Visa Debit Card Compromise FAQ
1. What does it mean when FNB says a debit card may have been compromised?
A compromised card means that information, such as card number and name, may have been obtained by an unauthorized source. To be clear, FNB’s computer systems were not compromised. In most cases, the breach occurs at the location that accepts or processes debit and credit card transactions.
2. How does FNB react to compromise notifications?
First National Bank will reissue new cards to all affected cardholders. In most cases, each cardholder will be notified by mail of the compromise and issued new cards and PINs . FNB will also reduce the credit limit on the customer’s current card while leaving it open for use until the new card has arrived. In rare cases, we will be forced to close the affected cards immediately. If that is the case, the affected cardholders will be notified by phone.
As with all First National Bank debit cards, cardholder activity is monitored 24 hours a day, 7 days a week to quickly identify and stop any questionable activity. If questionable activity is detected, the cardholder will be contacted by phone to either verify the activity or close the card if the activity is fraudulent.
3. How long does it take to receive a replacement card and PIN?
New cards should be received in 7 to 10 business days. PINs will be sent 2 days after the card. New cards will be sent to the address currently on file for your card. For this reason it is important for FNB to have the most up-to-date addresses and phone numbers to avoid any delay in receiving your new card.
4. Will I be told where the compromise took place?
In most cases, we are not notified at the time the listing is received of whom the merchant or processor is. This is usually due to the fact that there are still ongoing investigations into the breach.
5. Does a compromise mean I have fraud on my account?
No, in most cases few, if any, cards are affected by fraud during a compromise. Please monitor your monthly statements and take advantage of our Online Banking so that you may check your account daily and as stated above your card activity will continued to be monitored until the affected card is closed.
6. What do I do if I discover fraud on my account?
If your card has not been canceled already, call FNB immediately. We will work with you to complete any necessary paperwork and refund any fraudulent charges to you. As always, Visa debit cardholders are protected from fraudulent activity under VISA’s Zero Liability Policy.
7. What if I do not want to have my credit limit restricted or card blocked?
The decision to block or restrict a card is made at the discretion of FNB. In most cases, we will make every effort to accommodate our customers’ needs, if at all possible. Please do not hesitate to contact our bookkeeping department for assistance at 618-635-2234.
8. What if I have pre-authorized debits made to my compromised card?
Once you have received your new Visa debit card, you will need to contact each company or merchant who debits your account to update your card number.
9. What if I don't want my old card to remain open until I receive a new one?
If you would like your current card closed prior to receiving your new Visa debit card, please contact FNB and we will be happy to accommodate your request.
10. What if I'm leaving for a trip before the new card arrives?
If this situation arises, please contact either FNB bookkeeping or your branch to discuss your options.
11. What should I do if a merchant or someone other than FNB notifies me that my card has been compromised?
Contact FNB regarding the information you have received and monitor your account for any suspicious activity.