We are experiencing a higher than normal call volume. We are working to answer all member calls as quickly as possible. We appreciate your patience.
Please contact TwinStar Credit Union immediately if your Visa Credit, Debit or ATM Card is lost or stolen.
Making a Fraud Claim
Get detailed instructions, including necessary forms, for filing a card fraud claim.
- Monday - Friday 8 am - 5:30 pm, Saturday 9:30 am - 2 pm PST - please call 1-800-258-3115 for assistance.
- After hours please call 1-866-305-7248.
- Traveling overseas? Download this list of toll-free numbers for dozens of countries (PDF) from the Visa website.
If you need to replace a card that is worn out or broken, go to any branch or call 1-800-258-3115. We will order a replacement card for you.
Currently members cannot use their Visa® cards in Trinidad and Tobago, the United Arab Emirates (Dubai), Romania or Thailand. Cards may be used only at an ATM in Turkey and Saudi Arabia. Prepaid Visa® cards are not blocked in these or any other countries, but check with us before you go to be sure.
FALCON Fraud Protection
TwinStar Credit Union utilizes a fraud monitoring system called Falcon Fraud Manager, which screens card activity 24 hours a day, 7 days a week. If suspicious or unusual activity occurs on your debit or credit card, a Falcon representative will call you on behalf of TwinStar Credit Union. If you have any questions, please contact a TwinStar Member Services Representative at 800.258.3115.
FREQUENTLY ASKED QUESTIONS:
How will this affect my existing card?
There will be no change to your current service unless you experience fraudulent or suspicious activity with your card(s).
What happens when suspicious or unusual activity occurs?
A Falcon representative will attempt to contact you at the phone number listed on file, to verify the transaction(s) in question. In some instances, a block may be placed on your card while a Falcon representative attempts to reach you to verify the transaction(s). What is the impact and what happens if fraud occurs? Your card will be blocked and you will be reissued a new card within the normal reissue time frame.
What happens if the charge is legitimate but Falcon is unable to get in touch with me?
A Falcon representative will try to contact you at the phone number listed on file and will leave a voice message, if possible, requesting a return phone call. Depending on the nature of the transaction(s) in question, a block may be placed on your card until such time as the transaction(s) can be verified. If this should occur, contact the Falcon Fraud Center at 866.272.4481 to verify the transaction(s) and unblock your card.
What happens if I travel somewhere new or need to make a large purchase that does not fit within the pattern of my normal activity?
Travel and large purchases do not necessarily indicate a suspicious or unusual spending pattern. There are numerous factors used to determine potential fraudulent transactions. If your card is blocked, contact the Falcon Fraud Center at 866.272.4481 to verify the transaction(s) and unblock your card. (If you are travelling overseas, download the list of toll-free numbers for dozens of countries (PDF).)
What will Falcon ask if they contact me?
A Falcon representative will seek to verify your identity prior to discussing transaction information with you. You will be asked to enter your entire card number, prior to discussing transactions with a representative. In an effort to verify your identity, they will ask for partial personal information to include: Social Security Number (SSN) or Taxpayer Identification Number (TIN), birth date, and address. An Example: A Falcon representative will ask you to verify the middle two digits of your Social Security Number.
What steps can I take to protect my account?
TwinStar Credit Union encourages all members to monitor and identify any unauthorized activity on their accounts on a regular basis. Cardholders can review card activity online at www.twinstarcu.com.
What can I expect from Falcon?
Individuals calling from Falcon will identify themselves as calling on behalf of TwinStar Credit Union and will call only when there is suspicious or unusual activity on your debit or credit card. When they are unable to reach you, they will leave their phone number, 866.272.4481 and a short message. Please note that they will be unable to provide other TwinStar Credit Union services to you.