| Debit (DBT) Fraud |
These are fraudulent transactions that were made with your debit card. They will show as “DBT”, “ATM” or PIN POS transactions on your account. If you see transactions you didn’t make, it needs to be reported immediately. |
If you believe you are a victim of debit (DBT) fraud, there are several ways you can report it:
- Call the Contact Center at (904) 777-6000 or 1 (800) 445-6289, option 2, 7 days a week from 7:00 a.m. to 7:00 p.m., excluding holidays
- Call (904) 908-2329 or 1 (866) 897-8272 during non-business hours
- Log in to Internet Banking and submit a claim by clicking on “Settings/Service” and then clicking on “Affidavit of Fraud” under “Additional Services.”
- Visit your local branch and report the fraud to a Member Service Representative
Once your claim is submitted, the card that was used for the fraudulent transaction must be canceled. If you filed the claim with the Contact Center or during non-business hours, you may need to visit a branch to sign the claim form. If you filed the claim in the branch, you will sign the form at that time. If you filed through Internet Banking, the form contains your electronic signature; you will not have to visit a branch.
When VyStar receives your claim, we will begin investigation. If additional information is needed, we will contact you by phone. Within 10 business days, your claim will be settled or you will be provided a provisional credit. VyStar will notify you by mail about the settlement of your claim.
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| Forgery |
When someone other than you signs your name to a check or withdrawal ticket for the purpose of receiving money from your account, it is called forgery. |
Any unauthorized withdrawals should be reported immediately. You can do this in any of the following ways:
- Call the Contact Center at (904) 777-6000 or 1 (800) 445-6289, option 9, 7 days a week from 7:00 a.m. to 7:00 p.m., excluding holidays
- Log in to Internet Banking and submit a claim by clicking on “Settings/Service” and then clicking on “Affidavit of Fraud” under “Additional Services.”
- Visit your local branch and report the fraud to a Member Service Representative
You will need to submit a signed and notarized Member Forgery Claim form which can be obtained in the branch.
Once VyStar receives your claim, we will begin the investigation. If any additional information is needed, we will contact you by phone. In the meantime, you should file a police report and provide VyStar a copy of the full report. If your identification has been stolen, you will need to get a replacement and the branch will need to update your account information to include the new ID. There is no provisional credit on a forgery.
Claims are typically completed within 10 to 45 business days.
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| Rewards Points Fraud |
Rewards points are points that are accrued after you use your credit card. They can be redeemed for gift cards, travel or merchandise. |
If you see that your points accrual is less than you know or expect it to be, you should report it in one of the following ways:
- Call the Contact Center at (904) 777-6000 or 1 (800) 445-6289, option 9, 7 days a week from 7:00 a.m. to 7:00 p.m., excluding holidays
- Visit your local branch and report the fraud to a Member Service Representative
Once we have been alerted about the discrepancy, VyStar will conduct research to determine if the points have been redeemed fraudulently. If we find that your points were used fraudulently, we will reinstate the points back to your credit card. An investigation normally takes two to three business days. |
| Credit Card Fraud |
These are fraudulent transactions that were made with your Visa credit card. Report any transactions that you did not complete immediately. |
If you believe you are a victim of credit card fraud, you should report it in one of the following ways:
- Call the Contact Center at (904) 777-6000 or 1 (800) 445-6289 option 2, 7 days a week from 7:00 a.m. to 7:00 p.m., excluding holidays
- Call 1 (800) 449-7728 during non-business hours
- Log in to Internet Banking and select your credit card account. You will be routed to the credit card website where you will select the Services tab and click on the Report Card Lost/Stolen icon.
- Visit your local branch and report the fraud to a Member Service Representative
To file fraud, the card that was used for the fraudulent transaction will be cancelled. If you filed the claim with the Contact Center or during non-business hours, you may be asked to submit an Affidavit of Fraud form which can be obtained in the branch. If you filed through Internet Banking, the credit card processor may send you the form to sign and return. |
| All Other Unauthorized Transactions |
Any other unusual or unauthorized activity would fall into this category. This may include transfers into or out of your account that you didn’t make. |
If you notice any unusual activity on your accounts, please report it in one of the following ways:
- Call the Contact Center at (904) 777-6000 or 1 (800) 445-6289, option 9, 7 days a week from 7:00 a.m. to 7:00 p.m., excluding holidays
- Visit your local branch and report the fraud to a Member Service Representative
The steps we take to resolve your issue will depend on the specific situation. The more information you can provide us, the faster and more efficiently we can help you. |