrect amount for a transaction, for example $500 rather than $50.
- You have an issue with the quality of goods or services provided.
What you must do if you need to file a merchant dispute
- Contact the merchant first.
- Try to resolve the dispute directly with the merchant.
- If after 30 days you are either unable to resolve the dispute with the merchant or they have failed to follow through with a promise to refund your charges, contact the credit union’s fraud department.
- Provide all documentation supporting the transaction and your attempt to first work out the dispute with the merchant (e.g. receipts, emails, names of representatives you spoke with, letters to/from the merchant, etc.).
The dispute process When you submit a dispute, the credit union is acting on your behalf with the merchant. Mastercard® will make the final decision as to whether or not the credit union is authorized to charge back the merchant for your purchase.
The dispute process can take up to ninety (90) days; Note: If Mastercard consents to your dispute, a charge back is filed with the merchant and you will be reimbursed. If Mastercard determines that we cannot charge back the merchant for your transaction, we will withdraw the full amount of the provisional credit from your account within five (5) days of notifying you of the results.
How do I file a fraudulent Debit Card transaction?
A fraudulent transaction occurs only when you have no knowledge of who used your card and you can state with certainty that you were not aware of the transaction.
Call the Credit Union (516) 822-1070 and Speak to our Fraud Department.
Fill out the Online Dispute Form through DocuSign
Depending on the Transaction, the Credit Union might require a police report
Failure to notify us within 60 days of when the fraudulent transaction appears on your statement means you are liable for the entire amount of the fraudulent transaction.
What we need from you in order to process your fraud claim:
Note that our policies and procedures for processing fraudulent and disputed transactions are governed by the Electronic Funds Transfer Act, or Federal Regulation E.
ACH / Check Fraud
How do I file an ACH dispute?
An ACH dispute can occur when the sender questions the transaction and requests that the transaction is reversed. An ACH transaction may be returned for several reasons, but the most common are:
- Transaction was not authorized.
- Transaction is for the wrong amount.
- Transaction was duplicated.
If you need to dispute an ACH contact our Data Department Immediately.
Can I place a Stop on ACH payment I scheduled?
Yes, did you schedule an ACH payment but want to stop it.
Fill out our ACH Stop Payment form. This will occur a $30.00 Fee.
MasterCard – Our Credit Card Fraud
My MasterCard Credit Card has suspected fraud, who I contact?
Call MasterCard to claim Fraud directly at 1-866-604-0381.
Have a question? Contact us.
Do not provide us social security number, member number or Personal Identification Number (PIN). Internet e-mail is NOT secure, and these numbers should NOT be sent. A credit union representative will NEVER ask for your PIN.