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Fraud and Identity Theft

City & County Credit Union is committed to helping you defend yourself from fraud and identity theft. The following information will help you prevent fraud and recover from it if you are a victim. Visit our Fraud Center FAQ for additional information and help.

Credit or Debit Card Fraud

Fraud can occur on your account when your card information has been lost or stolen. If you have unauthorized transactions on your account, please complete the following steps:

  1. File a police report in the city where the unauthorized transaction occurred. Keep this information accessible, as it is used to process unauthorized transactions.
  2. Contact the company or merchant that put the transaction through. Keep detailed notes regarding your conversation, including the date and time of contact, the name of the person you spoke with, and whether the transactions were processed on the phone, in-person or online.
  3. If the unauthorized transaction happened on a City & County Credit Union debit card, ATM card or credit card, use the following phone numbers to report the transaction.
    • Credit & Debit Card Fraud: call (888) 918-7313
    • Follow Up on a Fraud Case: call (888) 918-7341

You have 60 days to notify us of a fraudulent transaction on your statement and provide the necessary information regarding the transaction. After this time, we cannot guarantee that you will receive credit for the unauthorized transaction.

Credit or Debit Card Dispute

A dispute is when you have authorized a transaction on your card, but now dispute the terms of the transaction. Examples of this would be not receiving an item or receiving an item not as described. Please follow the below steps to dispute a transaction on your account.

  1. You must first contact the merchant and make every effort to resolve it with them.
  2. If you can’t resolve the transaction with the merchant, you may file a dispute with City & County Credit Union by calling the following.
    • Credit & Debit Card Dispute: call (866) 820-5862
    • Follow Up on a Dispute Claim: call (888) 918-7341

Disputes will only be accepted going back 60 days from the statement date. Proof of purchase and correspondence to the Merchant may be required by Mastercard. You must respond to all correspondence within 15 days. The outcome is not guaranteed by CCCU, but is determined by Mastercard.

Unauthorized Transactions: Checking or Savings Account

If you have unauthorized transactions on your checking or savings account (using your routing number and account number), please complete the following steps:

  1. File a police report in the city where the unauthorized transaction occurred. Keep this information accessible, as it is used to process unauthorized transactions.
  2. Contact the company or merchant that put the transaction through. Keep detailed notes regarding your conversation, including the date and time of contact, the name of the person you spoke with, and if the transactions were processed on the phone, in-person or online.
  3. Visit a City & County Credit Union branch to complete an Affidavit of Unauthorized Entry.

You have 60 days to notify us of a fraudulent transaction on your statement and provide the necessary information regarding the transaction. After this time, we cannot guarantee that you will receive credit for the unauthorized transaction.

Fraud Center – Important Phone Numbers

City & County Lost or Stolen Credit Card Lost or Stolen ATM/Debit Credit Bureaus

(651) 225-2700 or
(800) 223-2801

Mastercard Credit Card:
(800) 449-7728 (US)
(314) 542-7111 (International)

Lost or Stolen ATM/Debit Card:
(855) 448-8198 (US)
(727) 299-2449 (International)

Experian: (888) 397-3742
Transunion: (800) 680-7289
Equifax: (888) 766-0008

Data Breaches

Here are tips from the FTC you can take to protect yourself after a data breach:

  • Check your credit reports from Equifax, Experian, and TransUnion — for free — by visiting annualcreditreport.com. Accounts or activity that you don’t recognize could indicate identity theft. Visit IdentityTheft.gov to find out what to do.
  • Consider placing a credit freeze on your files. A credit freeze makes it harder for someone to open a new account in your name. Keep in mind that a credit freeze won’t prevent a thief from making charges to your existing accounts.
  • Monitor your existing credit card and bank accounts closely for charges you don’t recognize.
  • If you decide against a credit freeze, consider placing a fraud alert on your files. A fraud alert warns creditors that you may be an identity theft victim and that they should verify that anyone seeking credit in your name really is you.
  • File your taxes early — as soon as you have the tax information you need, before a scammer can. Tax identity theft happens when someone uses your Social Security number to get a tax refund or a job. Respond right away to letters from the IRS.

View our Identity Protection module and visit IdentityTheft.gov to learn more about protecting yourself after a data breach.

