If you need to report a lost, stolen, or compromised Debit Card you should do All of the following:
- Call the 24/7 Fraud Watch Hotline at 1-833-337-6075 and report the card lost/stolen; then
- Contact the credit union immediately afterwards. If it is after-hours, you should call the credit union at 865-523-0757 and choose the lost card option or email us at service4u@newsouthcu.com ; Be sure to include your name, the last 4 digits of your credit union account number, last 4 digits of card if known, and a return phone number; then
- Very Important: If reported after-hours, you are required to follow up with the credit union the next business day by calling the card services department at 865-523-0757 to confirm the card has been flagged as lost/stolen.
REPLACEMENT CARDS - If you need a replacement card contact any branch or email us at service4u@newsouthcu.com. We can instant issue you a card at our main office for pick up or order a replacement card for you.
Fraud Protection
New South utilizes a fraud prevention and monitoring system, which monitors card activity 24 hours a day, 7 days a week. If unusual or suspicious activity occurs on your card, you may receive a call or text confirming a transaction. If they are unable to reach you, your account may be blocked to avoid additional potential fraud until you are reached. If you are asked to call them back, be sure to call them back only at the number listed above.
Fraud Text Alerts and Calls
If any transaction occurs on your card that is unusual or outside of your normal spending patterns you may receive a FRAUD TEXT ALERT if we have a mobile phone number on file with us. This service is free* to members and helps to quickly identify and prevent fraudulent transactions.
If you receive a text, it will:
- Come only from the following numbers: 877-253-8962, 877-253-8964, or text code 37628. We suggest building a contact called New South Fraud Alert using all three of these numbers.
- Identify the sender as FreeMSG New South Credit Union Fraud Center.
- Provide you the amount of the transaction, the last 4 digits of your card, and the merchant.
- Only ask IF VALID REPLY YES. IF FRAUD REPLY NO. It WILL NOT ask you to call or reply with any account information.
Reply YES - if the transaction is authorized (you recognize the charge). You will receive a second text message thanking you for confirming the transaction and letting you know the account is safe for continued use. You should never provide your card number, PIN, or other personal information to anyone that contacts you by phone, text, or email.
Reply NO - if the transaction is NOT authorized (you do not recognize the charge). Fraud Services will immediately block the card and reply with a case number and ask you to contact the fraud department.
If no response is received from the text message, your card will be blocked until the Fraud Department is able to verify the transaction.
VERY IMPORTANT
You should never provide your card number, PIN, or other personal information to anyone that contacts you by phone, text, or email.
The credit union or our fraud detection representatives WILL NEVER contact you (by phone, email or text) and ask you to provide information that we should already have on our system. They should only ask you to verify the information. Tell them to tell you what they have as information and that you will tell them if it is correct or not.
If you are ever contacted regarding your account or card, we encourage you end the call and call them back using only the phone numbers you know belong to the credit union. These phone numbers can be found on your statements, our website, or the back of your card.
It's a good idea to document or make copies of all your credit cards, ID cards, licenses and everything in your wallet before your information goes missing. Make sure you list your account numbers, and toll free phone numbers you'd need to call to report them missing. Be sure and keep the list or photocopies in a separate, safe place.
If you need to replace a card go to any branch or call card services at 865-523-0757. We will order a replacement card for you.
If you need to report a lost, stolen, or compromised VISA Credit Card you should do All of the following:
- Call the 24/7 Fraud Watch Hotline at 1-800-449-7728 and report the card lost/stolen; then
- Contact the credit union immediately afterwards. If it is after-hours, you should call the credit union at 865-523-0757 and choose the lost card option or email us at service4u@newsouthcu.com ; Be sure to include your name, the last four digits of your credit union account number, last four digits of card if known, and a return phone number; then
- Very Important: If reported after-hours, you are required to follow up with the credit union the next business day by calling the card services department at 865-523-0757 to confirm the card has been flagged as lost/stolen.
Fraud Protection
New South utilizes a fraud prevention and monitoring system called Fraud Watch Plus through Elan, which monitors card activity 24 hours a day, 7 days a week. If unusual or suspicious activity occurs on your card, a Fraud Watch representative may call you on behalf of the credit union. If they are unable to reach you, your account may be blocked to avoid additional potential fraud until you are reached.If you are asked to call them back, be sure call them back only at the number listed below:
VISA CREDIT CARD FRAUD DEPARTMENT 888-918-7313
VERY IMPORTANT
You should never provide your card number, PIN, or other personal information to anyone that contacts you by phone, text, or email.
The credit union or our fraud detection representatives WILL NEVER contact you (by phone, email or text) and ask you to provide information that we should already have on our system. They should only ask you to verify the information. Tell them to tell you what they have as information and that you will tell them if it is correct or not.
If you are ever contacted regarding your account or card, we encourage you end the call and call them back using only the phone numbers you know belong to the credit union. These phone numbers can be found on your statements, our website, or the back of your card.
It's a good idea to document or make copies of all your credit cards, ID cards, licenses and everything in your wallet before your information goes missing. Make sure you list your account numbers, and toll free phone numbers you'd need to call to report them missing. Be sure and keep the list or photocopies in a separate, safe place.
