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Knowledge Base Articles

  • What to do if Visa Fraud Prevention Services calls you or blocks your card

    Visa Fraud Prevention Services blocked my card and my purchase was declined. What should I do?

    Visa Fraud Prevention Services monitors member activity to determine unusual, potentially fraudulent activity.

    Before blocking a card, Visa Fraud Prevention Services may attempt to phone you on your cell phone or home phone as provided to Delta Community Credit Union. Therefore, it is very important for you to keep contact information regularly updated with the Credit Union.

    If a temporary block is placed on a card causing valid transactions to be denied Visa Fraud Prevention Services (24/7) will contact you to begin the process of confirming activity or verifying fraudulent transactions and closing the Visa Fraud case.

    If you are traveling internationally and receive a call from Visa Fraud Prevention Services and are unable to reach them at the number above, we have a list of Visa international toll-free numbers. When you contact the Visa call center, you will need to notify them you were contacted by Visa Fraud Prevention Services regarding suspected fraudulent activity.

    If you are traveling and are unable to contact us by phone, you may log into Online Banking and submit a request within Secure Email under Additional Services from within Online Banking to confirm the activity in question. Within the message you will need to confirm whether all pending and posted charges as of today on the account are valid. We will provide the appropriate steps to complete the process in our response. Be advised it may take Visa 2-3 hours to update the system.

  • Short Message Service (SMS) Credit and Debit Fraud Alerts

    Short Message Service (SMS) Credit and Debit Card Fraud Alerts

    Fraud text alerts can be sent directly to your mobile phone if unusual activity appears on your Delta Community Visa® Debit or Credit Card.

    Here is some key information you will need to know:

    • Messaging frequency depends on account activity
    • Text the following SMS commands to 23618:
      • HELP - For help or more information
      • STOP – To cancel fraud text messaging services at any time. Or, you can reply STOP to any text fraud alert you receive.

    For Fraud Alerts support, call 800-544-3328. This service is free from Delta Community; however message and data rates may apply from your mobile carrier.

    Release of Liability: Alerts sent via SMS may not be delivered to you if your phone is not in the range of a transmission site, or if sufficient network capacity is not available at a particular time. Even within coverage, factors beyond the control of any carrier may interfere with messages delivery for which the carrier is not responsible. No carrier will guarantee that alerts will be delivered.

    View the Delta Community Privacy Policy and Opt-Out Notification for more information. If you have any additional questions, call 800-544-3328.

  • Credit reporting & check fraud agencies

    How can I contact the credit reporting agencies and check fraud agencies?

    Credit Reporting Agencies:

    • Equifax 1-800-685-1111 Fraud Reporting: 1-800-525-6285

      PO Box 740256, Atlanta, GA 30374-0256

    • Experian (formerly TRW) 1-888-397-3742

      PO Box 1017, Allen, TX 75013

    • TransUnion 1-800-888-4213 / 1-800-680-7289 / 1-800-916-8800

      PO Box 2000, Chester, PA 19022

    Check Fraud Agencies:


  • ATM Fraud

    I am seeing ATM transactions on my account that are fraudulent. Do I need to file a police report?

    You may block your card within Online Banking by selecting Card Management under the Additional Services tab. You can also order a replacement card here.

    To report the fraudulent charges, contact Delta Community CU as soon as possible at 1-800-544-3328 or 404-715-4725 to block the card and obtain the paperwork that is needed for reporting the unauthorized activity. The fraud analyst will determine if you need to obtain a police report after reviewing your paperwork.

  • Process to have unauthorized charges removed

    I have unauthorized charges on my account. How do I refuse the charges or get them removed?

    We first have to determine whether the charges are a dispute and are fraudulent. "Participation" is the key to determining whether a transaction is a dispute or is fraudulent.


    A dispute occurs when a member or cardholder has cancelled services previously authorized but charges continue from the merchant or has attempted to make or made (participation) a transaction with a merchant, and the member is dissatisfied with the outcome of the transaction. There may be a quality of service issue:

    • A product returned without a credit to the debit or credit card
    • A failure of the merchant to cancel a recurring charge after a member notifies the merchant to stop the transactions
    • Failure of the merchant to provide a product or service, etc.

    In each of these situations, the member has participated willingly in the transaction.

    If the charges are recurring, according to Visa U.S.A. Operating Regulations, it is the cardholder's responsibility to provide written cancellation to the merchant. If the merchant continues to charge the cardholder's account after the cancellation notice or refuses to resolve the current charges, the cardholder may then initiate Visa dispute rights with Delta Community.

    Please contact the merchant to advise them of your wish to cancel recurring charges and resolve current charges by:

    • Calling them at the number listed for this merchant
    • Faxing a letter to them if you have their fax number
    • Sending an email notice to their customer CO-OP Shared Branch
    • Sending a letter to their mailing address

    The merchant should provide you with a cancellation number, so please keep this number and make it available if needed. If the merchant continues to bill for recurring charges after your cancellation notice, or if you are unable to locate contact information for the merchant, we will be glad to assist you to the extent possible for subsequent charges to your account by disputing these charges.

    How to dispute transactions and receive temporary credit


    Fraud occurs when the member or cardholder did NOT participate in a transaction with a merchant, and an unauthorized authorization and/or unrecognizable transaction occurs. For example, a card is lost or stolen and someone uses the card for a fraudulent transaction. Or a member lives in Montana and finds transactions from Malaysia or Brazil on his account, and the member has never been out of the country.

    Information about reporting fraud.


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