Fraud Prevention

Identity theft can happen to you at any time, but the following fraud prevention and identity theft tips can help you decrease the likelihood of becoming a victim of identity theft.

  1. Before revealing personal information, find out how it will be used and if it will be shared with others.
  2. Pay attention to your billing cycles. A missing credit card bill can mean a thief has taken over your credit card account and changed your address.
  3. Check your financial institution statement each month. If you find transactions you did not authorize, contact us immediately.
  4. Only carry the credit cards you need.
  5. Do not give out personal information unless you have initiated contact and know to whom you are speaking.
  6. Keep items with personal information in a safe place. Tear or shred charge receipts, copies of credit applications, insurance forms, checks and statements before putting them in the trash.
  7. Leave your Social Security card in a secure place, and only bring it with you when needed.
  8. Be wary of promotional scams. Identity thieves can use phony offers to receive personal information.

LifeStages ID Theft Protection

From home, at work & on the go – we’re more connected than ever before. That means the risk for identity theft is also on the rise.

Protect what matters most with the help of LifeStages – powered by CyberScout, City & County Credit Union’s identity theft protection partner. Free for members with an iSelect Checking Account, enjoy access to the tools & resources you need to reduce identity theft and resolve it if it happens to you.

  • Identity protection and management
  • Fraud, credit and reputation monitoring
  • Compromised social media and email assistance
  • Senior fraud resolution support

Call (877) 432-7463 to talk with a CyberScout fraud-specialist or visit cccu.myideducation.com to learn more. Simply mention that you are a City & County Credit Union member to get started.

What To Do If Identity Theft Occurs


Step 1: Call the companies where you know fraud occurred.
  • Call the fraud department.
  • Explain that someone stole your identity.
  • Ask them to close or freeze the accounts. Then, no one can add new charges unless you agree.
  • Change logins, passwords and PINs for your accounts.

Step 2: Place a fraud alert and get your credit reports
  • Place a free, 90-day fraud alert by visiting Experian Fraud alert or by calling 1-888-397-3742
  • Get your free credit reports from Equifax, Experian, and TransUnion. Go to annualcreditreport.com or call 1-877-322-8228.

Step 3: Report identity theft to the FTC.
  • Complete the online form or call 1-877-438-4338. Include as many details as possible.
  • If you create an account, we'll walk you through each recovery step, update your plan as needed, track your progress, and pre-fill forms and letters for you.
  • If you don't create an account, you must print and save your Identity Theft Affidavit and recovery plan right away. Once you leave the page, you won't be able to access or update them.

Step 4: File a report with your local police department.
Go to your local police office with:
  • a copy of your FTC Identity Theft Affidavit
  • a government-issued ID with a photo
  • proof of your address (mortgage statement, rental agreement, or utilities bill)
  • any other proof you have of the theft (bills, IRS notices, etc.)

Steps for Certain Accounts

Utilities: If someone used your information to get cable, electric, water, or other similar services, contact the service provider.

Phones: Contact the National Consumer Telecom and Utilities Exchange and request your NCTUE Data Report. Review if for any accounts you don't recognize.

Government Benefits: Contact the agency that issued the government benefit and explain that someone stole your identity.

  • Ask what you need to do to fix the problem.
  • If you stopped receiving your benefits because of the identity theft, ask what you need to do to get them reinstated. You may need to appear in person or send something in writing.

Checking Accounts: Do you think someone opened a checking account in your name? Order a free copy of your ChexSystems report, which compiles information about your checking accounts.

  • To get your report, contact ChexSystems at 1-800-428-9623. Or visit their website consumerdebit.com.
  • Then contact every financial institution where a new account was opened. Ask them to close the accounts.

If someone is writing bad checks against your account, contact your financial institution.

  • Ask them to stop payment on stolen checks and close your account.
  • Ask them to report the theft to its check verification system. The check verification system will tell businesses to refuse the stolen checks.
  • Also, contact any business that took the bad check. Explain that someone stole your identity. Act quickly, before they start collection action against you.

If a business rejects your checks, ask the business for an explanation. The business must tell you what information led them to reject your check.

Apartments or House Rentals: Ask the landlord who rented the property to the identity thief what tenant history services they use. Contact those companies. Ask for a copy of your tenant history report, and ask what steps you need to take to correct fraudulent information in the report.

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