Card Compromise FAQ's
What does card compromise mean?
A Card compromise occurs when debit card information may have been obtained by unauthorized individual(s). Most compromises involve a criminal gaining unauthorized access to a merchant or card processor computer system (sometimes referred to as “hacking” into or installing “malware” to capture data on a system).
Where did the breach occur?
The name of the merchant or processor where the breach occurred is rarely released by Visa. In very large breaches which affect millions of cardholders, the name is usually made known to consumers through the news media.
Does this mean someone is using my card?
Not necessarily - this means that your card number could potentially be used. We recommend reviewing your account history to ensure the validity of posted transactions.
Will I get a new card?
In most cases, yes. The level of reported fraudulent activity associated with the compromise generally determines the response we will take to protect you. You will receive a notice in the mail from us that will say if and when you should expect your new card. (Usually within 10 business days)
Will I get a new PIN?
A PIN will be generated for your card and mailed to you. You should receive it in 1-2 business days following the new card. If you prefer, you can bring the card into a branch and set a PIN of your choice.
Will I be charged a card replacement fee?
No, under these circumstances, we do not charge a card replacement fee.
Will my old card still work?
It is sometimes necessary for us to close your old card immediately. (If we already have reports of fraudulent activity.) If the letter does not state your card has been closed, it will continue to work until the new card is received.
What if I don’t want to leave my old card open until I receive the new one?
You can call us at 785-825-2211 (Outside Salina 877-402-9019) or come into any branch and we will deactivate the card immediately. After regular business hours, call 1-877-CANCEL1.
What can I do to keep this from happening again?
Unfortunately, we have no way of stopping criminals from “hacking” into merchants computer systems. While the possibility of a card being used fraudulently is low, we recognize the inconvenience our customers face when this happens. We will assist you in getting fraudulent activity removed from your account.
What security precautions should I take with my Visa Check Card?
· If you notice your card is missing, contact us immediately. You can call us at 785-825-2211 or outside Salina at 877-402-9019 or come into any branch and we will deactivate the card immediately. Outside regular business hours, call 1-877-CANCEL1.
· Never write your PIN on or near the card.
· Monitor your statement for activity you didn’t authorize.
· Never give your card number to anyone over the phone unless you know who you are dealing with.
· When using your card on the internet, use reputable companies to make your purchases.
If fraud does occur on this account, what should I do?
· Contact the merchant that charged your account and let them know that the charge was fraudulent
· Visit one of our branches and fill out a dispute form. We will need:
o The Merchant Name & date you contacted them;
o Name of person you talked to & their response;
o Date and amount of fraudulent charge;
o Any other details that would assist our investigation.