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When Fraud Occurs: Visa Credit Card

 
What you should do
What we do
Table Heading Row What you should do What we do
My card was lost/stolen

Call the Customer Service line at 800-558-3424 for a personal card or 866-552-8855 for a business card.

We deactivate your card and order you a new one. You will receive your new card within 7-10 days.

I'm getting a call about a possible fraudulent transaction

You’ll receive either a phone call, text or email from our automated fraud verification service to confirm if the transaction is yours or not.

If the transaction is yours, our system closes the fraud case to prevent additional disruptions in using your card.

If the transaction is not yours, you will be transferred to a fraud analyst who will close your card and order a new one. Your new card will arrive in 7-10 days. With Visa’s Zero Liability Policy, you are not responsible for any fraudulent transaction.

I've noticed a transaction on my statement that isn't mine

Call the Customer Service line at 800-558-3424 for a personal card or 866-552-8855 for a business card.

The fraudulent charges are investigated, your card is blocked and a new card is sent to you. With Visa’s Zero Liability Policy, you are not responsible for any fraudulent transaction.

A merchant charged me twice, charged an amount different than what was authorized or I don’t see a credit from a merchant I was promised

Contact the merchant. Merchants often can resolve these sorts of issues faster than disputing the transaction through us.

If the merchant is unable or unwilling to resolve the issue, call the Customer Service line at 800-558-3424 for a personal card or 866-552-8855 for a business card.

We will investigate the charges and contact the merchant regarding the charge. We may request information regarding what charges were and were not authorized such as receipts, details of conversations with the merchant or any other relevant information to the dispute.

If our investigation determines the transactions are indeed in error, we will resolve the matter and you won’t need to take further action.