Card Services

Lost or Stolen Debit Cards

During TCU Hours: If your TCU Visa Debit Card has been lost or stolen, please call us at 1-800-370-1939 to freeze or cancel your card.

After Hours: If your TCU Visa Debit Card has been lost or stolen, please call our MTS system at 1-800-370-2255 to freeze or cancel your card. Your access code will the last four digits of your social security number unless you have designated a different number as your access code.

After Hours: If your card has been blocked without your knowledge, or to report fraudulent activity on your debit card, please call 1-888-241-2440.

Lost or Stolen Credit Cards

During TCU Hours: If your TCU Visa Credit Card has been lost or stolen, please call us at 1-800-370-1939 to freeze or cancel your card.

After Hours: If your TCU Visa Credit Card has been lost or stolen, please call Visa directly at at 1-800-847-2911, or call one of Visa’s global toll-free numbers. A Visa representative will work with you to notify the appropriate parties and replace your card.

Traveling? Let us know!

For your security, Tremont Credit Union monitors all activity on your credit or debit card, and is alerted if something seems suspicious or fraudulent. If we see activity in an unfamiliar location without being notified of your travel plans, we may put a temporary block on your credit or debit card to protect you from fraud. Before your trip, be sure to let TCU know the following information:

  • The dates you plan to travel
  • Where you’ll be traveling
  • The best way to contact you while you’re traveling

 Contact Us

Blocked Card Notifications

If you experience a block on your card, you may be contacted by a third-party TCU partner to verify your recent purchases.

Our card monitoring partner will identify themselves as “Card Member Security.” They will never ask for your expiration date or CVV (security) code.

If the member is reached by an automated system

They will:

  • Confirm the individual is the cardholder.
  • Verify the last four digits of the primary member’s Social Security number, the members date of birth or the members zip code

They may:

  • Ask for the last four digits of your card number.
  • Ask to verify the amount of your last transaction or payment.

When the cardholder’s identity is confirmed, they are then prompted to confirm the reported transaction(s) as legitimate or suspect by using their telephone keypad to respond. The cardholder is presented up to five transactions if available on the fraud alert. If the cardholder indicates that they do not recognize any of the reported transactions, the call is automatically routed to a Fraud Analyst for further action. If all transactions are acknowledged as legitimate, the call is completed and the fraud alert will be updated appropriately as No Fraud.

If the IVR reaches an answering machine or voicemail system, the following message is left for the cardholder:

Hello. This message is for (cardholder name). We are calling on behalf of (CU name) from the Card Member Security Department regarding case #______. We would like to verify recent activity on your debit card. Please call us at (***)***-****. We are available 24 hours a day, seven days a week. Again the telephone number is (***)***-****. When calling back, please be sure to reference case #______. Thank you for your time and for being a member of (CU name).

If transactions appear to be out of the country, the following message will be left.

Hello. This message is for (cardholder name). We are calling on behalf of (CU name) from the Card Member Security Department regarding case #______. We would like to verify recent activity on your debit card. Please call us at (***)***-****. If you need to reach us collect, the number is (***)***-**** We are available 24 hours a day, seven days a week. Again the telephone number is (***)***-****. If you need to reach us collect, the number is (***)***-**** When calling back, please be sure to reference case #______. Thank you for your time and for being a member of (CU name).

 

If you are reached by a live fraud analyst, the analyst will ask to speak to the cardholder in questioned. They will only ask for the members full name and no other piece of verification will be asked. They will identify themselves with their first name and “calling on behalf of (CU Name) on a recorded line.” The Fraud Analyst would need to verify the most recent transactions in questioned and confirm Legit or Fraud in order to reinstate the card or place a permanent block.

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