Lost or stolen Visa card

Please contact TwinStar Credit Union immediately if your Visa Credit, Debit or ATM Card is lost or stolen.

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 create a new card or order a replacement card for you.


Making a fraud or dispute claim

When you see unrecognized charges to your account it is important to first determine if your case is fraud or a dispute.

Start here for detailed instructions, including necessary forms for filing a card fraud or card dispute claim.


Card Fraud Protection

TwinStar Credit Union utilizes a fraud monitoring system to screen card activity 24 hours a day, 7 days a week. If suspicious or unusual activity occurs on your debit or credit card, a TwinStar Fraud Prevention Specialist will call you to confirm the transaction. 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 Fraud Prevention Specialist 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 we 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. You will be asked to file a card fraud claim.

What happens if the charge is legitimate but a TwinStar Fraud Prevention Specialist is unable to get in touch with me?
A Fraud Prevention Specialist 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 TwinStar Fraud Prevention Services 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 TwinStar Fraud Prevention Services 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 TwinStar Fraud Prevention Services ask if they contact me?
A fraud specialist will seek to verify your identity prior to discussing transaction information with you.

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. You can review card activity in online banking or on a mobile banking app. For complete control over when and where your card can be used, download the Card Manager mobile app and register your TwinStar cards.

What can I expect from TwinStar Fraud Prevention Services?
Individuals calling from TwinStar Fraud Prevention Services 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 and a short message. Please note that they will be unable to provide other TwinStar Credit Union services to you.