Fraud Policy

Know the Signs

UFCU will never request your account number, password or other personal information by unsolicited phone or email.

If you receive an unsolicited phone call from someone claiming to be a UFCU representative or claiming to be calling on our behalf, do not give out any of your account or personal information. Instead, hang up and contact us.

If you receive an unsolicited email that appears to have come from UFCU, do not respond to it. Instead, please save the email for our reference and contact us immediately.

Filing a Fraud Case

If you have detected a fraudulent transaction on your statement, we are here to help. Contact us within 60 days of the transaction at (866) 928-5450, option 4, to file a fraud case.

A provisional credit will be added to your account within 1-2 business days of filing your case. We will also reach out to the relevant merchant to give them a chance to respond, in accordance with VISA® regulations. Should the merchant fail to respond within 45 days, we will act on your behalf, ensuring you receive the necessary credit.

In the event the merchant does respond, you will receive their documentation via the United States Postal Service (USPS), as required by Regulation E. You will need to review it and send a written response to Visa, which you can do via USPS or by fax at (303) 389-7327. Neglecting to do so will result in the reversal of the provisional credit.

Rest assured you will receive documentation via USPS before any additional credit or debit adjustments are made to your account, including when your credit is final, if applicable. (Please note the provisional credit may be reversed at any time if our investigation reveals your participation in the transaction; it is important you give this detail when filing your case, if applicable, so that we may best position your case at onset.)

After Reporting Fraud on Your Card

• Your new card will arrive by mail within 7-10 business days, or you can get one instantly at any of our branches.
• Call (512) 467-8080 for any card-related changes or address changes, if applicable. You also can contact Visa Debit Processing Services (DPS) 24/7 throughout the dispute process at (866) 928-5450.
• Remember to update your new card information with recurring billing merchants.

Help Avoid Scams

Your security is our priority. Remember, we will never ask you to provide your PIN, expiration date, or CVV (the last 3 digits on the back of your card). If you receive a call, text, or email requesting this information or anything that raises suspicion, please refrain from engaging and call us at (512) 467-8080. We’re here to help.

The information provided on this website does not, and is not intended to, constitute legal advice; instead, all information, content, and materials available on this site are for general informational purposes only.