Handling Debit Card, ATM, & Point-of-Sale Fraud

First Things FirstYou have noticed fraudulent transactions involving your Debit Card, ATM, or Point-of-Sale (POS). You should contact us immediately to have your

Debit Card closed to avoid further fraudulent transactions.

Please call us at 770.448.8200 Ext. 2392 for Debit Card Fraud Statements and ATM/POS Card Fraud Statements.

Actions We Need To Take• Debit Card involved will be closed immediately.

• If you suspect Visa Credit Card fraud, call us at 770.448.8200 Ext. 2391.

Getting StartedTo file your fraud case we need the following:

For Debit Card Fraud

• Complete Debit Card Fraud Statement Form (see form ACU 9937.2). Make copies of this form and complete one form for each dispute on

your account.

• Debit Card Application (see form ACU 4507).

For ATM or Point-of-Sale (POS) Fraud

• Complete ATM/POS Fraud Statement. (see form ACU 9937.3).

• If multiple transactions are involved, list transactions on the Unauthorized Transaction Form (see form ACU 9937.4).

• Complete Personal Statement (see form ACU 9937.5).

• Debit Card Application (see form ACU 4507).

We suggest that you complete the Cardholder Dispute Form (see form ACU 9937.4) for both Debit Card Fraud (Signature Based) and ATM or

Point-of-Sale (POS) Fraud. If a copy of your police report is available please include it.

Fax or MailYou may fax copies to the Fraud Department:

• 770.448.1248

Be sure to also mail the originals to us.

• Mail to:

Associated Credit Union

Attn: Fraud Department

6251 Crooked Creek Road

Norcross, Georgia 30092-3107

You can also submit Fraud Statements via Secure Support, our secure e-mail service within Online Banking.

Wrap It Up• Be sure to provide us with as much detail as possible.

• Complete and submit all the required forms.

• Be prompt. This can be a lengthy process with very strict guidelines and deadlines. Help us meet them.

• If you should need help in completing these documents just give us a call at 770.448.8200 Ext. 2392.

If a false Debit Card, ATM, or Point-of-Sale complaint is made to ACU, we may charge a fee of $25 per hour for the research process.

We also reserve the right to close the Debit Card and/or account associated with the fraudulent claim.

Final NoteYou will be contacted by mail or e-mail once your case is resolved.

ACU 9937.1 (Rev 11/14)

Debit Card Fraud Statement (Use this form for Debit Card “Signature” transactions only)

Make copies of this form and complete ONE for each fraudulent transaction on your account.

Please be aware that the card will be closed (if it is still open) before we begin the case process. Today’s Date: _________________________________________

Member Name: _________________________________________

Member Address: _________________________________________

_________________________________________

Phone Number: _________________________________________

Debit Card Number: _________________________________________

Merchant Name: _________________________________________

Merchant Address: _________________________________________

_________________________________________

Transaction Amount: _________________

Date of Transaction: _________________

Explain in detail the circumstances surrounding the transaction: ______________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________ (if more space is needed, please attach separate piece of paper) Did you authorize or participate in the transaction? qYes qNo Did ACU contact you by qmail or qtelephone concerning possible fraud activity with your Debit Card? qYes qNo Did you allow anyone to use your Debit Card? qYes qNo IF YES: Please explain the circumstances:_______________________________________________________________

_________________________________________________________________________________________________

_________________________________________________________________________________________________

Did you have possession of the Debit Card on the date of the alleged fraudulent transaction? qYes qNo IF NO: The Debit Card reported as: qNever Received qLost qStolen qReturned to ACU Date the Debit Card status was reported: _________________

Did you receive any texts or e-mails asking for your card number, expiration date, etc.? qYes qNo IF YES: Did you respond with any sensitive information?____________________________________________________

_________________________________________________________________________________________________

If a false Debit Card, ATM, or Point-of-Sale complaint is made to ACU, we may charge a fee of $25 per hour for the research process. We also reserve the right to close the Debit Card and/or account associated with the fraudulent claim. Cardholder Signature: _________________________________________ ACU 9937.2 (Rev. 11/14)

Cardholder Dispute Form Fraudulent Use of a Credit Card or Debit Card

Cardholder InformationCardholder Name Home Phone

( ) Work Phone ( )

Mailing Address Street City State Zip

I Requested the Card: YesNo

Card Number Number of Cards Issued

Type of Card: Credit Card

Debit Card

At the Time of the Fraudulent Transactions, myCard w County ___________________

Precint ___________________Case No. _________________

as: In My Possession Lost

Never Received Stolen

Was law enforcement notified?Yes

No

Date Cardholder Discovered Loss Date Cardholder Reported Loss to Credit Unionor Processor

Date of First Fraudulent Transaction

• I complete this Cardholder Dispute Form for the purpose of establishing the fraudulent use of my Credit Card orDebit Card).

• I did not give, sell, or trade my card(s) to anyone nor did I give anyone permission to use my card(s).• I have no knowledge that my spouse or minor child(ren) made any transaction(s) on or after the date of the first

fraudulent transaction indicated below.• I did not receive any benefit from the unauthorized use of my Credit Card or Debit Card.• I did not use my card nor authorize the use of my card by anyone else after I discovered the unauthorized use of my

card.• I have examined all of the unauthorized transactions and in each instance I did not originate the transaction nor

authorize it.• Further, I did not receive proceeds or benefits from any of those transactions.

Total amount of unauthorized transactions (itemized on the back of this page or on an attached page: $

Name and Address of Unauthorized User (if known)

Please provide details (if necessary) on a separate sheet.

Signatures

I give my consent to the credit union to release any information regarding my card and/or card account to any local, state,and/or federal law enforcement agency so that the information can, if necessary, be used in the investigation and/orprosecution of any person(s) who may be responsible for fraud involving my card and/or card account. I swear thisCardholder Dispute Form is true and understand that making a false sworn statement is subject to federal and/or statestatutes and may be punishable by fines and/or imprisonment.

Member’s Signature Date

ACU 9937.4 (11/14)

ACU 9937.4 (11/14)

Unauthorized TransactionsDate of Transaction $ Amount of Transaction Merchant Name

Total $ of Unauthorized Transactions:

$

Card Type Requested: qDebit Card

q Replacement Card For Lost Card ($5 fee).

q Replacement Card For Stolen Card.

q Reissue For Damaged Card (Current Card Will Deactivate

When New Card Is Ordered).

q I Have Changed Names And Request A New Card.

CardNumber

CardRecord Date

ACU 4507 (10/14)

Debit Card Application