Visa Card Security

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 (Fraud) Form.

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.

1. Your card must be permanently blocked and reissued before completing the Cardholder Dispute (Fraud) Form. Please call us and speak to our Card Service Department.

   Your Cardholder Dispute (Fraud) Form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared.

2. We will begin the investigation as soon as we receive your dispute form. Be sure to provide your phone number so that we may contact you if we have any questions.
3. Typically your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
4. Please allow us time to process your disputed transaction.
5. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.
   
   Mail form to: Star One Credit Union
   Attn: Card Services
   PO Box 3643
   Sunnyvale, CA 94088-3643
   
   Or fax to (408) 543-5203, Attn: Card Services

Review the scenario below that best describes your situation.

SCENARIO 1

IF:

• You are not satisfied with the product or service, or it is damaged.
• You did not receive the merchandise or services.
• You were overcharged.
• You paid for merchandise or services by another means.

THEN:

1. You must contact the merchant to attempt to resolve the dispute by making arrangements to return the merchandise and/or cancel the service. In most cases you can resolve the dispute with the merchant
2. If you are unsuccessful in resolving the disputed transaction directly with the merchant, complete the "Cardholder Dispute Form" (Non-Fraud) and supply all supporting documents (e.g. receipts, e-mail communication, merchant contracts or return policy) which will strengthen your dispute with the merchant.
   
   Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared. Cardholder Dispute (Non Fraud) Form.
3. We will begin the investigation as soon as we receive your dispute form. Be sure to provide your phone number so that we may contact you if we have any questions.
4. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
5. Please allow us time to process your disputed transaction.
6. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.
   
   Mail form to: Star One Credit Union
   Attn: Card Services
   PO Box 3643
   Sunnyvale, CA 94088-3643
   
   Or fax to (408) 543-5203, Attn: Card Services

SCENARIO 2

IF:

• You were promised a credit from a merchant and didn't receive it.

THEN:

1. Per Visa Regulations, a merchant has 5 days to credit back a refund.
2. Complete and submit a Cardholder Dispute Form after the 5 day period expires. Include a copy of the credit slip if supplied by the merchant.
   
   Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared. Cardholder Dispute (Non Fraud) Form.
3. We will begin the investigation as soon as we receive your dispute form. Be sure to provide your phone number so that we may contact you if we have any questions.
4. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
5. Please allow us time to process your disputed transaction.
6. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.
   
   Mail form to: Star One Credit Union
   Attn: Card Services
   PO Box 3643
   Sunnyvale, CA 94088-3643
   
   Or fax to (408) 543-5203, Attn: Card Services

SCENARIO 3

IF:

• You received a portion and/or none of the currency from an ATM withdrawal.

THEN:

1. Complete the Cardholder Dispute Form (Non-Fraud).
   *Please supply a copy of the transaction receipt providing it was dispensed at the time of the transaction.
   
   Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared. Cardholder Dispute (Non Fraud) Form.
2. We will begin the investigation as soon as we receive your dispute form. Be sure to provide your phone number so that we may contact you if we have any questions.
3. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
4. Please allow us time to process your disputed transaction.
5. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.
   
   Mail form to: Star One Credit Union
   Attn: Card Services
   PO Box 3643
   Sunnyvale, CA 94088-3643
   
   Or fax to (408) 543-5203, Attn: Card Services

SCENARIO 4

IF:

• You were charged twice for the same transaction.

THEN:

1. Complete the Cardholder Dispute Form (Non-Fraud).
   *If available, please supply a copy of the transaction receipt.
   
   Your dispute form must be submitted no later than 60 days after we sent you the first statement on which the disputed transaction appeared. Cardholder Dispute (Non Fraud) Form.
2. We will begin the investigation as soon as we receive your dispute form. Be sure to provide your phone number so that we may contact you if we have any questions.
3. Typically, your account will receive a provisional credit within 10 days of receipt of your dispute form, dependent upon card and transaction type.
4. Please allow us time to process your disputed transaction.
5. If the dispute is resolved in your favor, any provisional credit will become permanent. If the disputed transaction is not resolved in your favor, your provisional credit will be reversed from your account and you will receive written notification from Star One Credit Union.
   
   Mail form to: Star One Credit Union
   Attn: Card Services
   PO Box 3643
   Sunnyvale, CA 94088-3643
   
   Or fax to (408) 543-5203, Attn: Card Services

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.

1. What are Fraud Text Alerts?
   This short message service (SMS) allows Star One Credit Union Fraud Prevention Services to send you text messages to your mobile phone and verify suspicious transactions.
2. How do I enroll in Fraud Text Alerts?
   Log into online or mobile banking and access the new ‘Card Management’ menu option. Locate the ‘Fraud Text Alert’ tab/option to enable the service.
3. Can I enroll multiple cards?
   You may enroll multiple cards into the text alert service. Alerts will include the last 4 numbers of the card used in the transaction that is being validated for easier identification.
4. How does it work?
   Once your card is enabled, a text alert will only be sent to you when a transaction(s) is deemed suspicious and requires further validation. Reply ‘Yes’ if the transaction was authorized by you or ‘No’ when the transaction was not authorized by you. If you do not reply to the text alert usually within 10 minutes, our auto-dialer service will attempt to reach you (between 8am-9pm) with phone numbers we have on file. You may however reply to the text at any time.
5. I initially enabled the service, then intentionally or accidentally disabled the service. Am I able to enable the service again?
   Yes, please contact the credit union and speak with a Star One Phone Representative or send a secure ‘Support’ message within Online Banking to request to enable the service again.
6. I got a call in addition to my text alert. Which one should I respond to?
   You may respond to either one. However, for faster response, text replies are more convenient.
7. What happens when I respond ‘Yes’?
   Your case will be closed and you may continue using your card.
8. What happens when I respond ‘No’?
   Your card will be blocked and a Star One Credit Union Fraud Prevention Specialist will contact you by phone. You will be asked verification questions to identify you. However, please note, you do not need to provide your card information.
9. How do I get a replacement card after confirming fraud?
   You may contact Star One either by sending a secure ‘Support’ message within Online Banking or by phone to request a replacement card.
10. How do I change my cell phone number for Fraud Text Alerts?
    You may change your contact information within Online Banking, Mobile Banking, or with a Star One Phone Representative by phone as follows:

    • Online Banking: After logging in click on the ‘Settings’ icon at the top right of the page, click on the ‘Personal Information’ tile.
    • Mobile Banking: After logging in tap on the menu icon at the top right of the app, tap on the ‘Settings’ icon, then tap on ‘Contact Details’
    • By Phone: call 866-543-5202 or 408-543-5202.

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?

1. In Online Banking, complete our Travel Notification Form. Click on the "Submit a Travel Notification Form" link just above the calendar at middle-right.
2. OR, in Mobile Banking, complete our Travel Advisory Form under the Services tab.
3. OR, call us.

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.