Member Education & Consumer Tips

Before you leave…

For your protection, our fraud screening service keeps a close eye on suspicious card activity, including when you travel, so it is important to call us before you leave. We will note your account and help minimize authorization issues while you are gone.

You may reach us toll-free within the United States at 1 (800) 479-7928, and from out of the country at 1 (707) 545-4000.

If you have authorization issues while traveling, you may call our fraud screening service directly 24 hours a day, 7 days a week. In the United States, the toll-free number is 1 (888) 241-2440. From out of the country, the number is 1 (909) 941-1034. You may call collect.

Important Notice of Fraud Against VISA Debit Cards

Redwood Credit Union has learned that a series of fraud rings abroad are actively targeting VISA debit cardholders for the purpose of conducting fraud on their accounts. These incidents have caused RCU and other financial institutions to block some international VISA card transactions.

Before you travel, make sure you know where and how you can use your credit/debit card. Please be assured that RCU’s systems and databases are secure, and they are not the cause of these occurrences.

What This Means for RCU VISA Debit Cardholders

For the protection of our Members, RCU is blocking Members from using their VISA Debit cards while traveling in the following countries:

Blocked PIN-based transactions		Blocked signature-based transactions
Australia Egypt El Salvador Pakistan	Romania Russia Ukraine	Japan Malaysia Thailand

In countries blocked from PIN-based transactions: To use your RCU VISA Debit card to obtain cash, visit a reputable financial institution during business hours to perform a cash advance against your card, rather than using your PIN at an ATM. The financial institution will need to verify your identity to perform the cash advance, which protects you from unauthorized use of your card. Read information about cash advances against your RCU VISA Debit card.

The Office of Foreign Assets Control (OFAC) is blocking Members from using their RCU VISA Debit cards while traveling in the following countries:

Cuba Iran Myanmar (Burma) Sudan

 

How Am I Protected From These Occurrences?

In these types of situations, RCU VISA debit cardholders are protected with $0 fraud liability and VISA's rapid response anti-fraud system is activated immediately upon RCU being notified. This means that, as an affected cardholder, you are not responsible for any fraudulent charges that appear on your account as a result of this incident.

Your Alternatives

If you are planning to travel to any of the counties listed above, RCU recommends the following:

• Bring traveler's cheques. Be sure to keep your receipts separate from the actual checks so that you may have them replaced if they are lost or stolen. Find more information on traveler's cheques available from RCU here.
• If unable to use your VISA debit card, use a credit card to make purchases. Find information or apply for an RCU VISA card here.

Next Steps

Unfortunately, the list of countries targeted changes frequently, so we encourage Members to visit our website regularly to keep informed about emerging concerns – especially prior to traveling out of the country.

What to Do if Your Card or PIN Are Compromised

Should you learn that either your card number or PIN have been compromised, please contact Redwood Credit Union's Member Service Center at 1 (800) 479-7928 during our hours of operation. After hours, please call 1 (888) 782-2228 to report your card lost or stolen.

Please be assured that we are taking every step necessary to respond immediately and provide uninterrupted service to you. Should you have additional questions, please contact us.