Debit Mastercard® Restricted/Compromised Card FAQs

If you have a card that was involved in a compromise, please review the questions below for additional information.

Your MPCU Debit Mastercard® may occasionally get restricted as a precautionary measure, even though Members Plus Credit Union employs robust security measures to protect our members. Please know that these actions are taken with your safety in mind, and these proactive steps are part of our commitment to keeping your accounts secure and giving you peace of mind.

Your MPCU Debit Mastercard may get restricted/compromised if unauthorized activity is detected on your account, such as transactions in unfamiliar locations or large, unexpected purchases. These safeguards are designed to prevent unauthorized access and minimize potential fraud. While these situations can be inconvenient, they reflect our commitment to keeping your accounts secure and your finances protected.

Card Locking and Security

Why is my debit card restricted/compromised?

Your debit card may be restricted as a precautionary measure to protect your account. This often occurs when unauthorized activity is detected, such as transactions in unexpected locations, multiple incorrect PIN entries, or purchases outside your normal spending patterns.

Will MPCU call me?

Yes, a MPCU Team Member, or Fraud Department will call or email ASAP to notify you of your Debit Mastercard® status. Please check your voicemail/email inbox and respond as soon as possible to resolve pending card issues.

How often can my debit card get restricted/compromised?

Unfortunately, there is no limit.

When a debit card is restricted/compromised, can ATM transactions be done?

No, when a debit card is restricted or compromised, ATM use will not work. Only pending transactions will still be completed.

Will restricted/compromised cards work in my Mobile Wallet?

No, if a card is restricted, purchases made with a Mobile Wallet will be declined.

Card Compromise and Fraud

What does card compromise mean?

Card compromise means that credit or debit card information may have been obtained by unauthorized individuals, often through hacking or malware on a merchant’s or card processor’s system.

Does this mean that I have fraud on my account?

Not necessarily. A compromise means your card information could be used for fraudulent transactions. Replacing the card helps prevent fraud. Monitor your account and report any suspicious activity immediately.

Can the information obtained be used to steal my identity?

No. The information encoded on the compromised card is limited to the card itself, such as the name, card number, and expiration date. It does not include personal details like Social Security Numbers or date of birth.

Am I responsible for the fraudulent charges on my debit or credit card?

No, with Mastercard® Zero Liability Protection, you are not responsible for unauthorized charges. You will need to complete a fraud affidavit and may be asked to file a police report.

There are other signers on my credit union accounts. Does this affect their cards too? 

Not necessarily, as each member has a unique card number. If their card has also been compromised, they will receive a similar notification. 

Where did the breach occur?

The merchant or processor responsible for the breach is rarely disclosed by Mastercard®. For large-scale breaches, the merchant may release this information publicly.

Does this mean someone is using my card?

Not necessarily. It means your card number could potentially be used fraudulently. Monitor your account closely and report any suspicious activity.

Card Replacement and Updates

Will I get a new card?

Yes, a new card will be issued.

If I get a new card, will the PIN be different?

Yes, a new PIN is generated and mailed separately from the card for security purposes. You can change the PIN at any of our branch offices or ATMs, or by calling 800-992-3808.

How do I activate my new card?

You can activate your new card by calling the activation number provided with your card mailer, or at any MPCU ATM.

Will I be charged a card replacement fee?

No, under fraud circumstances, there is no card replacement fee.

How long does it take to get a new card?

You will usually receive your new card within 7-10 business days of the compromise notice, or you may pick up your new card at your local MPCU branch.

What if I have preauthorized debits to the compromised card number?

Contact the merchants after receiving and activating your new card to provide the updated card number and expiration date. Many merchants allow updates via their websites.

Can I choose not to close my card?

No, leaving a compromised card open makes it vulnerable to fraudulent activity.

Fraud Prevention and Security Tips

What can I do to keep this from happening again?

Unfortunately, we cannot stop criminals from hacking into merchant systems. However, we will assist you in addressing fraudulent activity and securing your account.

What security precautions should I take with my MPCU Debit Mastercard®?

Always know where your card is and call us immediately if it’s lost or stolen at (781) 905-1500. If your Debit Mastercard® is lost or stolen after hours, please call the following number: 1-833-311-0055. Never write your PIN near your card. Monitor your account regularly for unauthorized activity. Use reputable merchants when shopping online. Never share your card number with unknown parties.

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