FRAUD AND SECURITY CENTER

We're dedicated to your safety and security.

Learn how to safeguard your information and how to report fraud.

What type of card has been impacted?

Woman using credit card on laptop

What has happened to your card?

Woman using credit card on laptop

Do you need help inside or outside the U.S.?

Woman using credit card on laptop
Woman using credit card on laptop
Woman using credit card on laptop

Reporting your debit card lost or stolen

Reporting your credit card lost or stolen

Reporting your gift card lost or stolen

Reporting fraud on your debit card

Reporting fraud on your credit card

Reporting fraud on your gift card

How to report

  • Give us a call: during business hours Mon - Thurs: 9 AM to 5 PM
    Fri: 9 AM to 6 PM
    Sat: 9 AM to 1 PM
    , call 800-323-2611; after business hours, call 800-472-3272
  • Give us a call: during business hours Mon - Thurs: 9 AM to 5 PM
    Fri: 9 AM to 6 PM
    Sat: 9 AM to 1 PM
    , call 800-323-2611; after business hours, call 855-341-4650
  • Report Online: log into Online Banking, select your Visa credit card, click the Manage tab, choose Report Lost or Stolen Card, and follow the instructions.

-OR-

  • Give us a call: during business hours Mon - Thurs: 9 AM to 5 PM
    Fri: 9 AM to 6 PM
    Sat: 9 AM to 1 PM
    , call 800-323-2611; after business hours, call 855-341-4650
  • Report Online: log into Online Banking, select your Visa credit card, click the Manage tab, choose Report Lost or Stolen Card, and follow the instructions.

-OR-

  • Call Visa directly: call Visa Credit Card International at VISA911.
  • Give us a call: during business hours Mon - Thurs: 9 AM to 5 PM
    Fri: 9 AM to 6 PM
    Sat: 9 AM to 1 PM
    , call 800-323-2611; after business hours, call 855-341-4650
  • Call Visa Credit Card International at VISA911.

What happens next?

  1. Upon speaking with a team member, your card will be immediately closed.
  2. We will mail you a new card which will arrive via USPS within 7-10 business days. We can also FedEx you a new card (a rush fee may be included). If you are near a branch office, you can also stop by to receive a new card.

Upon speaking with a team member, we can refund the balance of your Visa Gift Card back to your Credit Union account.

  1. Upon speaking with a team member, your card will be immediately closed.
  2. We will mail you a new card which will arrive via USPS within 7-10 business days. We can also FedEx you a new card (a rush fee may be included). If you are near a branch office, you can also stop by to receive a new card.
  3. Meanwhile, we will give you a temporary credit. We won't include that amount in your payment due and won't charge you interest on it. Once the investigation is done, we'll reach out to let you know if the credit can be permanent. A fraud investigation can take up to 120 days to complete.
  4. You’ll be notified via letter once the investigation is closed. You may be contacted for more information, if needed.
  1. Upon notifying us or Visa, your card will be immediately closed.
  2. We will mail you a new card which will arrive via USPS within 7-10 business days. We can also FedEx you a new card (a rush fee may be included). If you are near a branch office, you can also stop by to receive a new card.
  3. Your account balances will be automatically transferred to your new card, however upon logging into Online or Mobile Banking, you may see the old card number along with your new card number as the account is being transitioned.
  1. Upon notifying us or Visa, your card will be immediately closed.
  2. We will mail you a new card which will arrive via USPS within 7-10 business days. We can also FedEx you a new card (a rush fee may be included). If you are near a branch office, you can also stop by to receive a new card.
  3. Your account balances will be automatically transferred to your new card, however upon logging into Online or Mobile Banking, you may see the old card number along with your new card number as the account is being transitioned.
  4. Meanwhile, we will give you a temporary credit. We won't include that amount in your payment due and won't charge you interest on it. Once the investigation is done, we'll reach out to let you know if the credit can be permanent. A fraud investigation can take up to 120 days to complete.
  5. You’ll be notified via letter once the investigation is closed. You may be contacted for more information, if needed.
  1. Upon notifying Metabank of the fraud, your Visa Gift Card will be closed. It may take up to 10 days to process your request and there is a $9.95 replacement fee.
  2. We will mail you a new card which will arrive via USPS within 7-10 business days. We can also FedEx you a new card (a rush fee may be included). If you are near a branch office, you can also stop by to receive a new card.

Remember: Once you receive your card, update any recurring payments or automatic debits.

