Debit Cards/Card Fraud/EMV
Below are some frequently asked questions and answers about Extra Credit Union’s Debit Cards, card fraud, and EMV.
GETTING A DEBIT CARD AND USEFUL CARD INFO
What is instant issuance and how do I get my card through that program?
Instant issuance is a new program at ECU that allows members to get a new or replacement Debit Card at Extra Credit Union without having to wait for their Debit Card to arrive in the mail. Cards are issued to members immediately when opening a new account, and the card is active and ready for use. Members can choose their own PIN immediately on the spot.
Lost/stolen cards can also be replaced at a branch location through this program for a $5 fee. This is based on the member’s preference on whether they’d like to receive their card immediately through this program or through a mail order. There is a slight difference in the look and feel of the card (please see below for details).
Are there any limitations for receiving a debit card through the instant issuance program?
Members must be present and have a valid ID to have a card issued to them at a branch. Regardless of their role, i.e. primary member or joint-member, individuals may not order cards for other signers/owners of an account.
Cards are only distributed to members by a Member Service Representative and may not be obtained by other staff members, such as those in the teller line or drive-thru.
Instant issuance does not replace reorder procedures for compromised cards. Please see below for related reissuance details.
I received my new card instantly at ECU, why does it look different than the card I previously received in the mail?
Cards issued in branch will have flat printed card information. Although cards appear different because our cards issued by mail are embossed, they work exactly the same as embossed cards and are your permanent card. In the future, all of Extra Credit Union’s cards will appear this way.
How do I activate a card?
You can activate a debit card by calling (800) 411-6390 or by visiting www.activatemycards.com.
How can I change/customize my PIN?
Once a card is activated, the PIN can be changed at any time by calling (877) 746-6746. You will be prompted to enter the full card number, the full Social Security Number of the card holder, and four-digit PIN of your choice. Please note: it may take up to 48 business hours for the PIN you assign to be activated as your current PIN.
I received my debit card through instant issuance. How do I activate my card and set/change a PIN?
Your card is active immediately upon receiving your card through instant issuance and there is nothing further you need to do. Please note, if you received your card through the mail, you will need to activate your card by calling
Members who receive their debit card through Extra Credit Union’s instant issuance program set their PIN at our branch upon receiving their card. If you need to reset your PIN, you may call (877) 746-6746. Please note: it may take up to 48 business hours for the PIN you assign to be activated as your current PIN.
What is the timeline on card orders?
The new card will arrive within 7-10 business days and comes in a plain white envelope. There is no Extra Credit Union Logo or printing on the outside of the envelope, and it is sometimes mistaken as junk mail and accidently thrown away. Please be on the lookout and open all mail until it arrives. The PIN is sent separately for security reasons. If you would prefer to set your own four-digit PIN, you can do so after the card arrives and is activated. To assign a custom PIN, call (877) 746-6746 where you will be prompted to enter the full card number, the full Social Security Number of the card holder, and a four-digit PIN of your choice. Please note: it may take up to 48 business hours for the PIN you assign to activate.
I don’t want to wait 7-10 days for my card, can I get it quicker?
Chances are, yes. Most members are eligible to receive their card through our instant issuance program, meaning you can visit a branch to get your active debit card on the spot. Some limitations related to compromised cards apply—please read below.
Reg-E: How does it work with my card?
If you have opted in to have your everyday debit and ATM withdrawals approved even if you do not have the funds available, you will be charged a $32 Courtesy Pay Fee per transaction. To opt in to this service, we require a signed authorization form.
Card holds: What are they and how do they impact balances? Where might you see a hold? This is also known as “pending” in eBanking or on the app.
When you use your debit card in a signature or “credit” based manner, the funds from that transaction are placed on hold and will show “pending”, but the transaction will not clear or “post” for 1-3 business days. This can make it difficult to keep track of the account balance if you use your debit card regularly. We encourage our debit card using members to keep a running ledger to avoid overdrawing their account.
When you use your debit card with a PIN, the transaction posts immediately, acting as a true debit where the funds clear or “post” immediately. We still encourage that members keep a running ledger.
DEBIT CARD FRAUD
How does fraud occur?
Criminals are very intelligent and can obtain your debit card information through various avenues including when you use your card for online purchases on unsecured website, ‘skimming’ devices installed on card reader terminals (i.e. pay at the pump for gas stations and even ATM machines), a dishonest employee who records your card number, and even data breaches from merchants (i.e. Target, Home Depot, etc.). Once they have the card number, criminals often ‘clone’ a duplicate card that can be used to make fraudulent purchases. Although we work closely with a fraud monitoring company, sometimes unauthorized transactions can still come through.
