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Fraud Type
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Definition
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How to Report It
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| Debit (DBT) Fraud |
These are fraudulent transactions that were made with your debit card. They will show as “DBT” 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 Call Center at (904) 777-6000 or 1 (800) 445-6289, option 2, Monday through Friday from 8:30 a.m. to 7:00 p.m., or Saturday from 9:00 a.m. to 3:00 p.m.
- 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 Call Center or during non-business hours, you will 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.
Once 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. |
| PIN-Based Fraud |
These are transactions that were made with your debit card, which require the use of your PIN. They include ATM transactions and point-of-sale (POS) transactions. |
If you notice transactions you didn’t make, you should report it immediately in one of the following ways:
- Call the Call Center at (904) 777-6000 or 1 (800) 445-6289, option 2, Monday through Friday from 8:30 a.m. to 7:00 p.m., or Saturday from 9:00 a.m. to 3:00 p.m.
- 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 Call Center or during non-business hours, you will 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.
Once 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. |
| 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 Call Center at (904) 777-6000 or 1 (800) 445-6289, option 9, Monday through Friday from 8:30 a.m. to 7:00 p.m., or Saturday from 9:00 a.m. to 3:00 p.m.
- 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 VyStar receives your claim, we will begin investigation. If any additional information is needed, we will contact you by phone. In the meantime, you should file a police report and notify VyStar of the report number. There is no provisional credit on a forgery.
Claims are typically completed within 10 to 45 business days. |
| 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 Call Center at (904) 777-6000 or 1 (800) 445-6289, option 9, Monday through Friday from 8:30 a.m. to 7:00 p.m., or Saturday from 9:00 a.m. to 3:00 p.m.
- 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. |
| 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 Call Center at (904) 777-6000 or 1 (800) 445-6289, option 9, Monday through Friday from 8:30 a.m. to 7:00 p.m., or Saturday from 9:00 a.m. to 3:00 p.m.
- 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. |