Card Activation

 

For your security, activate your credit and debit cards as soon as you receive them by calling:

Credit Cards: 1-888-691-8661

Debit Cards: 1-866-985-2273

How We Protect You

The highest level of encryption

Whether you access your accounts in Online Banking or the Mobile Banking App, feel secure that your information is encrypted to the highest degree: 256-Bit TSL/SSL encryption and 128-Bit SSL encryption.

Multi-factor authentication

When you sign in to Online Banking for the first time or when your device is not recognized, we employ multi-factor security authentication by sending you a one-time verification code by phone or text message. Once you receive the identification code, you can securely log in to your account.

Secure Mobile Biometrics

Use your fingerprint on Android or Apple devices, Face ID on Apple, or use your preferred password vault to securely log in. 

Protected if your device is lost or stolen

Your secure account information (such as account number, etc.) is not stored on the Mobile Banking App, so you don’t have to worry if your phone is lost or stolen.

Visa’s Zero Liability

With Visa’s Zero Liability Policy, your liability for eligible unauthorized transactions is $0. 

Enhanced Fraud Protection

With Enhanced Fraud Protection, you’ll receive text messages¹skip to disclosure, emails, and/or phone alerts if potentially suspicious activity occurs. DuPage Credit Union will never ask you for your card number, PINs, CVV/CV2 codes, expiration dates, or other personal information via text message. Learn more.  

Purchase Alerts

Track your Visa credit card purchases with Visa Purchase Alerts by receiving a text¹skip to disclosure or email when your credit card is used. Learn how to set up alerts.

How to Protect Yourself

Control when, where, and how your debit card is used with the Card Controls app. Turn your card off if it’s lost or stolen, get alerts, set spending limits, and more. Learn more.

Activate your credit and debit cards as soon as you receive them.

For your security, please activate your card by calling the number on the activation sticker on the letter you received in the mail. You can also activate your credit card by logging into Online Banking, selecting your card type, and following the prompts provided.

Shred or tear up any credit card applications or documents that have your card information.

Then, sign up for paperless statements to protect yourself from mail theft.

Never respond to emails, texts, or phone calls that request your personal information.

Remember: DuPage Credit Union will never contact you by unsolicited phone call, email, or text and ask for your account number; credit or debit card number; your PIN, CVV/CV2 or expiration date; your Online Banking User ID; your password; or other sensitive information. If you receive an email asking for any of these, it is most likely a scam. If you’re unsure, do not click on any links or open any attachments. Contact us immediately.

Set up travel notifications

Traveling out of state or abroad? In order to avoid possible interrupted service to your credit and/or debit card(s), let us know about your travels.

Set up Visa Purchase Alerts for your credit card

Track your Visa credit card purchases with Visa Purchase Alerts by receiving a text¹skip to disclosure or email when your credit card is used. Learn how to set up alerts.

Gift Card Scams

Beware of any person claiming to be associated with a business or organization (such as the IRS, Amazon, Apple, etc.) that requests a refund or payment by gift card. Legitimate businesses will not ask you to purchase gift cards or provide gift card numbers as payment or a method of correcting a refund. If you are asked to purchase gift cards, especially in large dollar amounts, hang up and contact us and your local authorities.

Keep your contact information up to date and secure.

Conveniently add alerts to your account(s) and update your profile by simply signing into Online Banking, and then clicking Settings in the upper right.

Create strong, unique passwords.

Create passwords (the longer the better) that include a combination of numbers, symbols and upper- and lowercase letters. Learn more about creating strong passwords.

Be careful on social media.

Don’t post personal information to your profile like your birthdate, city of birth or mother’s maiden name.

Keep your devices updated with the latest operating systems, software, and patches.

Protect yourself from mail theft by signing up for paperless Online Statements. If you choose to receive mailed statements, be sure to follow these guidelines by the United States Postal Inspection Service. In addition, shred all documents that contain personal information.

Check your credit reports at least once per year at AnnualCreditReport.com. (Note: Due to COVID-19, the three major credit bureaus are now offering free weekly online reports through April 2021) Or, request the reports directly from each agency:

Equifax: 1-800-525-6285
Experian: 1-888-397-3742
TransUnion: 1-800-680-7289

Phishing is when criminals pretend to be representatives of legitimate businesses in order to induce individuals to reveal personal or account information such as passwords or credit card numbers. No matter how you are contacted, phishing scams have one thing in common: They create a sense of urgency to get you to respond with information they, as a legitimate organization, should already have.

Remember: DuPage Credit Union will never contact you by unsolicited phone call, email, or text and ask for your member number; credit or debit card number; your PIN, CVV/CV2 or expiration date; your Online Banking User ID; your password; or other sensitive information. If you receive an email asking for any of these, it is most likely a scam. If you’re unsure, do not click on any links or open any attachments. Contact us immediately.

