Disputes & Fraud

Reporting Lost/Stolen Cards

Lost/Stolen Debit Cards:

To report a lost or stolen debit card, contact 1-866-596-3059.
Verify your recent activity with the operator to file any unauthorized activity.

Upon reporting your debit card lost/stolen, your current card will be closed and a new one issued. Unless you PIN has been compromised, you will retain your old PIN with your new debit card. Debit card replacements usually arrive within 7-10 business days.
If any unauthorized activity did occur on your card, that will be reported and may take, in extreme cases, up to three months to be resolved, however a provisional credit may be offered.

Lost/Stolen MasterCards:

To report a lost or stolen MasterCard, contact 1-800-234-5354.
Verify your recent activity with the operator to file any unauthorized activity.

Upon reporting your MasterCard lost/stolen, your current MasterCard will be closed and a new one issued. MasterCard replacements usually arrive within 7-10 business days.
If any unauthorized activity did occur on your MasterCard, that will be reported and may take, in extreme cases, up to three months to be resolved, however a provisional credit may be offered.

Disputes & Fraud

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Fraud Prevention:

Capitol View utilizes a range of tools to prevent, anticipate, and identify potentially fraudulent activity, in order to protect member accounts. Here are a few tools to be familiar with:

  • Text Alerts
    • When a fraudulent transaction is suspected, members may receive a text message to confirm the activity is legitimate. The phone number these texts come from is 742926.
  • Fraud Monitoring Team
    • Our fraud monitoring team may call you to verify any unusual or suspected transactions. This may be an automated message or a live person. They will never ask you for your account number or social security number. If you are ever suspicious of a phone call claiming to represent the credit union please contact the credit union directly.
  • Travel Notifications
    • Travel can prompt false fraud alerts. It is recommended that you report any upcoming travel to the credit union at least a week in advance.

Checking, Savings, or Other Account:

Unauthorized account charges:
For example: If you had been paying for a policy, cancelled it, but are still being charged.
1.    Always attempt to resolve this type of issue with the company first. They will likely be able to resolve it faster than with a stop payment.
2.    If you cannot get help from the company, contact Capitol View to complete the ACH Stop Payment form. Stop payment fees may apply*.
*Click here to view our rate & fee schedule for current prices.

Fraudulent account charges:
For example: If you have a charge from an unknown individual/company with which you have never done business.
1.    Contact Capitol View at your earliest convenience during our normal business hours. Our staff will identify which transactions are fraudulent and begin the fraud recovery process.
2.    You may be asked to complete an affidavit confirming that you did not authorize the suspected transaction(s).
3.    If you suspect your identity has been stolen you will need to report that with local law enforcement along with the Social Security Administration.

Debit Card:

Unauthorized debit card transactions:
1.    Always check with a spouse or secondary cardholder first regarding suspicious transactions.
2.    If you identify unauthorized or fraudulent activity on your debit card call 866-596-3059 to report it.
3.    Once the transaction(s) have been reported your current card will be closed and a new one reissued. Unless you suspect your PIN was also compromised, you will retain your old PIN.
4.    In extreme cases, the fraud recovery processes can take up to three months, however you may be issued provisional credit for reported fraud.

Unauthorized ATM withdrawal(s):
1.    ATM transactions are considered highly secure due to the PIN requirement. If you have an ATM withdrawal that you suspect was made fraudulently you will need to file a report with your local police department.
2.    Reimbursement can only be given once a police report has been filed and a copy provided to the credit union.
3.    Contact Capitol View to have a replacement debit card ordered due to ATM fraud.

MasterCards:

Unauthorized MasterCard transactions:
1.    Always check with a spouse or secondary cardholder first regarding suspicious transactions.
2.    If you identify unauthorized or fraudulent activity on your MasterCard card call 800-234-5354 to report it.
3.    Once the transaction(s) have been reported your current card will be closed and a new one reissued.
4.    In extreme cases, the fraud recovery processes can take up to three months, however you may be issued provisional credit for reported fraud.