Stolen or lost Visa card? Star One takes the safety and security of our cardholders very seriously.
Keep your account secure and identify potentially fraudulent activity!
Get real-time alerts sent to your email or mobile device whenever your Star One Visa credit or debit card is used for:
Call us immediately. If you are traveling internationally, call us collect.
If you can't reach us, call Visa collect at (410) 581-9994, toll-free at (800) VISA-911, or visit Visa's Get Help Now page.
Star One has a Risk Management service in place for monitoring card transaction activity.
When unusual or suspicious authorizations are completed with the use of your card the Risk Management Auto-Dialer will call out to your home phone and secondary phone number. The caller I.D. number for our Risk Management is #855-217-1759 and can be used as the call-back number. Be advised that the call is valid and made on Star One's behalf. As part of the authentication process the Auto-Dialer will ask some elements of your personal information.
Please feel free to contact us if you have any questions or concerns regarding the Risk Management validation process.
Shop anywhere risk-free
Your peace of mind and protection are important to Star One. We guarantee you won't be held responsible for fraudulent charges made with your Star One Visa Debit or Credit Card information provided you notify Star One of fraudulent transactions within a reasonable timeframe and have not acted negligently or fraudulently.
How it works
Use your Star One Visa Credit or Debit card to make purchases at millions of locations knowing you are protected from unauthorized use.
Regularly monitor your accounts through:
Online Banking, Mobile Banking and Monthly Statements.
Report suspicious charges & receive quick resolution and provisional credit(s)
*Report any fraudulent charge(s) promptly by contacting Star One.
*Log into Online Banking and access the online form titled "Cardholder Dispute Form Fraud" or contact a Star One Phone Representative who can assist you through the dispute process. Provisional credits for unauthorized transactions are generally posted within one business day from the receipt date of your claim.
Need to Dispute Fraudulent Transaction(s)?
You may have been contacted by our Risk Management Department or perhaps you discovered the authorization amount pending on your account. Please allow the transaction(s) to post to your account, as in some cases the transaction may not post at all. Once the transactions post to your account you may immediately complete our Cardholder Dispute Form & Affidavit.
If your purse or wallet was lost or stolen, or if you are concerned about identity theft, visit our Identity Theft pages for more information. Call us right away, or visit a branch, to protect your accounts.
Your Cardholder Dispute & Affidavit - Fraud form much be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared.
Review the scenario below that best describes your situation.
In order for Star One to assist you with a dispute, important information surrounding your purchase and dispute are required. The information is used to appropriately categorize your dispute with Visa.
Some of the dispute reasons require additional documentation by Visa to help support your case. The dispute process is similar to a lawsuit, the side with the strongest evidence wins.
Correspondence to and from the merchant, additional paperwork associated with the charge, receipts, advertisements, etc. The more documentation you can provide, the more likely your case will be ruled in your favor. It is also a good idea to save your receipts for purchases where you have paid by another means (cash, another credit card, etc). If you are charged twice, you may be required to show proof that the charge was paid for by another means.
In some cases, Visa requires that the merchant be given the opportunity to resolve the dispute whether it's to replace damaged merchandise, cancel a reoccurring charge, credit your account, etc. You should always take note of the date, time, and most importantly, the name of the person you spoke to and retain any cancellation, confirmation, or other identification number, if provided. Retain all written communication such as e-mail correspondence as it will support your proof at an attempt to resolve the disputed transaction with the merchant.
Call us immediately and speak to our Card Services Department. Often times, we can provide additional information that may be helpful in identifying a charge or can take necessary action if the charge cannot be verified or identified.
Visa requires a second opinion from a certified mechanic to validate the prior mechanics work, in dispute, to ensure that the disputed repairs are related to the repairs performed and authorized by the cardholder. A second opinion also ensures that the problem was resolved.
Visa requires proof of a hotel cancellation as hotels can charge a one night "no show" charge to an account where a room/reservation was held by a Visa card. Most hotels will provide a cancellation number as it is required for a dispute. Always ask for a cancellation number or at the very least get the full name of the reservation clerk before ending the call if they insist a cancellation number is not necessary or they do not provide cancellation numbers.
Fill out the form with the required information and attach a separate sheet of paper explaining your dispute. You may want to call the Card Services department at Star One for assistance.
As the dispute process can be quite lengthy, it is not always feasible to notify cardholders when a dispute is won which is why a provisional credit is given as soon as possible. However, if there is a problem with a dispute or additional documentation is required, you will be contacted.
Call us and speak to our Card Services Department to review your dispute. Star One may still be able to file a "good faith" claim on your behalf for your dispute.
Also known as the Cardholder Verification Value (CVV2), these digits help to prevent unauthorized use by ensuring that the physical card is in the cardholder's possession while shopping online or by phone. The code is located on the back of your card as shown below. Typically the signature panel will have a series of numbers, but only the last three digits make up the CVV2 code.
Merchants request the CVV2 at checkout from the cardholder, and the information is sent electronically to the card-issuing bank for verification. Within seconds the CVV2 results are returned with authorization. If it's returned invalid, merchants have the right to stop the transaction.
For your added protection, merchants are prohibited from storing the CVV2 number after the transaction has been completed.
Star One utilizes an automated process for our Visa Fraud Prevention Service for card transaction verification.
Things you will need to know:
For further assistance or clarification please contact us.
You can help us reduce fraud by notifying us of any travel plans whether it is business or pleasure, domestic (even within your state) or international.
Changes in your spending pattern can trigger a security alert with our fraud detection system. When an alert is triggered our Visa Card Fraud Prevention service will immediately reach out to you to verify transactions. However, if you are traveling, it may be difficult to reach you to verify charges. That is why it's important to contact us so we can notate your account of your travel plans which helps us fight the real fraud.
How to notify Star One you are traveling?
A compromised card is a card that is at risk and can be used to complete fraudulent transactions. Cards may be compromised due to computer theft, unauthorized network intrusion, or any type of suspicious activity.
Star One takes every compromise seriously and at times requires blocking of the compromised cards and issuance of replacement cards for affected members. Members will receive written notification if their card data has been compromised. The notification will provide detailed information on when you will receive a replacement card as well as the final block date of the compromised card.
A merchant may have prior knowledge of a compromise before VISA has and opportunity to notify credit card issuers. In such cases, you will want to contact Star One and make arrangements to have your card compromised card blocked and replaced.
Not necessarily. However, take the opportunity to review your account via Online Banking, Mobile Banking and/or review your monthly statement(s).
No. Some institutions do not reissue cards at all, nor do they notify their customers of a compromise.
Contact Star One immediately to have your card blocked and replaced. You will be instructed to complete and submit the Cardholder Dispute Form with Affidavit listing all fraudulent transactions that have posted to your account.
Replacement cards are typically received within 7-10 business days. Members can visit any Star One branch location for immediate replacement of Visa Debit Cards or ATM cards. Arrangements can also be made to expedite delivery for extenuating circumstances.
Although it can be an inconvenience to have your compromised card blocked it is still a necessary process to avoid losses to the Credit Union. On occasion, we will allow extensions for a compromised card to remain active beyond the "final block date" such as when a member is traveling or need to make an emergency purchase. Contact our Call Center if you are in need of an extension to the block date and we will make every effort to accommodate your request.
You should contact the merchant(s) immediately upon receipt and activation of your replacement card(s) and provide them with the new card number and expiration date. This process may be as simple as logging into the corresponding merchant(s) site and updating the information yourself.
Not necessarily, each cardholder now has their own unique card number and may not have been part of the merchant data breach.
A letter from our President—we apologize for the inconvenience you experienced when accessing the new Online and Mobile Banking systems.
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