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Lost Stolen Cards

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What to do if you receive a call from a card fraud department.

When in doubt, don't give it out.

Fraudsters have become increasingly adept at getting cardholders to share the information they need to commit fraud by posing as financial institution call center agents, or by sending text messages that look like they are coming from our institution, warning of suspicious transaction activities. They are also known to call in to call centers posing as cardholders requesting changes to card information and parameters.


The fraudsters do this by using information stolen through data breaches at health insurance providers, reward program providers, credit bureaus, merchant terminals, and social media sites, as well as through malware programs deployed on personal computers, to mention just a few. Stolen personally identifiable information (PII) is combined with stolen card information, resulting in enough information to create profiles that fraudsters can use to position themselves as the actual cardholders.


A phone call from TCT's Card Fraud Department will only include a request for your zip code, and no other personal information unless you confirm that a transaction is fraudulent. Only then will you be transferred to an agent who will ask questions to confirm that you are the actual cardholder before going through your transactions with you. If at any point you are uncertain about questions being asked or the call itself, hang up and call us directly.


• We will NEVER ask you for your PIN or the 3-digit security code on the back of your card. Don’t give them out to anyone, no matter what they say. Hang up and call us directly. Fraudsters will often ask cardholders to verify fake transactions. When the cardholder says no, they did not perform those transactions, the fraudster then says that their card will be blocked, a new card will be issued, and that they need the card’s PIN to put it on the new card. Many people believe this and provide their PIN. The 3-digit CV2 code on the back of the card will allow a fraudster to conduct card-not-present transactions.

• We will NEVER ask for your online banking login information. Don't give that out to anyone. Hang up and call us directly instead.

• Regularly check your account online to see if there are any suspicious transactions that have occurred, but especially If you are unsure about a call or text message you’ve received. If anything looks amiss, call us directly for assistance.


• If you have received a voice- or a text message from us and are unsure about responding to it, call us directly for assistance.

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“CardValet alerted me when my card was used at 2:00 AM while I was sleeping. I immediately turned my debit card off and was able to see where the card was used and contacted them. They reversed the charge and I am so thankful CardValet alerted me.”

— Kathryn D.

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