The power of security.

How can you protect yourself from fraud?

Fraud happens when an untrustworthy individual or a criminal misrepresents the truth to obtain something of value, like money or your personal information. Fraud can also happen when your information is used without your consent.

It’s important to stop, think, and ask questions any time you are asked to share personal or financial information.

Remember, we and other legitimate companies will NEVER:

• Call, text, or email and ask for your Online Banking username, password, or other account login information
• Request your full credit/debit card number, 3-digit security code on the back of your card, PIN, or account number
• Contact you and ask for your Social Security number
• Ask for any multi-factor authentication codes for your accounts. Learn more about how you can use MFA to protect your accounts on our blog.

Visit our Security Center for more tips to keep your personal and financial information safe.

The dispute process.

If you see a transaction on your account that you don’t recognize or if a transaction posted for an incorrect amount, you may need to file a dispute with us. A dispute is the formal process of investigating a transaction. You must report an unauthorized transaction to us in a timely manner, but no later than 60 days after we send a statement listing the disputed transaction(s). Here’s what the process looks like:

• Contact us. Call 888.267.7200 from the phone number that’s associated with your account. Choose the option for either debit or credit card.
• Share details. We’ll ask you questions about the transaction and order a new debit or credit card for you (if needed).
• Record case number. Write down your dispute case number in case you have any additional questions and need to contact us again.
• Receive paper copy. You’ll receive a paper copy of your dispute request in the mail within 10 business days.
  • This paperwork may include a form for you to sign. It’s very important to follow the instructions and mail back to the address provided as soon as possible.
• Conclude investigation. You’ll receive another letter in the mail outlining the conclusion of the investigation (which can take up to 90 days).