Our customers are mobile. They travel around the neighborhood, the nation and the globe. As they go about their day, working, running errands and having fun, we find that our customers are relying on their debit and credit cards as a primary form of payment and we love that! We are glad when our customers are so comfortable with VCNB that they want to use our cards.
Yet we want to remind customers that technology is not flawless and that on occasion, paying with your card isn’t possible. In fact, there are a few things we hope you will remember.
Fraud is rampant in our society today. That’s why we have 24-hour fraud protection for our customers. When our Fraud Department sees suspicious activity, they will take steps to protect you. That means the suspicious charge could be declined. It means our Fraud Department will attempt to call you to confirm the purchase and that means they will turn off your card if they cannot reach you. We understand this can be an inconvenience but most customers would prefer to be inconvenienced for a few minutes rather than have a stranger stealing their money.
Sometimes whatever caused the red flag is indeed fraudulent activity. Sometimes it’s really the customer, just spending outside their regular pattern or with a retailer that is known for higher than normal rates of fraud.
For example, if you buy gasoline in Lancaster, Ohio and ten minutes later a charge in California shows up on your card, there will be suspicion of fraud.
When there is a suspicious charge we will call whatever number you have on file with the bank. If you’re out shopping and the only number we have is your landline, you have no way of knowing there’s an issue until your card is declined. When you get home you’ll find a message that provides a case number and requests a return call for something we could have cleared up while you were at the register.
That’s why we ask our customers to provide their mobile phone number. This is an easy way you can do your part in keeping your accounts safe while minimizing the inconvenience.
We also cannot stress enough the importance of carrying a second form of payment. We’ve known customers to travel hundreds of miles from home with nothing in their wallet but a single piece of plastic. If catastrophe strikes and your card is lost, stolen or shut off because it was victim to fraud, you may find yourself in dire circumstances. Always carry a second form of payment – a little cash or another card will be a lifesaver if you have issues with your favorite card.
Now through the end of 2016 we are offering VCNB prepaid gift cards with no purchase fees. Accepted anywhere that Mastercard® can be used, these gift cards are a terrific second form of payment.
Also remember that if your card is declined, repeatedly swiping your debit card will not make it work and may even cause your card to be turned off. Instead, contact your local branch or Customer Service during business hours or our Fraud Department at 1.800.262.2024.
We know our customers love the convenience of swiping their card. We love it too! Just remember to protect yourself by carrying that emergency second form of payment and by giving us your mobile phone number.