When Fraud Occurs: Visa Debit Card
| 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'm getting a call about a possible fraudulent transaction |
You’ll receive a phone call from our automated fraud verification service to confirm if the transaction is yours or not. This phone call will come from 877-253-8964. |
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. |