Lost or Stolen Card
Noooooooo! We’re sorry this happened, we’re here to help. There are a few ways to go about reporting a lost or stolen card and fraudulent activity. Please follow the steps below according to your need.
Step 1. Block your Debit or Credit card using card controls immediately
Available only on your mobile app. Turn your debit and/or credit card ON and OFF from your smartphone. Check transactions and immediately contact the fraud department from one spot. Find your Card Controls in our Mobile app in the More menu – under Manage My Cards.
Step 2. Contact us
Fraud Direct 310-374-3436 at greeting message enter 14
Additional ways to contact us
Lost or Stolen -Debit and Credit Card
310-374-3436 option 3 during business hours
800-528-2273 after hours/toll-free
812-647-9794 (international only)
Blocked card -Debit and Credit Card (OmniShield/Member Security)
If your card has been blocked by our security
dept please call 800-889-5280
Step 3. Follow up
Ordering a debit card
If you reported your card lost or stolen after hours you will need to request a replacement. Your new card will arrive in 3-5 business days to the address on your account. In most cases, you will not be charged for a replacement but you will need to approve the charge agreement on the form to proceed.
Filing a fraud dispute (if fraudulent transaction occurred)
Dispute forms will need to be submitted for all fraudulent activity reports filed. We recommend that you include any receipts or proof of fraud such as the time, and your location during the charges. The more information provided the quicker we can stop the fraudsters and restore your account.
- Debit Card Fraudulent Activity and Dispute Form
- Credit Card Fraudulent Activity and Dispute Form
- ATM Dispute Form
- ACH or EFT Affidavit of Dispute
- Affidavit of Forgery
Frequently Asked Questions:
Q: Am I responsible for the fraudulent charges?
A: No, if the information provided shows that the transactions are indeed fraudulent then all charges and fee’s associated with the fraudulent transactions will be refunded to the account.
Q: How long does it take to get my money back?
A: Typically 7-10 business days after the paperwork has been completed but exceptions can be made case by case and depending on the dollar amount.
Q: Should I file a police report?
A: We will always recommend that you file a police report for all fraudulent activity but in some cases, it isn’t required. Contact your local police department for more information about filing a police report.
Q: Should I close my account?
A: Closing your account would only be necessary if there has been identity theft, in most cases we can shut off the source of the fraud and your account will be secure again but each fraud case is different.
Q: How long do I have to report suspected fraud on my account?
A: You have 30 days from the date of the transaction to file a dispute.
You can find a list of articles we find helpful in our Blog. Posts are happening as we hear about them so be sure to check back regularly for the newest scams and fraud alerts.