When Fraud Occurs: Visa Debit Card

What you should do

What we do

Table Heading Row	What you should do	What we do
My card was lost/stolen	Call 844-596-1146 to report it.	We deactivate your card and order you a new one. You will receive your new card within 7-10 days.
I received a call or text message about a possible fraudulent transaction	If we have your cell phone number on file, you’ll get a text message from short code 37268. In the text message, the call-back number will be 833-735-1897. Or you may receive a phone call from our automated fraud verification service to confirm if the transaction is yours or not. This call will come from 833-735-1891, which will also be the call-back number.	If the transaction is yours, our system closes the fraud case and unlocks your card for continued use. If the transaction is not yours, you will be transferred to a fraud analyst who will deactivate your card, request a new one and initiate a dispute to get your funds credited back to you (if necessary). Your new card will arrive in 7-10 days.
I've noticed a transaction on my statement that isn't mine	Call our Customer Care Center at 888-474-7275.	While the fraudulent charges are investigated, your card is deactivated and a new card is sent to you. You will receive provisional credit for the disputed charges within 5 days. If our investigation determines the transactions are indeed fraudulent, the credits become permanent. You will receive regular updates while we investigate.
A merchant charged me twice, charged an amount different than what was authorized or I don’t see a credit from a merchant I was promised	Contact the merchant. Merchants often can resolve these sorts of issues faster than disputing the transaction through us. If the merchant is unable or unwilling to resolve the issue, call our Customer Service Center at 888-474-7275.	We will investigate the charges and contact the merchant regarding the charge. We may request information regarding what charges were and were not authorized such as receipts, details of conversations with the merchant or any other relevant information to the dispute. You will receive provisional credit for the disputed charges within 5 days. If our investigation determines the transactions are indeed in error, the credits become permanent. You will receive regular updates while we investigate.