It is important that you review your account on a very regular basis and contact us if you notice any suspicious activity.
What do you do if your card is compromised?
If you notice transactions that were unauthorized as pending or that have already cleared your account, you need to contact Extra Credit Union during normal business hours and notify us of the activity.
We will be able to stop (terminate) the card that has been compromised, issue a replacement card, and provide you with the required Card Dispute Form to request a conditional credit of funds. This will refund your account with the funds that were taken from your account through the fraudulent transactions.
If you notice these transactions after normal business hours, you will need to contact 800-682-6075 to have the card stopped. Please note that you will still need to contact Extra Credit Union during normal business hours to have a replacement card ordered and to be provided with the required Card Dispute Form.
If you are contacted by fraud monitoring verify unauthorized transactions, you will need to make sure to contact Extra Credit Union as they cannot order a replacement card.
Although we try to provide a conditional credit for fraudulent transactions as quickly as possible, it may take up to 10 business days to be provided with a conditional credit after we receive the completed and signed Card Dispute Form.
My card was compromised, how do I get a new card?
Members will be notified by mail that their card has been compromised and a new card will be mailed to them via standard shipping.
How do I report a card as lost/stolen?
If you need to report your card as lost or stolen, and it is during normal business hours, contact Extra Credit Union at (586) 276-3000. If it is after normal business hours, call 800-682-6075. You may report your card as lost or stolen online at any time by visitingwww.reportmycards.com.
Members also may report their card as lost or stolen through Extra Credit Union’s eBanking App on their mobile device or tablet. Please note, reporting through this manner will only deactivate lost/stolen cards. Members must contact ECU during business hours to choose a reissue method, i.e. instant issuance or via mail.
SAFETY AND SECURITY
What is an EMV-chip card?
A chip or EMV card is a card with chip-based technology featuring an embedded microchip to provide enhanced security and protection against fraud. The microchip provides unique information for your card as each transaction is being performed and used at a chip-enabled terminal. Chip cards look almost exactly like old credit cards, with the exception of flat printing and this special microchip to keep your information and account better protected.
How are EMV cards more secure than traditional magnetic stripe cards?
The information contained in a magnetic stripe does not change. If someone accessed the information on a magnetic stripe, that person could use the information over and over again. EMV chips, however, generate a unique transaction code each time they’re used. This code can’t be used again, so hackers get very little value out of stealing information from the EMV chips.
Will this new chip card prevent fraud on my card?
The chip card will not prevent all card-related fraud, but is designed to enhance the security of fraud protection. These cards are embedded with a chip that provides enhanced security when used at a chip-enabled terminal, providing unique information for each transaction. This changing information provides added security by making the card harder to duplicate.
EMV CARD USE
How do I use an EMV card?
Instead of swiping your card, you’ll insert the card, facing up, into a slot toward the bottom of the card processing device. Keep your card in the slot and provide your signature when prompted. Wait for the transaction to process and the terminal to indicate the transaction is complete before removing your card. In most cases, the instructions will be right there on the screen and the retailers will be trained in the technology, so they’ll be able to assist you.
Will I have to sign or enter a PIN for my transaction?
The answer depends on each merchant and how they process transactions. Some merchants require you to enter a PIN and others do not.
What if a merchant doesn’t have EMV technology?
No worries—your card has both the EMV chip and the traditional magnetic stripe. This way, you’ll be able to use your card at any retailer that accepts MasterCard credit cards by simply swiping your card the traditional way. Most large retailers will have EMV card readers, but some small businesses may still use magnetic stripe readers for some time. Eventually, chip technology will be a standard at all merchants.
RECEIVING AND ACTIVATING MY CARD
When will I receive my card?
You can expect to receive your card toward the end of September/beginning of October. If you still haven’t received your new card by Oct. 5, please call us at (586) 276-3000.
Why does my EMV card look different?
The information on your new card is printed flat, per industry standards. Your previous card had raised numbers.
How do I activate my card?
Upon receiving your card, you may activate the card by calling the number on the sticker on the front of your card. Your new card must be activated by November 1, 2016, as your old card will be deactivated and will no longer be able to be used after this date.
Will my personal identification number (PIN) change?
No, your PIN will not change. It will remain the same as it was with your old card.
Will I have to reset up pre-authorized transactions with my new card information?
Yes, these will need to be reset up as the CVC code and expiration date will change on your new card.