With the increasing number of phishing scams and fraudulent messages being sent via email, text, and via phone calls, it’s important to know how to spot them:

Phishing Emails

Phishing emails are designed to look like they are coming from either an organization or a person within that organization. These emails imply urgency and sometimes have misspellings and poor grammar. They may ask you to click a malicious link or open an attachment. Here are some of the most common email phishing tactics to look out for:

  • Ask you to provide or confirm personal information
  • State there’s an issue with your account or payment
  • Request confirmation for a contest or to obtain winnings
  • Request action under threat of cancelling insurance or accounts
  • Provide or confirm bills or invoices
  • Ask you to complete an application for products or services

Text SMS Phishing (Smishing)

Criminals in possession of card details and other forms of personally identifiable information try to spoof bank phone numbers in an effort to fool you into thinking that text messages are actually from the fraud department. Criminals may send text messages pretending to need to validate recent card activity. Similar to emails, they may include hyperlinks and ask that you change or provide contact information by clicking that link or texting back.

With DuPage Credit Union’s Enhanced Fraud Protection, you’ll receive text messages, emails, and/or phone alerts when potentially suspicious activity occurs on your credit or debit card. Below is a summary of what SMS/text information from DuPage Credit Union will and will not include:

SMS/Text will include:

  • DuPage Credit Union abbreviated name
  • Last 4 of Card #
  • $ Amount in question (with dollar sign)
  • Merchant Name
  • Reply Options:  YES, NO, STOP (to opt out)

SMS/Text will NOT include:

  • Requests for cardholder data, such as card numbers, PINs, CVV/CV2 Codes, Expiration Dates
  • Vague reference of “Merchant”  transaction details
  • Hyperlinks to unknown websites
  • Phone numbers as hyperlinks

Remember: Never provide personal information in response to SMS text messages and phone calls purportedly from the Credit Union. Legitimate requests to validate card activity will request a simple response of YES or NO. They will not include hyperlinks to other websites or ask for any personal info. If you are ever in doubt, contact us directly.

Phone/Voice Phishing (Vishing)

Telephone phishing attempts may come from real people or robocalls. They may even threaten jail time or lawsuits if you don’t take action and provide information or pay them.

Fraudsters may pose as employees in order to obtain One Time Passcodes (OTP). While on the phone with a member, the fraudster logs into an online banking site. When the One Time Passcode is sent to the member’s phone, the fraudster then asks the member to provide the passcode as a means to validate. When the information is shared with the person the member believes is an employee, the fraudster uses the passcode to finalize access to online banking, which is typically followed by changing the online banking password and transferring funds from member accounts.

Coronavirus Scams

Increasingly, criminals are using COVID-19 as a means to take advantage of people via charity scams, fake checks from the government, and testing scams. For a list of the latest coronavirus scams and banking scams, visit the US Government’s Common Scams and Frauds webpage.

Before you sign in, make sure you’re on the authentic dupagecu.com website by checking your browser address bar to see if it has a lock icon. Whichever browser you use, you should be able to click on the lock icon and see “Connection secure.”

Report Fraud, Lost, or Stolen Cards

Debit and credit card fraud can happen to anyone at anytime. The good news is with Visa’s Zero Liability Policy, your liability for eligible unauthorized transactions is $0. You’re protected if your Visa credit or debit card is lost, stolen or has unauthorized use, online or offline.

If you detect suspicious or fraudulent activity on your debit or credit card, or if your card has been lost or stolen, please call us immediately.

Debit Card

During business hours: 1-800-323-2611
After business hours: 1-866-563-4011

You can also report your debit card lost or stolen in the Card Controls app:

1. From the transaction screen, tap the “Lost or Stolen” icon on the bottom right.
2. Follow the prompts to complete the report.
3. Upon submission, your card will be inactive and a new card will be mailed to you.

Credit Card
During business hours: 1-800-323-2611
After business hours: 1-855-341-4650
International: Dial VISA911

You can also report your credit card lost or stolen in Online Banking:

  1. Log into Online Banking at dupagecu.com
  2. Select your Visa credit card
  3. Click the Manage tab
  4. Choose Report Lost or Stolen Card, and follow the instructions.

Visa Gift and Prepaid Card
For general help during business hours: 1-800-323-2611
For fraud, lost, or stolen: 1-866-496-6183

1
  • Standard message and data rates may apply. Refer to your communications service provider.

return to top
phone icon 800-323-2611 message iconMessage Us branch locationsBranches & ATMs pay my loanPay My Loan calendar icon Schedule Appointment
Routing Number:
271990198