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Fraud and Identity Theft

City & County Credit Union is committed to helping you defend yourself from fraud and identity theft. The following information will help you prevent fraud and recover from it if you are a victim. Visit our Fraud Center FAQ for additional information and help.

Data Breaches

Here are tips from the FTC you can take to protect yourself after a data breach:

  • Check your credit reports from Equifax, Experian, and TransUnion — for free — by visiting annualcreditreport.com. Accounts or activity that you don’t recognize could indicate identity theft. Visit IdentityTheft.gov to find out what to do.
  • Consider placing a credit freeze on your files. A credit freeze makes it harder for someone to open a new account in your name. Keep in mind that a credit freeze won’t prevent a thief from making charges to your existing accounts.
  • Monitor your existing credit card and bank accounts closely for charges you don’t recognize.
  • If you decide against a credit freeze, consider placing a fraud alert on your files. A fraud alert warns creditors that you may be an identity theft victim and that they should verify that anyone seeking credit in your name really is you.
  • File your taxes early — as soon as you have the tax information you need, before a scammer can. Tax identity theft happens when someone uses your Social Security number to get a tax refund or a job. Respond right away to letters from the IRS.

 

View our Identity Protection module and visit identitytheft.gov/databreach to learn more about protecting yourself after a data breach.

Credit or Debit Card Fraud

Fraud can occur on your account when your card information has been lost or stolen. If you have unauthorized transactions on your account, please complete the following steps:

  1. File a police report in the city where the unauthorized transaction occurred. Keep this information accessible, as it is used to process unauthorized transactions.
  2. Contact the company or merchant that put the transaction through. Keep detailed notes regarding your conversation, including the date and time of contact, the name of the person you spoke with, and whether the transactions were processed on the phone, in-person or online.
  3. If the unauthorized transaction happened on a City & County Credit Union debit card, ATM card or credit card, use the following phone numbers to report the transaction.
    • Debit Card or ATM Card Fraud: call (855) 448-8198 (US) or (727) 229-2449 (International)
    • Credit Card Fraud: call (800) 449-7728 (US) or (314) 542-7111 (International)

You have 60 days to notify us of a fraudulent transaction on your statement and provide the necessary information regarding the transaction. After this time, we cannot guarantee that you will receive credit for the unauthorized transaction.

Credit or Debit Card Dispute

A dispute is when you have authorized a transaction on your card, but now dispute the terms of the transaction. Examples of this would be not receiving an item or receiving an item not as described. Please follow the below steps to dispute a transaction on your account.

  1. You must first contact the merchant and make every effort to resolve it with them.
  2. If you can’t resolve the transaction with the merchant, you may file a dispute with City & County Credit Union by calling the following.
    • Debit Card Dispute: call (888) 918-7313
    • Credit Card Dispute: call (800) 449-7728 (US) or (314) 542-7111 (International)

Disputes will only be accepted going back 60 days from the statement date. Proof of purchase and correspondence to the Merchant may be required by Mastercard. You must respond to all correspondence within 15 days. The outcome is not guaranteed by CCCU, but is determined by Mastercard.

Steps for Certain Accounts

Utilities: If someone used your information to get cable, electric, water, or other similar services, contact the service provider.

Phones: Contact the National Consumer Telecom and Utilities Exchange and request your NCTUE Data Report. Review if for any accounts you don't recognize.

Government Benefits: Contact the agency that issued the government benefit and explain that someone stole your identity.

  • Ask what you need to do to fix the problem.
  • If you stopped receiving your benefits because of the identity theft, ask what you need to do to get them reinstated. You may need to appear in person or send something in writing.

Checking Accounts: Do you think someone opened a checking account in your name? Order a free copy of your ChexSystems report, which compiles information about your checking accounts.

  • To get your report, contact ChexSystems at 1-800-428-9623. Or visit their website consumerdebit.com.
  • Then contact every financial institution where a new account was opened. Ask them to close the accounts.

If someone is writing bad checks against your account, contact your financial institution.

  • Ask them to stop payment on stolen checks and close your account.
  • Ask them to report the theft to its check verification system. The check verification system will tell businesses to refuse the stolen checks.
  • Also, contact any business that took the bad check. Explain that someone stole your identity. Act quickly, before they start collection action against you.

If a business rejects your checks, ask the business for an explanation. The business must tell you what information led them to reject your check.

Apartments or House Rentals: Ask the landlord who rented the property to the identity thief what tenant history services they use. Contact those companies. Ask for a copy of your tenant history report, and ask what steps you need to take to correct fraudulent information in the report.

Unauthorized Transactions

If you have unauthorized transactions on your account, please complete the following steps:

  1. File a police report in the city where the unauthorized transaction occurred. Keep this information accessible, as it is used to process unauthorized transactions.
  2. Contact the company or merchant that put the transaction through. Keep detailed notes regarding your conversation, including the date and time of contact, the name of the person you contacted, and if the transactions were processed on the phone, in-person or on the internet.
  3. If the unauthorized transaction happened on a debit card, ATM card or credit card, use the phone numbers below to report the transactions.
    If the unauthorized transactions happened in your checking or savings account (using your routing number and account number), visit a City & County Credit Union branch to complete an Affidavit of Unauthorized Entry.

You have 60 days to notify us of a fraudulent transaction on your statement and provide the necessary information regarding the transaction. After this time, we cannot guarantee that you will receive credit for the unauthorized transaction.

Fraud Center – Important Phone Numbers

City & County Lost or Stolen Credit Card Lost or Stolen ATM/Debit Credit Bureaus

(651) 225-2700 or
(800) 223-2801

Mastercard Credit Card:
(800) 449-7728 (US)
(314) 542-7111 (International)

Lost or Stolen ATM/Debit Card:
(855) 448-8198 (US)
(727) 299-2449 (International)

Experian: (888) 397-3742
Transunion: (800) 680-7289
Equifax: (888) 766-0008

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